When you become WISE to customer experience, and people start sharing about your brand, you have to become WISER than the competition.
The R stands for responsive. When people talk about your company, you need to be part of that conversation, especially on social media.Β Responsive is about answering questions, responding to compliments and handling complaints.Β
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Many companies experience the leaky bucket phenomenon. They spend all their energy acquiring new customers but neglect them as soon as the deal is done. Investing in your customer experience can be your best marketing and sales strategy.
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Companies that survive are the ones that are able to get sticky with the customer and offer more.
Third-party testimonials of people who have used the product are powerful especially if you have tried to connect with someone and they're just not responding....
The way we answer can encourage trust and information sharing.
It's about choosing the right balance between privacy & transparency - decide 'before' a conversation what information is to be shared & what kept private.
GOAL
Provide your potential customer withΒ more detailed information to set you apart fromΒ the competition and help buildΒ their trust and confidence in your brand.
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