“Brand is no longer what we tell the consumer it is, it is what consumers tell each other it is.”
What is brand experience? why it is so important
The means by which our brand is created in the mind of stakeholders through all experiences interaction with or involving the brand is known as the brand experience. It can also be defined as all the interactions people have with a product, service, or organization.
Without customers, there is no business. The customer is the real queen! From organizational structure and culture, everything is demoted to fit a customer centric frame. most of the brands fail as they do not listen to their customers. Your business success depends on how you treat your customers. People are influenced not by the messages but rather by the experiences they get from the brand.
Customer experience is the key to success
Customers are your investors. if you consider an example of Apple users you will notice no matter how much the product cost they will stick to it. Why? Cause Apple values its customer experience and people respond accordingly. They are ready to pay for excellent customer experience and services. Experience is everything, time to raise the bar!
Customers are more demanding than ever!
According to research, it takes about 12 positive experiences to repair the damage caused by a single unresolved negative one. Competition is very high, one single mistake can make you lose your customers forever because people are less tolerant. Also, there are several options available to them, if they are unhappy with your service they will seek somewhere else.
Bad customer reviews spread like a wildfire!
People question all the good things they hear about you but believe all the bad without a second thought. Better take care of how you are treating your customers and how positive they are about your service. No one remembers average!
Angry customers can damage your brand name!
Jeff Bezos once said "if you make your customer unhappy in the physical world they might each tell six friends. If you make customers unhappy on the Internet they can each tell 6000 friends''. You can see how important it is to keep your customers happy and satisfied. Angry customers can spill venom on your brand reputation after a bad experience. This would defame your brand's image. Once the words are out there on the Internet they can't be unseen. Bad things catch more attention than the good one
It is important for companies to connect with their customers in a way that goes way deeper than the usual brand-consumer relationship.
“Customer experience is the last source of sustainable differentiation and the new competitive battleground”
Strategies to boost the brand experience
Raise the bar on your customer service
Customer says constant good service is the main reason for them to stay loyal to the brands. Brand experience matters the most. With the excellent service, you can target more and more audience. Besides organizing fundamental strategies do consider customer service.
Promote shared value with your ideal customers.
Sharing values, similar opinions, or common philosophies on a particular issue is the only significant way to build a good relationship with consumers.
The majority of customers care about the things you stand for what your company stands for doesn't have to be lofty but have to plant your flag on an issue that matters. Customer's priority valued by your brand is the way to create a genuine connexion with customers.
Create helpful community customers.
A brand community is a group of customers was invested in a brand beyond what is being sold. If you want to make sure customers are continuously having good interaction with your brand builder relevant community customers. Their interaction isn't limited to your onboarding process, websites, or your check-out process- they are everywhere a customer interacts with your brand.
Now you see how important brand experience is. Besides building a good strategy, fundamental structure, and innovative ideas, you also have to build good relationships with your customers. You have to give them the best experience they can ever have. They must value your product as well as services.