The Customer Experience Journey is the sum of all experiences that the customer has with you and your agency – the actions and results that make the customer feel important, understood, heard, and respected. Each customer interaction molds and shapes the Journey.
It is essential that you realize that building a memorable customer experience involves strategy, discipline, technology, relationship management, branding, leadership, and commitment – all wrapped in a process to engage, surprise and delight. Each and every one of Fortune’s 2022 list of most admired companies – Apple, Amazon, Microsoft, Starbucks, Walt Disney, to name a few – spend countless hours on how best to deliver a unique customer experience that differentiates them in the marketplace.
There are six essential steps to differentiate your agency from your competitors:
Listen to the customer. This tactic has been neglected by generations of well-intentioned professionals. A pleasurable and memorable experience occurs when the customer has the opportunity to speak about his or her dreams, goals, passions, and aspirations.
Exploit the differences of your services and resources from your competitors. You must be able to highlight these differences. If not, you are in the crowd.
Demonstrate the value of your offerings so the consumer can feel the impact on their key indicators.
Include creativity and passion in building customer solutions.
Demonstrate your personal commitment to ensure that the consumer achieves the outcomes proposed.
Shoot for your customers’ hearts. Engagement and loyalty require an emotional connection.