Humans are emotional creatures whose search for meaning influences which brands they want to share experiences with. That’s something that many companies strive to provide, but more often than not, the customer experience (CX) programs they use are built around reporting and increasing metrics, not providing a bolder and more human interaction. Numbers are certainly important, but creating a more connective experience for customers isn’t just good for them—it’s great for your employees and your bottom line.
Here’s how to make your experiences more emotional and more connective in three steps:
- Gather Unstructured Data
- Disseminate Findings
- Execute
Step #1: Gather Unstructured Data
Metrics are great for telling a brand that a problem might be occurring somewhere in the customer journey, but that’s about all they can tell you. Unstructured data, on the other hand, consists of what customers are saying about your brand and the experiences it provides. This type of raw, expressive feedback is crucial to creating a more emotional experience, which means that brands everywhere need to focus on gathering and analyzing it.
If you haven’t already, take some time to consider what questions your customers would enjoy answering. Perhaps more importantly, put space in your surveys and feedback collection tools that allows customers to express themselves in their own terms. This strategy enables organizations to learn what customers consider most important about an experience and alert them to touchpoint breakages that companies themselves may not even know about. It also allows brands to put that customer sentiment toward a more connective experience.
Step #2: Disseminate Findings
Once you’ve gathered unstructured feedback and fed it into an experience platform that can analyze it for actionable insights, it’s vital that that intel be shared with the rest of the organization. A lot of companies keep these findings siloed up with their CX teams, but roping other departments into the process allows everyone to make the improvements necessary for a more emotional experience.
This process is also essential for better understanding your customer. When every team in the company collaborates, you can paint a 360-degree picture of your customer, which creates a deeper understanding of who your customers are and what meaning they seek from you. This further allows your organization to make an emotional experience, as well as tweak nearly anything else about both transactions and relationships to create Experience Improvement (XI).
Step #3: Execute
This is another area where a lot of brands fall short with their experience programs. They put a lot of time into gathering findings, but stop short of actually executing on them. Putting this work in is far from easy, but it’s absolutely essential to creating a more emotional experience for your customers. Tie your program actions to concrete financial goals and closely monitor how things go. Making your goals as quantifiable as possible doesn’t just simplify tracking progress; it also makes asking the board for more funding a lot easier when you have numbers to back your success up.
Creating emotional customer experiences is essential in a world of fierce competition. When customers feel they have a special bond with you, they’ll keep coming back even when other brands are trying to woo them. Experience Improvement (XI) also creates a much stronger bottom line for your brand, enabling you to become a marketplace leader or maintain your dominance in your vertical.
Click here to learn more about the power of emotional customer experiences. Kristi Knight, our CMO, applies decades of marketing and CX expertise to a strategy that will empower your brand to build better customer relationships, make more revenue, and find greater marketplace success all in one motion.
