CX 101: How (And Why) You Should Prioritize Your Customer Experience

The customer experience your brand offers is a valuable asset that can propel the success of your company. Customers have the potential to become loyal patrons, bring in new business, and even create some of the best marketing for your brand. That’s why making sure that your customers have an exceptional experience should be at the top of your priority list. Here’s how to do it:

The Value of Customer Experience

Great customer experience (CX) is about more than fixing problems and providing support when things go wrong; it’s about creating an atmosphere for your brand. Think about customer experience as an ongoing interaction rather than a one-time situation; how do you want customers to feel when they think of your brand, let alone when they do business with you? Your brand’s focus on CX has a bigger impact than you might realize: 46% of consumers say that they place high importance on customer experience when considering purchasing from a brand. 

Or to put it another way, how would you want your brand to be defined by its audience? Words like attentive, helpful, informative, friendly, efficient, and creative are some good thought starters. Consider the look and feel of your in-person and online experiences, the tone of your marketing and advertising copy, and the conversations your customer service team has with your audience. Being thoughtful about your CX design will help drive those values home. 

User Generated Content 

User-generated content (UGC) is an incredibly valuable marketing tool when used well. Consumers see content created by other customers as more trustworthy than branded content; people trust their peers’ reviews and recommendations, even when they don’t know each other personally. More and more people are shopping directly on social media platforms, which makes UGC an even more powerful asset; one in three consumers say they’ve made a purchase after seeing something featured in a livestream on social media. And according to the Harvard Business Review, companies can see a 5-9% increase in revenue for each star they receive on Yelp. 

What’s the best way to inspire great user-generated content? Ensuring that you provide top-notch CX. Customer experience and UGC go hand in hand; 94% of consumers say that reading good reviews makes them more likely to do business with a brand, and it’s clear that providing great CX (on top of offering a great product or service) will help lead to positive reviews. To have the greatest possible impact in the most organic and natural way, take your CX seriously — your customers will thank you for it!

How to Focus on Customer Experience

So now that customer experience is on your radar, how can you put CX front and center in your business strategy? Integrate these simple steps to be sure that your customers are always at the forefront of your company’s decisions. 

Be There Every Step of the Way

Instead of thinking about customer service as a reactionary tool, treat it like a proactive way to earn loyalty. Think about CX as the path that lasts from the beginning of the customer journey to the end, instead of using it as a backup plan you only deploy when mistakes happen. Make every interaction feel special, seamless, and supportive for your customer, and their experience will be memorable from start to finish. Of course, when issues do arise, you should approach them with care and attention. But by treating customer experience as a top priority at all times, you’re more likely to see the long-term benefits of your CX investment. 

Make it Easy

When it comes down to it, the most memorable customer experiences are the simplest and easiest ones. Guide your customers through their purchase journey clearly so they never get lost, confused, or frustrated during the process. Eliminate unnecessary effort by making sure your website is easy to find and use, providing answers to questions consumers didn’t know they had, and going above and beyond in every interaction regardless of whether it happens in person or online. Careful digital and physical CX design will facilitate positive interactions and encourage satisfaction, engagement, and repeat business.

Create a Streamlined Customer Support System

Software that allows you to manage customer communications efficiently will make your CX even better. Send out automated emails prepared with personalized copy at every step of the purchase journey, from completed transactions to shipping updates and post-sale support like returns and exchanges. The easier you make it for customers to track their order progress, the more empowered they’ll feel to do business with you again and again. Provide access to shipping information and make it easy to reach a member of your team with questions or concerns. This kind of openness and transparency makes customers feel like they’re always in the loop, and that will boost their confidence and trust in your brand. 

Keeping customer experience at the center of your business strategy turns your audience into your most powerful marketing tool. When you’re ready to get serious about growing your jewelry repair brand with powerful CX, Reshyne is here to help. Our digital platform will help you launch modern customer experiences complete with an intuitive shopping interface, real-time progress tracking, and personalized customer support, all integrated seamlessly with your website. Schedule a demo today to see how Reshyne can help you prioritize and provide customer experiences that move the needle for your business.