Over the past years, brands have increasingly prioritized the customer experience to retain customers, drive new business, and ultimately stay ahead of the competition. But, who in an organization is responsible for customer experience, and how can teams consistently create incredible experiences?
In this #ContentChat, we’re joined by Dan Gingiss (@DGingiss), customer experience speaker, coach, and author of The Experience Maker (out Sept. 14), to discuss why customer experience can be your best marketing. Dan shares a handful of learnings from his book—we received an advanced copy and, trust us, you want to grab a copy—including how you can use his WISE methodology to find ways to elevate your customer experience (with examples of brands doing this well). Read the full recap below, and tweet us your examples of WISE brand experiences with #ContentChat.
Q1: What is customer experience? How do you define it?
The customer experience is how customers feel about every single interaction with your brand.
A1: #CustomerExperience is how customers feel about every single interaction with your brand. The “feel” part is important because perception = reality, and it’s important to remember that EVERY interaction counts. #ContentChat https://t.co/gYaUXUUHR4
— Dan Gingiss – The Experience Maker (@dgingiss) August 30, 2021
A1 Customer experience is the sum total of every interaction a customer has with your company—from their first glance at your store facade or email or website through to using the product at home. #ContentChat
— Erika Heald | Founder @ErikaHeald Consulting (@SFerika) August 30, 2021
The overall impression that a customer has in the whole encounters and relationship with a company or brand.#ContentChat
— Christian Lipp 🌱 (@SEMgalore) August 30, 2021
A1: not sure it matters how ‘we’ define it — what matters is what customers think it means. #ContentChat
— Tiffani Bova (@Tiffani_Bova) August 30, 2021
These interactions include all your communications through email and social media, as well as when your customers search for your products, navigate your website, hear about your product from friends, or simply see your product on store shelves.
A1: Customer experience is the emotional response to each aspect of your brand.
If they go to your website, how do they feel?
If they’re in your physical space, how are they treated?
If you email them, do they open immediately or delete?
Each touchpoint matters. #ContentChat
— Rachel Wendte (@rkwendte) August 30, 2021
A1. Customer experience is the sum of all interactions a customer has with your business — from the time they discover your business, become a lead to post-purchase emails. #ContentChat
— Masooma | Content Writer (@inkandcopy) August 30, 2021
I had a great chat with Val at @forepoint about this for a project we’re doing. She pointed out that our potential customers and or future employees and colleagues can be any age: think school projects to post-retirement consulting. So it’s every touch point. #ContentChat 🤗
— Katherine Wildman | Haydn Grey (@haydngrey) August 30, 2021
A1: The process of how customers interact with your brand and how they feel during those interactions. Finding your product, navigating a website, finding information about a product/service, interactions with sales teams, using the product/service, etc. #ContentChat
— Melanie Graham (@WriterGirlMel) August 30, 2021
A1: The way a business or brand interacts with the people buying their products. It can also make or break relationships and convince others to buy/not buy the product or service again. #ContentChat
— Christian McIlwain (@cpmcilwain) August 30, 2021
A1. The whole process of interaction between a customer and a brand/business/company. It can be an enquiry, a transaction or a visit. #ContentChat
— Daniel Warui (@warmurd) August 30, 2021
A1 Customer experience is how the customer felt through the whole process of working with a company – either through finding, purchasing and using a product, or with an offered service
-Alyx #ContentChat https://t.co/MDQuYwYSQj
— Charlie & Alyx – Charlie Appel Agency (@ColfaxInsurance) August 30, 2021
— Cathrine Alexandra Nelson (@cathrinewith1e) August 30, 2021
Every member of your team can impact the customer experience, and this experience is not tied to a single medium or channel.
A1: At a basic level, a customer experience reflects every interaction that a customer has with a brand, whether direct or indirect. The experience is created by ALL of your brand’s teams, including marketing, sales, PR, design, customer success, etc. #ContentChat
— Alek Irvin (@AlekIrvin) August 30, 2021
A1: I view customer experince as not being tied to one medium or channel. It can be the website, it can be in person etc. It is the experience they have with the brand and how it makes them feel. #ContentChat
— Bernie Fussenegger (@B2the7) August 30, 2021