The True Importance of valuable customer experience in ORM

You give some, you take some. That’s the way business works- but when we take into account customer experience, what you give can often dictate what and how much you are able to get!

Revenue, engagement, and productivity that a company strives for is not only subject to their innovations and objectives, but in how happy and satisfied customers are with their experiences with the brand.

Customer Experience in ORM

Value is the key to excel in CX, and secret to sustainable growth. Oftentimes, we see value as one sided – where benefits, another contributes a little more. This can be counterproductive to customer experience growth and innovation.

Mutual value, on the other hand, benefits all when the advantage and gain for both customer and company outweigh the downsides. So what is mutual value, and how can marketers capitalize on mutual value, and what needs to be considered to do so?

Know your customers like the back of your hand. When you are well-versed with your client base and keep track of their expectations and activity, you can create opportunities for your business to grow its customer experience potential.

Knowing your customers holistically helps cater to their needs in more ways than what meets the eye- interestingly, a Forrester research study showed that companies who actively work on their customer experience and develop it competitively have much higher ROI than those focused on advertising.


Zendex reported that 70% of financial companies, 58% of tech companies and 50% of retail companies are set to have larger CX tech budgets than ever before in 2021.

The importance of Insights in CX Innovation

Asking questions and directly reaching out to your client base about products and features can be frustrating, and not very efficient if the wrong questions are being asked.

As a solution provider, it’s important to flip the lens and see how you could appeal to your customers’ sensibilities. You as a company should be immersed in their world, so you can provide the content they want without them having to think about it!

A good way to stay on top of your customer activity is making sure you track, monitor and listen to what’s going on in their space. Gaining insights on how your competitors’ campaigns are being responded to, trending topics that your clientele is involved in, and analyzing general sentiments behind your own campaigns are priceless avenues of data that a company can use to deliver bullseye marketing and service.

Try out Locobuzz’s Social Listening capabilities via a free-demo to explore this potential for yourself!

Building CX Excellence

Uniqueness. Importance, and scalability and of course, relevance – every person longs to feel individual and unique, and that their needs are being custom-met for their convenience and pleasure. When brands keep this goal at the forefront of their customer experience, the chances of a dissatisfied client can be very unlikely.

There’s a cheat code to this- what can you do?

Be consistent

Asking questions and directly reaching out to your client base about products and features can be frustrating, and not very efficient if the wrong questions are being asked. As a solution provider, it’s important to flip the lens and see how you could appeal to your customers’ sensibilities. You as a company should be immersed in their world, so you can provide the content they want without them having to think about it!

A good way to stay on top of your customer activity is making sure you track, monitor and listen to what’s going on in their space. Gaining insights on how your competitors’ campaigns are being responded to, trending topics that your clientele is involved in, and analyzing general sentiments behind your own campaigns are priceless avenues of data that a company can use to deliver bullseye marketing and service.

Try out Locobuzz’s Social Listening capabilities via a free-demo to explore this potential for yourself!

Nowadays every company leans on creating Omni-channel presence- on all digital platforms, you can find them posting and active. Being consistent and regular with your engagement keeps the community you have with your clients vibrant, and invites personal engagement on their side as well- which is useful data that creates actionable insights.

Consistency shows that your company listens, contributes, and lets a customer know that there’s a space to speak into, and be heard.

Fixing a problem

Sometimes things can go wrong, and that’s okay. However, fixing the customer’s problem shouldn’t be the end goal- how enjoyable, swift and reliable that solution is dictates the likelihood of your customer deciding to give your company a second chance

Valuable Customer Experience

Personal attention

A good CX team will adapt their customer experience to the circumstances and general sentiment of their customers at a time. Afterward, they will analyze and reflect on how well it was received, and further tailor their services and marketing strategy to boost their growth.

Having a good insights tool to streamline different analysis avenues can catalyze the process for excelling customer service.

Ease and speed

Removing stumbling blocks in interactions will help you to save your customer’s time, which is usually short. In contrast to tedious experiences of the past, provide the one that is one-click and fast.

Technology is an acquired taste

Consumer data opens a kaleidoscope of opportunities to perfect your customer experience strategy- once leveraged. Using tech tools to do so goes beyond just operational advantages; such tools can be used to explore, analyze and bring actionable insights out of data noise.

The digitization of data analysis and the thorough information it can bring, like sentiment analysis, makes it easy to innovate your CX in a superior way. When considering how to recruit or utilize a technology tool for CX, it may help to consider the following aims.

Aim to make your experience as customer centric as possible

Select specific tools that are necessary and prove practical value, not just those that are popular or more expensive. Something that is indispensable will always hold the most value!

Always be transparent and consistent in your communication

This largely dictates the longevity of a customer’s journey. A good way to provide accurate, timely and swift engagement is to automate; think chatbots!

AI enabled bots can eliminate the possibility of unattended customers, and can provide real-time market research too.

Be clear with your KPIs

It is advisable to set unique KPIs for each aspect of your customer experience and service, so reaching targeted goals becomes smoother and can be easily monitored.

The golden rule- give, and you shall receive!

When you have a successful customer experience exchange, and you’ve made a great impression on your customer. Take it a step further-give weight to the customer’s feedback and create a system of reward when you receive their trust and loyalty!

Hashtag campaigns with and appreciative posts are a great way to honour the customer relationships you’ve built.

Final Thoughts

When you have a successful customer experience exchange, and you’ve made a great impression on your customer. Take it a step further-give weight to the customer’s feedback and create a system of reward when you receive their trust and loyalty! Hashtag campaigns with and appreciative posts are a great way to honour the customer relationships you’ve built.

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