Customer experience strategy – 5 secrets you need to know

Want to make your customer relationships last forever? Learn these shocking truths from real customers. We don’t normally like to gossip, but this is for your own good.

1. They want you to treat them like an equal.
You’re a business, but that doesn’t mean you have all the power: you need your customers way more than they need you. Show them they’re more than a {{First Name}} with personable, in-moment engagement across all channels: a good customer experience strategy is to reply thoughtfully to reviews, interact with social media conversations, and only send promotions and announcements relevant to your customers’ interests.

Learn how to stay engaged with every second of the customer journey >>

2. They trust customer reviews more than they trust you.
Your marketing taglines and banner ads are empty words: customers assume you’ll just say what you think they want to hear. When searching for the truth, 92% of customers consult online reviews. They know they can count on the unbiased opinions of their peers, so they’ll only pay you a visit if other customers can confirm you’re the real deal.

Learn about review management best practices>>

3. They’d publicly declare their love for you–if they knew you really cared how they felt.
You two had a wonderful time. Your customer left with a smile, thinking only of your fantastic business, not of online review sites. It’s not because customers don’t like you that they don’t review you. Plenty of satisfied customers just aren’t typically active online, but if you told them how much their feedback matters to you, they’d throw down 5 stars for you in a heartbeat.

4. A bad customer experience is not a deal-breaker. It’s a chance to prove your devotion.
Don’t let one misunderstanding or slip-up define your relationship. If you really care, you’ll do everything you can to keep your customers happy after a poor experience. A good customer experience strategy is to respond quickly and address the issue before it escalates so the negative interaction isn’t the end of the story, but instead the beginning of a happily ever after.

Learn how to handle negative reviews>>

5. They want constant attention. If you’re acting distant, they’ll move on.
Through review and ratings, your customers are communicating their concerns–are you listening? More importantly, are you taking action? If problems recur with no signs of improvement or complaints are left unacknowledged, customers will give up hope and seek products or services from another company– one who makes them feel special and valued.

You may also want to read Can a good customer review help SEO

Customer experience strategy bottom line: communication is the key to keeping love alive. Show your customers how much you care, and they’ll do the same for you.

About BirdEye

With BirdEye, it’s easier than ever to get new authentic customer reviews, building trust that leads to more sales. In today’s reputation economy, BirdEye provides the eyes, ears and algorithms necessary to create great customer experiences that keep your business at the top.

Want to see it in action? Visit To learn more, go to or call toll-free #1-800-561-3357. Follow us on LinkedInFacebook and Twitter.

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