Customer Experience is Critical to Your Brand

No Customer Experience,
No Brand!

What is the single most important opportunity that your business has available in 2018? It’s the experience that your customer has when doing business with you. If your customers experience isn’t a good one and better than your competition, you can forget your brand. After all, why should she come back if she has a bad experience. She can do better elsewhere. There are many reports out today that say that customer experience will overtake price and product as the key differentiator by 2020. That’s less than two years away and for many companies, that prediction has already come to pass.

So, what is customer experience? It’s everything your business does that has an impact on how the customer feels after her experience with you. It includes all touchpoints that are involved during contact with the customer, as well as those that have no impact at all. Customer experience is all about how your customer feels about the way she has been treated. The result is how likely she will return and tell others about her experience.

5 Ways That Customer Experience is So Important

  1. Makes For Happy Customers

Customers appreciate it when you listen to their needs and act accordingly to give them what they feel they need.

  1. Reduce Employee Turnover

Customers have identified bad brand experiences as the primary reason for employee turnover. Good customer experience strategy helps tremendously in identifying the cause for this churn.

  1. More Income

Good customer experience strategy goes a long way in increasing both short-term and long-term revenue.

  1. Beats the Competition

Most companies have no long-term plans or goals. This leaves the field wide open for well executed customer experience strategy that out shines the competition and places those companies in the lead. A strong customer experience plan makes it’s way throughout the organization before the competition knows what hit them.

  1. Makes Brand Advocates out of Customers

Forums and review sites can make you or break you. If you have done a good job to transforming customers into brand advocates, the outcome can be a good one. If not, this outcome can be the Death Nell of your business.

 How Brand Advocacy and local marketing can be an asset:

  1. Recommendations to friends, family and neighbors.
  2. Shares and good mentions on social media.
  3. Positive input throughout all of the online activities that are used by today’s world.

Brand Advocacy, spurred by an outstanding customer experience strategy can make or break your business.

About The Author

Gordon Conner is a Marketing & Branding Consultant/Coach who helps build WOW brands for small local businesses. He has been providing advertising, marketing and branding services for 40 years and lives in Midlothian, Virginia. He can be reached at, or read more at


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