How Customer Experience Affects Your Brand - 1011 Words

Customer experience is the focal point of brand strategy. Building stronger brands means companies understand their consumers’ priorities. In a 2016 Marketing Week survey, 83% of marketers said they â€Å"believe customer experience is now more central to their role than it was five years ago.† Translation: Customers want to enjoy more than just products and services. â€Å"In other words, if you want that next sale, if you want good word of mouth, and if you want to keep your customers, it s unlikely that anything else you do matters more than delivering a superior experience,† writes Harley Manning, a Fast Company contributor. CMOs and branding experts realize that the customer experience matters. Therefore, they are changing their marketing strategies to reflect these findings. Create a brand strategy that centers around improving your customer experience. How Customer Experience Affects Your Brand Failing at the customer experience can have a significant impact on branding. Mishaps waste your team time and money. Plus, distraught customers buy from competitors and talk negatively about your brand. According to a MarketingSherpa survey, 22% of consumers stop recommending products all together after a bad customer experience. Moreover, a whopping 42% of surveyed customers actually sought brand competitors and even disparaged the brand via word-of-mouth or social media. Len Markidan, head of marketing at Groove, says, â€Å"Just because you can grow your business without aShow MoreRelatedThe Importance Of A Brand For An Organization1508 Words   |  7 Pages2.1 The importance of a brand to an organisation is the most important thing. The importance of the brand is the main thing for a number of reasons. it is more important than ever to promote recognition of a product or service. If you re remembered as a quality provider, then you will be encouraging repeat business. 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