How to create a powerful customer experience strategy

customer experience strategy

Intensifying business competition and growing customer expectations all over the world have led to a need for strategies that can deliver an extraordinary customer experience (CX). In fact, customer experience is considered to be next battleground for brands everywhere.

Good CX can turn your customers in a walking-talking billboard for your business. How customers feel about interacting with a brand, their satisfaction level, and trust quotient can make or break a business. That’s why it is important for both startups and established players to draw their attention towards building effective strategies for delightful customer experience.

This blog discusses some of the time-tested strategies to take CX from ‘okay’ to ‘wow!’ Read on to find out.

#1. Know Your Customers

Before you think of achieving customer satisfaction, it is essential to know your customers well. Misalignment of purpose in a business is often a result of not knowing the target audience thoroughly. Only a full understanding of your customers can make you aware of their needs.

Leverage the power of social listening to understand, connect, and empathize with your customers in the best possible way. For this, you may use a comprehensive media monitoring tool such as Mention. Keep a profile of the customers that your support teams deal on a regular basis. Moreover, make use of analytics reports to gauge the concerns of your customers. Take their feedback seriously. Remember, a customer-centric business is an essential factor for business growth and success.

#2. Build a Winning Team

Build team for customer support

You cannot create a memorable customer experience if you don’t have a trained customer support team. Hire personnel who possess the right talents to handle customer grievances professionally. The employees manning the customer-facing services should be highly trained, proactive, and the quality of their work should be assessed periodically through online learning and training. With all the requisite skills and tools in place, you can expect a pleasant relationship with your customers.

#3. Give Prompt and Personalized Responses

Reach out to your customers on time following a product or service-related communication from their side. Interactions with customers should also be underlined by a fair degree of personalization. A quick response tool such as ProProfs live chat software can help redress any concerns of customers positively with relevant responses.

Live chats are easy, fast, and reliable, apart from being feature-rich and highly customizable. They offer real-time support and help resolve customer questions instantly. Nothing delights a customer than realizing the fact that a business support center takes adequate care of the matters that are bothering them.

#4. Connect with Customers Emotionally

If you seriously want to strike a chord with your customers, it is advisable to build an emotional connection with them.

Connect with Customers Emotionally

Emotions shape the mindsets of customers for positive decision-making. According to Gallup, more than two-thirds of consumer decisions are based on emotional factors. Connect with them at the emotional level through empathy, which is another critical element in creating a memorable customer experience. Be mindful of not only what you say to each customer, but how you say it so that it triggers the right emotions in them.

#5. Learn from Your Competition

A sustainable customer engagement strategy to enable unique customer experience cannot be created in a vacuum. You need to perform some groundwork to set it up and get going. There is no better way to start it than by learning what your competitors are doing lately. Develop a clear roadmap of sustainable CX based on it. Every strategic business objective should be preceded by thorough market research and analysis. Take a bird’s eye view of the market trends and find out any gaps in the product & service delivery models of your rivals that you can fill up to your strategic advantage.

#6. Evolve Your Strategies with Time

Customer preferences and needs are constantly changing today. That’s why it is always sensible to evolve your customer experience strategies with time to accommodate the changing requirements of customers. Never delude yourself into thinking that your game plan is set in stone because it can change overnight unexpectedly. Adapt the way your business deals with customers in tune with their changing desires. When you change your tactics accordingly, your brand remains relevant and engaging to customers. This is the only certain way to survive in today’s hyper-competitive market environment.

Closing Remarks

Today’s empowered customers have high expectations about the products and services they use regularly. In such a scenario, one can safely say that a lot of things ride on CX. Only the right strategies can provide the key to creating a delightful customer experience.

Nurture your customers, retain them, grow your business from one milestone to another, and stand out from the crowd. This is the surefire way to build an everlasting relationship with them. A happy customer is invariably a loyal customer, and this is one of the factors that impact a business’ bottom line over time.


Jared Cornell is a customer-support specialist, a marketing evangelist and a book lover, associated with ProProfs Chat. Jared is passionate about customer support and loves to solve customers’ queries. He is always keen to develop new strategies to help customers seeking live chat assistance for a delightful experience. Connect with Jared on Linkedin.

Jared Cornell is a customer-support specialist, a marketing evangelist, and a book lover, associated with ProProfs Help Desk.