How to Develop a Customer Experience Strategy That Encourages Interaction

February 8, 2023
Ty Nilsson
November 5, 2020

Gone are the days when the only thing you needed to worry about was creating a great product. Customer experience is now a product on its own. Brands of all shapes and sizes are driven to make every interaction seamless and intuitive, the way Apple and Amazon do.

If you’re looking for ways to take your company growth to the next level, improving your customer experience should be a top priority.

The Importance of Customer Engagement

How do you deliver the best customer experience? Today’s consumers are looking for an intuitive platform that’s easy to use and naturally engaging. If you provide that, your customers can become loyal brand ambassadors who promote your brand but, more importantly, drive deep loyalty that translates into revenue for you.

This guy shows you how to develop a customer experience strategy that encourages engagement.

What Is a Customer Experience Strategy?

Before we go any further, let’s discuss what a customer experience strategy involves.

Customer experience is every interaction a customer has with your company, from the first time they learn about you to the time they reach out for customer support, and everything in between. A customer experience strategy is a plan for optimizing every interaction and touchpoint your customers have with your business.

There are many ways to build a customer experience strategy, but the most effective plans usually include a:

  • Description of your customer
  • Vision/goal
  • Analysis of your current customer experience
  • Plan of action
  • Accountability measures
  • KPIs (key performance indicators)

If your strategy includes all of these elements, you’ll have a much easier time measuring whether or not your strategy is working and where you can make improvements in the future.

Steps for Creating a Customer Experience Strategy

Knowing the components of a great customer experience strategy should help guide your efforts. But you may still be wondering how to get started. Here are some actionable steps for creating your customer experience strategy:

  1. Review your existing strategy.
  2. Identify your customers and their needs.
  3. Determine customer interaction points throughout the conversion funnel.
  4. Consult with teams that interface with customers, either directly (i.e., sales team) or indirectly (i.e., marketing team).
  5. Set an overall goal for your customer experience.
  6. Set goals and KPIs for achieving your overall goal in each phase of the conversion funnel.
  7. Train employees on these goals.
  8. Track performance.
  9. Get feedback.
  10. Revisit and revise your strategy often.

Following these steps will ensure your strategy covers every aspect of customer experience. It will be measurable and create tangible results, cutting out the guesswork that comes with so many elements of improving customer satisfaction.

Ways to Measure Customer Experience

No customer experience strategy is complete without choosing the right KPIs and implementing solid reporting methods. So how do you measure customer experience? Here are a few popular strategies to try.

  1. Net promoter score: One of the most popular KPIs for measuring customer experience, an NPS tells you how likely your customers are to promote your business to someone else.
  2. Customer effort score: How much energy does it take for a customer to get through any particular interaction with your business? This metric will give you the answer.
  3. Customer satisfaction score: This KPI tells you the average satisfaction score of all customers for any particular experience, such as adding items to an online shopping cart or contacting customer support.
  4. Customer churn rate: It’s always better to retain old customers than to constantly attract new ones, and this metric will tell you how many customers you’ve lost over any certain period.
  5. Customer journey analytics: Do you know how long your customers are spending on your website? Or how long it takes them to finish a purchase? The better these metrics are, the better the customer experience.
  6. Customer surveys: Even though quantitative data is important, you can’t get the full picture of your customer experience without getting some qualitative information, too.

How to Use Microapps in Customer Experience

Having a user-friendly and mobile-friendly website is one crucial element of running a modern business. If your website is lagging in usability, microapps can help enhance the customer experience.

Like a custom app or cutting-edge website, microapps allow you to create a unique customer experience. Whether you’re interested in delivering case studies, training, or pitches to your customer, a microapp gives you the ability to do just that.

How Tiled Works

With Tiled, it’s easy to engage your audience by sharing microapps in person, over email or text, or online. Tiled microapps can be embedded into websites or intranets, giving your customers the chance to interact with your business more easily from wherever they are. You’ll also have the chance to see how your microapps are performing so you can deliver even better results as time goes on.

Here’s how it works:

  • Design a microapp using the tool that works best for you.
  • Add in media tiles, interactive fields, or other formats.
  • Embed your microapps, share them with customers over text or email, or host a presentation online.
  • Control your microapp using special permissions.
  • Check out a comprehensive reporting page to keep tabs on customer engagement.
  • Get real-time notices to further optimize your microapp.

Enhance Your Customer Experience Today

If you’re ready to develop a customer experience strategy that encourages interaction, contact Tiled today. Our powerful features are easy to integrate with the tools you’re already using, including Salesforce, Google, Canvas, and more. Request a demo and start building your first microapp today.

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Ty Nilsson
Sr. Director of Demand Generation at Tiled