What is Customer Experience Strategy?

With a customer experience strategy, you can be sure that your customers are leaving happy and coming back for more. Here’s what you’ll find in this article. 

Why Customer Experience Matters 

Customer experience matters for a very simple reason: your customers care. The better your customer experience, the better chance you have of getting your customers to come in for more. According to SuperOffice, more than 86% of customers are willing to pay more for a better customer experience. 

These days, the customer’s voice matters more than ever. After all, more and more customers are discovering businesses through customer reviews. 

How Do You Develop a Customer Experience Strategy? 

So now you know why customer experience is important. What can your business do to make sure that you’re providing a quality experience throughout the entire customer journey? The answer is developing a customer experience strategy. 

Customer experience strategy is how your business can improve the customer experience across every customer touchpoint.Whether a customer interacts with your social customer service team, mobile site or sales representative, every touchpoint should compliment the other. Here’s a couple of things that you should take into account when developing a customer experience strategy. 

Leverage Customer Data

In order to build a great customer experience, it’s important to collect data on how your customers feel about every touchpoint of the customer journey. You can leverage this data in order to both identify possible areas of improvement and build on areas where you’re already excelling. 

Competitive Insights 

To be sure that you’re providing the best customer experience in the area, it’s important to keep a close eye on what your competitors are doing. 

An easy way to keep track of your competitors’ customer feedback is by looking at their profile on review sites. Take a close look at what their customers are praising. Maybe their reviews are consistently talking about “good service” and “short wait times”. Consider making improvements to your own customer experience to fix these issues. 

Customer Experience Mapping 

The first step to developing a customer experience strategy is mapping what your customer experience is like. After all, you can’t make improvements to the customer experience process until you understand the customer journey from start to finish. 

So how can you build a customer experience map? The first step is collecting data on your customers. Make sure that you understand their feelings throughout the process. 

Here are three ways you can start mapping your customer experience. 

Online Review Monitoring 

By monitoring your online reviews, you can keep track of what your customers are saying across the Internet. Keep a close eye on your overall star rating, as it can be an accurate gauge of overall customer opinion. 

It’s also important to pay attention to review text. This can give you a great idea about what customers are complaining about and praising in your current customer experience. 

While the big sites like Google and Facebook are where most customers go, it’s important to pay attention to review sites within your specific niche. 

Surveys 

Of course, online reviews aren’t the only type of customer feedback that you can collect. When you send a customer survey, you can get feedback on specific areas of the customer journey. A real estate agent can send a client surveys after major milestones, in order to get a better idea of how the customer feels throughout the sales process. 

Here’s a couple of different surveys that you can send to customers. 

Net promoter score is an easy way for you to find out how your customers feel about your business. It works like this: your customers are asked to select how they feel about your business on a scale of 0-10. 

Collecting Competitive Insights

But remember, it’s also important to start collecting data on your competitors. Obviously, it’s a little bit harder to do this. After all, it’s not like you can stand outside of your competitors’ stores and ask everybody who walks out the door to take a survey. 

Of course, there is an easier way. Keep an eye out on your competitors’ online reviews. Remember, reviews are authentic feedback from customers. 

If one of your competitors has a higher overall star rating than you, keep an eye out and see the areas where customers are praising them. If a competitor is consistently getting praised because of “short wait times”, it might be a good idea to explore options to cut down on your own wait time. 

Blaze Pizza’s Customer Experience Strategy 

Blaze Pizza was pursuing aggressive growth opening a new location every five days. It was almost impossible to collect customer data in the midst of this rapid expansion. Of course, BirdEye gave Blaze Pizza the tools they needed to start building their own customer experience maps. 

With BirdEye, Blaze Pizza was able to keep track of reviews, Net Promoter Score, and review insights within the BirdEye dashboard. 

In addition, Blaze Pizza had the option to look at competitors through the BirdEye dashboard. Blaze Pizza could see the location-by-location data, comparing its own stores with those of nearby standards. 

Blaze Pizza found that customer happiness led to more revenue. Stores with a overall review rating higher than 4.4 saw same-store sales growth of 15%. Click here to read our full case study of Blaze Pizza. 

Customer Experience Management Software 

BirdEye is the best customer experience management software. With BirdEye, you’ll have all the data you need to start improving your customer experience. Here’s what you can do with BirdEye’s all-in-one dashboard. 

Monitor your Online Reviews 

Remember: online reviews provide you with valuable customer feedback. Customers give you valuable feedback about what they liked and didn’t like about their experience. The only problem is that there are hundreds of review sites across the Internet. 

With BirdEye, you can view reviews from over 150 sites in a single dashboard. You don’t have to switch between dozens of review sites to find out what your customers are saying. It’s feedback from all over the Internet in one place. 

Easily Send Customer Surveys 

With BirdEye, sending surveys is easier than ever before. BirdEye allows you to send surveys including Net Promoter Score. You’ll be able to analyze the results within the BirdEye dashboard. 

Worried that your customers don’t want to take long surveys? With BirdEye’s customer experience template, all customers have to do is pick between three options: happy, sad, and neutral. 

BirdEye’s surveys are award-winning and fully customizable. Whether you want to send a simple survey or a complex one, BirdEye has got you covered. 

Insights with Natural Language Processing 

Remember, overall star rating isn’t the only data from reviews that matters. There’s also the unstructured that you get from review text. 

Of course, it can be hard to get any sort of insights from mountains of review text. It can be hard to tell where the legitimate issues are or whether a reviewer is just a constant complainer. Natural Language Processing gives you the information you need to cut through the noise. BirdEye’s NLP engine Athena gives you the insights that you need to understand what categories are being talked about the most. 

Of course, Athena doesn’t just collect data on your reviews. Athena lets you know how well you’re doing in comparison with your competitors. Make sure that you never fall behind in a single category with BirdEye. 

Make Your Customers Happy with BirdEye 

With BirdEye, you’ll have all the information you need to start building fantastic customer experiences. More than 50,000 businesses use BirdEye to engage closely with customers and get the feedback they need to start driving revenue. 

Click here to start growing your business with BirdEye.

Share this article