What is Customer Experience Marketing?

The definition of customer experience marketing (also known as CX marketing) is a marketing strategy that puts the customer experience as the main focus over simply selling products or services. The goal of CX marketing is to exceed customer expectations and provide them with personal experiences that they will fondly remember.

If you feel like your customer experience is lacking, it could be the result of not knowing your audience well enough. You need more than just basic demographics to truly understand what your audience wants.

What Is Digital Marketing Customer Experience?

Customer experience marketing is critical because negativity can significantly damage the reputation of a company. Studies have shown that after one bad experience with a company, it takes an average of 12 positive experiences to repair the damage with that customer. That’s why you want to make sure that your CX marketing strategy is perfectly catered to your audience. Otherwise, you’ll have to work overtime to mend the broken bond between the customer and your brand.

Positive reviews are very important to a company’s reputation, but negative reviews are more impactful. Potential customers look at positive reviews as a standard; they are expecting your company to be good. However, negative reviews are more likely to gain more attention. Word of mouth spreads like wildfire on social media and one bad customer experience can snowball into a storm of angry or leery customers.

This doesn’t just happen on social media platforms. It can also be the case when it comes to old fashioned in-person word of mouth as well. That’s because the average American consumer will share a positive experience with 9 people they know. On the flipside, they will share a negative experience with an average of 16 people in their circle.

Companies can’t expect that every single customer will be happy 100% of the time. However, companies should strive to make customer experience digital marketing a focal point in their marketing strategy.

If you focus on customer experience marketing for your brand, you will see the following benefits:

  • Increased brand loyalty
  • Increased profitability in the long-run
  • Insight into customer behavior
  • Increased brand trust
  • Increased customer satisfaction ratings

Here are a few CX marketing strategies that you can implement into your brand:

  • Match your business strategy with your customer experience marketing strategy
  • Have a comprehensive understanding of your customer base
  • Put yourself in the customer’s shoes
  • Create memorable experiences for your audience
  • Promote community engagement
  • Get your customers talking about your company in a positive light

If you make customer experience marketing a top priority within your brand, your customers will take notice. Set aside a budget for CX marketing and make sure that all of your shareholders are onboard with your plan. This will ensure that everyone is on the same page and thinking of customer experience marketing as a discipline that needs ongoing improvements to stay ahead.

At the end of the day, whatever budget you set for customer experience marketing will pay off in the future. Keeping your customers happy will help your business bring in new customers and have them returning for years to come.

SharpSpring, Inc. is a full marketing automation company that can help your business improve its customer experience marketing. For more information or to request a demo, visit our website today.

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