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Thought Leadership & Enablement
April 5, 2023

Boost Sales With Customer Experience Improvements

Is your business in need of customer experience improvements? Use this guide to learn about the benefits and elements of an effective CX strategy.

Jenna Galletti
Content Marketing Specialist

Incorporating customer experience improvements into your brand's strategy can make all the difference in standing out from the competition. In fact, 86% of buyers are willing to pay more for a better customer experience, and 73% of customers say that CX is a critical factor in their purchasing decisions. 

Therefore, it's imperative that brands focus on creating an engaging customer journey that meets their customer needs at every touchpoint. Jebbit provides a platform that enables brands to create interactive, personalized experiences that meet their customer's needs at every touchpoint.

In this blog, we'll dive into the benefits of an engaging CX, explore ways to improve your CX strategy, and explain how Jebbit can help. 

The Benefits of an Engaging Customer Experience Strategy

Customer experience improvements: man giving a smiley rating using a tablet

An engaging customer experience can have a significant impact on your brand's success. It can increase customer loyalty, retention, and drive revenue growth. 

When customers feel valued and trust the brand they are purchasing from, they are more likely to continue doing business with them and even recommend it to others. Customers that have a positive experience with your brand are more likely to share their experience with others, which can lead to new business opportunities. 

Additionally, customer experience improvements can differentiate your brand from competitors, increasing your brand's value in the eyes of consumers. Customers are more likely to remain loyal to a brand that provides them with a consistent, personalized, and memorable experience. If a brand makes its customers feel valued and appreciated with their customer experience improvements, it increases the chances of retaining them as well as gaining referrals.

For example, let's say you're a small business owner who owns a local bakery. By implementing an engaging customer experience strategy, such as offering samples and personalized recommendations based on what the customer is looking to purchase, you can create a positive experience that will leave a lasting impression on your customers. This can lead to increased loyalty and repeat business as well as positive word-of-mouth referrals. 

Moreover, leaning into customer experience improvements can set you apart from competitors and create a stronger brand identity that resonates with your target audience.

Maximizing Customer Lifetime Value 

Customer experience improvements can also lead to maximizing customer lifetime value (CLV). CLV is a critical metric that measures the total revenue generated by a customer over their lifetime. By creating a great CX, brands can increase customer loyalty and retention, leading to higher CLV.

Loyal customers also tend to make repeat purchases, which further increases CLV. They are more likely to try new products and services offered by the brand, increasing the potential revenue generated by the customer over time. Moreover, loyal customers are more forgiving of mistakes or issues and are more likely to give the brand a second chance.

Word-of-mouth is another powerful factor in increasing CLV. Loyal customers are more likely to refer friends, family, and colleagues to the brand, increasing the potential customer base and overall revenue generated. Positive word-of-mouth is also essential for building brand reputation and establishing the brand as a reliable and trustworthy entity.

The Elements You Need for an Effective Customer Experience Strategy

Here are some elements that make for an effective customer experience strategy.

Understand Customer Needs

Person giving a 5-star rating using a phone

The first step in creating an engaging CX is understanding your customer's needs. A customer-centric approach ensures that your CX strategy aligns with your customer's preferences, pain points, and expectations. 

Conducting customer research and feedback surveys can provide valuable insights into what your customers want and need from your brand. This data can then be used to inform your CX strategy and improve your touchpoints.

Let's say you're a software company looking to improve your CX. By conducting surveys and feedback sessions with your customers, you discover that many of them struggle with navigating your software's interface. Armed with this knowledge, you can then implement changes to simplify the interface and improve the user experience. 

By addressing a pain point that was impacting your customer's satisfaction, you can improve your CX and increase customer loyalty. In addition, you can use the feedback to make more informed decisions about future product development and enhancements, ensuring that your brand remains customer-centric and responsive to evolving needs.

Track Metrics

Measuring customer satisfaction is a crucial part of improving your CX strategy. It allows you to identify pain points and areas for improvement. Metrics such as Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT) can provide valuable insights into the effectiveness of your CX strategy. By tracking these metrics, you can identify trends and patterns in customer behavior, and adjust your CX strategy accordingly.

Optimize Touchpoints

While creating a customer-centric experience, remember that an effective CX strategy considers every touchpoint where customers interact with your brand. This includes your website, social media channels, mobile apps, customer service, and more. 

Ensuring that these touchpoints align with your customer's needs and preferences is essential to creating a customer-centric experience. This can be achieved by personalizing your messaging, simplifying the user experience, and providing proactive customer support.

Let's say you're a fashion retailer with an online presence. By analyzing your customer data, you discover that many of your customers are mobile-first shoppers who prefer to browse your website on their smartphones. To improve their experience, you can optimize your website for mobile devices, ensuring that it loads quickly and is easy to navigate on a smaller screen. 

Additionally, you can implement a live chat feature on your website to provide proactive customer support and address any questions or concerns in real time. By providing a seamless experience across all touchpoints, you can create a positive impression of your brand and increase customer satisfaction and loyalty.

Use Social Media Channels and Omnichannel

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Social media and omnichannel are the future of CX. Customers expect to interact with brands on multiple channels, and social media is becoming an increasingly important touchpoint. Brands that fail to provide a consistent and engaging experience across all touchpoints risk losing new customers or existing customers to competitors. An effective CX strategy must consider these trends and prioritize social media and omnichannel capabilities.

For example, let's say you're an e-commerce company selling beauty products. By monitoring your social media channels, you discover that many of your customers are using Instagram to discover new products and engage with your brand. 

To leverage this trend, you can develop an Instagram strategy that includes regular posts, Instagram Stories, and influencer partnerships. This not only helps to increase your brand visibility on the platform but also provides a way to boost customer engagement for your brand in a more visual and interactive way. 

Additionally, you can implement an omnichannel approach by integrating your website, social media channels, and customer service into a seamless experience. This ensures that customers can access information and make purchases on their preferred channels, improving their overall experience and increasing the likelihood of repeat business. 

Streamline Your Follow-Up 

Another essential aspect of a great CX strategy is follow-up. Brands must ensure that they are addressing customer concerns and inquiries in a timely manner. This helps to build trust and shows customers that their needs are being taken seriously. Follow-up can also help to prevent customer churn by addressing issues before they become significant customer problems. 

Utilizing automation tools can help streamline the follow-up process, ensuring that customers are receiving prompt responses and resolutions.

Prioritize Customer Experience Management 

Customer experience management is a critical component of any CX strategy. It involves the process of monitoring, analyzing, and improving the customer journey. Brands that prioritize CX management can gain a better understanding of their customers, which can lead a great customer experience. CX management also allows brands to identify and address pain points in the customer journey, improving customer retention and reducing churn.

Jebbit: Your Solution for Customer Experience Improvement 

Jebbit is an excellent tool for improving your CX strategy. Its platform enables brands to create interactive content that engages customers and gathers valuable customer feedback.

By using Jebbit, brands can improve their CX by tailoring touchpoints to meet customer needs, gathering zero-party data, and streamlining the follow-up process. With Jebbit, you can create the best customer experience that sets your brand apart from the competition and will exceed customer expectations and customer success.

Is Your Customer Experience Improved and Optimized?

Improving your CX strategy is essential for creating loyal customers and maximizing CLV. By prioritizing customer needs, tracking important metrics, optimizing touchpoints, and utilizing tools like Jebbit, you can create an engaging CX that sets your brand apart.

So, what are you waiting for? Try Jebbit today and start improving your customer experience strategy!

Jenna Galletti
Content Marketing Specialist

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