Susan Serena
- Jul 22, 2022
- 6 min read

A Customer Experience Marketing Strategy Boosts Sales

Customers have more choice than ever before, and they are no longer willing to be treated as an afterthought by companies.

If you want your business to succeed these days, you need to focus on creating great experiences for your customers -- whether that means providing amazing service or just making sure the products work as well as they should.

Customer experience has a direct impact on your bottom line.

It's not surprising that CX is the most important factor in determining customer loyalty and brand loyalty. After all, these are the two ways that you make money. But it can be more than just a little bit surprising to realize that CX is also the single most important factor when it comes to brand affinity and customer acquisition as well!

Brand affinity means consumers are loyal to your brand—but they're not necessarily loyal to you as an individual company or product line. This may sound like splitting hairs (and it is), but there's actually a big difference between saying someone likes Pepsi because they like Pepsi versus saying someone likes Pepsi because they like Coca-Cola.

That said, if you want people who are already loyal customers of yours will go out of their way for you again and again, then investing in great customer experiences for them will help you build up their level of brand affinity over time--and therefore increase those things we've already talked about: recurring revenue from repeat purchases from existing customers (loyalty), cross-sells from friends/family members who have had positive experiences with what we offer (brand affinity), and new sales from people hearing about us through word-of-mouth recommendations (customer acquisition).

Customers who have poor experiences are most likely to share their experience with others.

Customers who have poor experiences are most likely to share their experience with others. They’re also more likely to do so in a public forum, such as online review sites and discussion forums, or on social media platforms—as well as through word of mouth offline.

And let’s be honest: no one wants their business associated with a bad customer experience, whether it's an upset customer talking about it on Twitter or an angry blogger writing about how terrible your service was. This can lead to losing customers, which means losing revenue for your business—and possibly even going under!

A poor experience is not just a nuisance for companies, it can have serious and lasting effects that can take years to repair.

A poor customer experience is not just a nuisance for companies, it can have serious and lasting effects that can take years to repair.
It’s also key to the success of a marketing strategy as well as a brand strategy.

More than half of customers will increase their spending with a company after a positive experience.

However, there's a major caveat: A bad experience will make customers much less likely to buy from you again. In fact, a negative experience will cause them to be more likely to tell their friends about it.

More than half of customers will increase their spending with a company after a positive experience. But if the experience is negative, then more than two-thirds of customers will decrease their spending with that company or stop purchasing altogether.

Great experiences makes customers much more loyal to brands, which means they are less likely to churn.

It's a numbers game. You can't win if you don't play.

Great experiences make customers much more loyal to brands, which means they are less likely to churn. This is good for both companies and customers: happy customers are worth far more than an average customer, and churn is expensive for companies—a waste of time and money!

Experiences can drive customer loyalty in ways that traditional rewards cannot.

Customer loyalty
Customer retention
Customer satisfaction
Customer experience

In today’s competitive marketplace, customer loyalty is a major factor in achieving sustained growth. And one of the ways to drive loyalty is by creating experiences that are memorable and relevant—experiences that can be shared with friends, family and colleagues.

Experiences are the key to building brand affinity, the ultimate goal of any brand strategy.

A strong brand affinity is the strongest predictor of customer loyalty, advocacy, retention and satisfaction. It also leads to higher customer referrals.

What does this mean for marketers? Brand affinity is at the very core of any successful marketing strategy or brand strategy. And it's not something that happens overnight—it takes time and practice to build strong consumer relationships based on trust and respect. Experience is the key to building brand affinity because experiences allow consumers to form lasting associations with your business or product (and thus become more loyal).

Customers value experiences over discount rewards by two-to-one -- and over traditional rewards like air miles by four-to-one.

Consumers are more likely to share positive experiences with others than negative ones, which means that a positive customer experience can have a far greater impact on your brand’s reputation than a coupon or a reward program.

When customers engage in an experience, they are more likely to spend more money with that company going forward—even if the incentive is not monetary. They also feel closer to your brand when they receive an experience as opposed to just receiving financial compensation for their loyalty (i.e., discount rewards).

Experience marketing therefore offers an increasingly effective way for brands to reach consumers in today’s environment of ad blocking and ad avoidance.

The combination of ad blocking and ad avoidance is leaving marketers in a bind as they try to reach consumers.

Traditional marketing methods like television, radio, and print ads have been rendered ineffective by these trends. Instead, experience marketing offers an increasingly effective way for brands to reach consumers in today’s environment of ad blocking and ad avoidance.

With experience marketing (also known as experiential advertising or immersive advertising), brands can engage with their target audiences in ways that traditional media never could: by creating unique interactions that are personalized for each consumer.

Experience marketing is therefore more effective than traditional forms of brand communication such as discounts or rewards programs because it provides direct access to customers who are actively interested in what you have to offer—and who will pay attention when interacting with your brand!

Good experiences make customers much more willing to try new products or services from companies they trust.

As you've probably heard, "the customer is always right." This is true in the sense that customers are the ones who pay your salary, but what it doesn't mean is that every single customer wants exactly the same thing.

What they all want, though, is a good experience—one that makes their lives easier or better in some way. And by giving them this kind of experience (and getting feedback on how you did), you can turn those customers into brand ambassadors who will happily spread the word about your business and recommend it to others.

The best way to achieve this kind of good experience for your customers? By making sure that everything about their interaction with your brand—from their first interaction with your company through every interaction after that—is as positive as possible.

To do this effectively requires constant monitoring and improvement from both marketing teams and customer support teams alike; however, it's well worth doing because once achieved consistently across multiple channels over time (which takes dedication), these efforts will give rise to increased loyalty among existing customers while also attracting new ones!

Positive experiences help build stronger relationships between businesses and their customers, and they help create stronger brands overall.

Positive experiences help build stronger relationships between businesses and their customers, and they help create stronger brands overall. Businesses can use customer experience as a sales tool by offering an easy-to-navigate website, clear pricing structures, easy payment options, etc. This builds trust with the consumer and increases the chances that they will return to do business with you again in the future.

Additionally, a positive customer experience helps build brand loyalty by creating a strong connection between your product or service and your customers’ emotions. When you provide great customer service that goes above and beyond what is expected (like sending handwritten notes thanking them for their business), it adds value to your product which makes people want to come back for more!

Conclusion

The bottom line is that customer experience is the secret sauce for both a successful marketing strategy and a successful brand strategy. You can’t afford to ignore it anymore.