Ways to Improve Your Customer's Experience with Your Brand


For years, we've talked about improving the customer experience. Now it's time to walk the talk. Customers want information and service.


Once they walk through your "front door," whether virtually or in person, all attention should be on the customer. You are not selling a product or service but an experience.

Customers judge the experience by how they are treated as a person. As marketers, we need to think like imagineers to help make that experience remarkable from first to last impressions.

What are you doing for customer experience?

After more than a year of a global pandemic, brand loyalty depends on effective, clear and smart communication. The human connection begins online. Look at everything you are doing and offering in the digital space. Schedule content around what customers want, not what you want to say about yourself.


Include video on all channels and consider featuring frontline employees. Let them tell their stories about how they serve customers. Consumers want to feel appreciated and cared for.


How are you keeping your customers safe?

Now more than ever, health and safety are top of mind. Consumers are staying away, shopping from home and limiting contact with others. Priority is to reconnect with those customers and make them feel safe. That begins with reassuring them that all possible precautions are being taken to keep them safe.


Who can consumers trust?

The 2021 Edelman Trust Barometer reveals an epidemic of misinformation and erosion of trust, particularly in the US. Position your brand as the community's trusted authority in your category.


Do your values align with those of your customers?

A recent Consumer Index Report shares that 65 percent of consumers are more likely to support a brand that cares about the same social issues they do. Part of the consumer experience is seeing action from your brand in the community.

It's not time for platitudes, but it is a time to tell a good story. Share photos on social media of employees helping others. Relate to your customers and humanize your brand.

Now is the time to listen and reimagine how to create a remarkable customer experience.


It's not time for platitudes, but it is a time to tell a good story. Share photos on social media of employees helping others. Relate to your customers and humanize your brand.

Now is the time to listen and reimagine how to create a remarkable customer experience.

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