MTOTW #49: The experience a customer has with your brand can affect whether or not they’ll buy from you again, or recommend you to someone else. A recent study found that only 14% of large B2B organizations consider customer experience to be ingrained in their business.
If delighting customers is a cornerstone of your company, make it part of your marketing.
- On your datasheets, in addition to specs and application details, include your customer service promise.
- Include testimonials on your website that speak to customers’ experience with your company as a whole, not just your product or service.
- Finally, don’t be afraid to admit your mistakes. If your company has had quality or service issues in the past, let people know how you’ve changed.
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Complete a Persona Development Worksheet to identify your target customer's traits and pain points and create marketing content that addresses their needs.