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M
Magda
5 years

3 Ways to Reinvent Customer Experience

Businesses are thinking and rethinking the way they can connect with customers and drive them to conversion. But, how can a business stand out from the rest? With the amount of competition out there, it's time for reinvention, companies need to think outside the box and focus on ways to disrupt old marketing. 

Many think Amazon's been eating all the cake but we did some looking around and found these 3 ways that customer experience is being reinvented. 

Use data to make the customer feel unique

Word of mouth is still a thing and with social media, its effects are almost unmeasurable. Here's an infographic that sheds light on some facts about WOM and sales. 

wom


And what better way to get your customers talking than by providing super personalized experiences for them. With a data-driven strategy, you can find out what piques the interest of your client. From including a note to including some freebies, you can find out more about your customers' needs and make sure you're giving something extra to them. 

Build a relationship and increase retention

Many worry about the acquisition and forget about customer retention. According to a report by Bain & Company:

“A 5% increase in customer retention can increase a company’s profitability by 75%”.

Customer retention not only costs less than acquisition but also it brings many benefits. This post by Access Development includes some of them such as more profitability and better feedback. 

Do things differently and set the focus on building a relationship with your customers and make them feel like part of the business. Drive them to feel joy every time they interact with your brand's offerings. 
 

Tech-first

How will IoT and AI affect customer experience? Only time will tell. But as of right now, you can really boost CX by using technology such as wearables and mobile. Provide more control and information to your customers before, during and after a purchase. 

An example of this is mentioned in this article about wearables in Carnival Cruise Lines. Similar to Disney's Magic Bands, they're completely transforming their guest experiences by introducing the Ocean Medallion, a wearable band that will allow them to order food and stays informed of the latest activities during the cruise. 

John Padgett, chief experience and innovation officer, global experience and innovation at Carnival Cruise explains:

"It's changing the perception of the guest experience as it's increasing engagement and increasing the impact of the experience."

Again, we'll watch closely how sensors and data obtained thanks to the Internet of Things, will continue to transform our lives and the experiences of consumers worldwide. However, we can still see that the human experience is key, even immersed in this tech-driven society.