Customer choices and their experiences keep on changing with time. Similarly, the market is noticing a change from service economy to emotion economy.

The recent change in social and lifestyle values forced marketers to look at the economy from a different perspective. Nowadays, marketers appeal to emotions and focus on creating valuable, satisfying, feel-good factor customer experiences.

Why are Customer Experiences Important?

For small or big businesses you have, understanding your customer's expectations is important. Market leaders are focusing their efforts on improving their customer’s experiences. As a result, organizations have become agile and proactive in meeting customer expectations with their workings.

Yes, customer expectations matter the most. To generate positive customer experiences your customers will likely to spend 140% more after a positive experience.


However, many of our small woman solopreneurs get confused with customer experiences and customer engagement. However, customer experiences are completely different terms.

What is Customer Experience?

Customer experience or CX is the outcome of customers' perceptions resulting from interactions with a brand's products and services. From logo to packaging, utility to customer service, feedback to customer engagements - all these factors impact the customer experiences.

How do Customer Experiences Work in the Emotion Economy?

Senses play a critical role in emotion economy. While buying a product, the customer invests in a brand. They do not look forward to mere utility. Instead they expect satisfying experience.

Customers know that even if they buy a particular product, it will still meet the purpose. However, they still buy a specific competitor’s brand. Why? Because, they drive a better customer experience from that particular brand.

If you think that the impact of customer experiences will end here, then you are wrong. Customers will further express their delight through repeated purchases, sharing and influencing other customers about that particular brand. Therefore, as a smart businesswoman, you need to focus on generating positive customer experiences.

How to Generate Positive Customer Experiences?

You too can influence CX through below mentioned ways:

Personalization

Provide a personalized experience throughout your customers’ journey. Build a service experience around them. Whenever interacting with customers, always mention their first names. If you are sending an email, address it with their name. If you are dispatching any parcel, put a small personalized note in it.

Valuable Customer Service

Address their concerns, resolve their queries and suggest solutions. Customers value customer service. Work on your capabilities and provide them with a reason to invest in you.

Build a Brand

Get your logo and packaging material to follow a theme. Invest in a website, if you have a restricted budget you can try a business bio platform. Give a reason to trust you.

We are here to help

Meri Pehchan is a social initiative that helps business women to build their brands. In case you wish us to help you, you can reach us here.


Author

Rajni Gobhil

Founder: MeriPehchan.Me

Creating Bio Websites & Helping Women solopreneurs/ homepreneurs in Branding & Communications.

Connect at: [email protected]