Crafting Consistent Customer Experiences: The Key to Loyalty and Growth

Creating a memorable customer experience takes planning and consistency. It needs to be adopted by everyone within the organization and practiced regularly as if it were a performance. Not necessarily a pitch, but a performance that can be easily adapted depending on the customer’s needs.

Planning what you want your customer experience to mean to stakeholders, how you want to be remembered, and emphasizing consistency is a winning recipe. The goal is to ensure that every time people have an encounter with your company, the elements you want remembered are present and a similarly positive experience is received. Then repeat until it becomes intertwined in the organization’s psyche.

Ask these 3 key questions to help define your CX strategy:

1. What's the experience that you're trying to deliver? Define it first, then communicate it to the entire team and review it as often as possible. Keep everyone on the same, consistent page.

2. What emotions are you trying to evoke? Incorporate these emotions into your experience to make it memorable for the customer. This will drive value.

3. How will you deliver these emotions consistently? Analyze what you’re currently doing in your CX, put yourself in your customer’s shoes, and discover how improvements can be made.
   

Read about my own memorable encounter with Thrive Causemetics- a cosmetics brand that has quickly become my favorite due to their consistent and positive customer experience.

Customers remember an experience whether positive or negative. They often make future choices based on those experiences. Providing them with positive, and consistent emotions will help bring them back time after time. They may even tell others about you, too, and there's nothing like good old fashioned word of mouth marketing.