Businesses must evolve and grow to be successful but poor customer experience could hold you back.

You’ve got a website that you’re happy with, great marketing collateral and your social media channels might be banging but your customer experience (CX) and user experience (UX) must align, consistency is key.

People don’t always complain they just show you with their feet (a quick google search tells us: 96% of unhappy customers don’t complain, however, 91% of those will simply leave and never come back) and they tell their friends, family, and colleagues about their bad experience.

As business owners, we’re always brainstorming ideas and trying new things to attract new customers. And, it’s natural to look at what the competition are doing, if we presume some aspects of their (our competitors) offering is successful, we might try to replicate some of those “presumed” successful features/benefits into our business. But remember who you are, if you’re going to implement the change you must fully embrace your new offering; team on board and plan in place, do it as well as or better than the competition.

Do a SWOT on your competitor and then do the same for yourself, compare the two:
• Strengths
• Weaknesses
• Opportunities
• Threats

A great idea doesn’t always mean it’s right for you, your business or your customers;
• Do you have the resource (time, budget and people) to implement the idea well
• Will the value outweigh the risk
• How are you going to launch; soft launch or grand reveal.

You only get one chance to make a good impression, build a plan around; your business model, your customer and you’re more likely to succeed.

Ensure everything your audience interacts with aligns as a true reflection of your brand and provide great CX/UX;
• Marketing & Advertising
• Customer Service
• Delivery
• Pricing
• Sales
• Visitor Experience
• User Research
• Usability

When was the last time you put yourself in the shoes of your target audience? If it’s been a while take time to walk in their shoes, through every aspect of your business, see your business through their eyes. Are you happy with the experience you had?

If you want some help with your customer experience and you need brand synergy across your marketing activity, give us a call, let’s talk through how we could help you.

If you’d like to grab a coffee and talk through your ideas, give us a call us today on 01422 254312 or contact Natalie, Client Ambassador on nat@fivetalents.co.uk