Is your customer experience missing something
Customer Experience (CX) has become increasingly relevant for marketers. In fact, it’s predicted to overtake price and product as the key brand differentiator for consumers. As customers’ expectations of brands are increasing, they expect brands to know them and are even report being willing to pay more for a great experience.
This Marketreach guide examines the importance of customer experience and explains what to consider when attempting to influence how your customers experience your brand. The guide explores the growth of customer experience, examines key trends, as well as best practices. It also emphasises the importance of an omnichannel approach to increase customer satisfaction and retain more customers.
This guide also includes a bonus editable customer journey map template. By auditing your customer journey you can identify challenges and problems and find areas that can improve how your customers and prospects experience your brand. It’s designed to bring customer touchpoints into a single framework to help you identify areas of improvement.
As the guide shows, mail can add value to the customer journey – 70% of consumers say that receiving mail makes them feel valued.* And 38% of people bought or ordered as a result of receiving direct mail.^
What you’ll learn
- This guide explores what is new in customer experience – and what that means for your business.
- Key trends, principles and best practice.
- How the right customer experience can transform your marketing.
- Why adding mail to the mix can help enhance your customers’ perceptions.
- What will help you create better experiences for customers – with our free map template.
*Compared to 30% for email. Kantar TNS 2017 and Royal Mail Marketreach, ^ As a result of receiving mail in the last 12 months. IPA Touchpoints 2018.