Extending the Customer Experience Conversation Beyond the Product

If I’ve learned anything from 23+ years as a digital marketer in the software industry, it’s that customer experience is not just the interaction with a product, but the relationship it starts to build by continually offering relevant content and valuable insights. Having recently joined the Kustomer Krew, I can already tell – they get it. In a company who dedicates itself to helping brands provide a great customer experience, it’s my mission to ensure every interaction with our brand is a great experience, at every touchpoint.

As I make my long commute into the office today, I think about recent conversations of traditional marketing outreach being replaced by content-driven marketing. Essentially, “If you build it, they will come.” But it makes me wonder, with content alone driving my strategy, will I be able to gain the loyalty and the share of voice (SOV) we desire? I imagine our customers are asking themselves does my company’s customer experience lend itself to building the loyalty we desire?

Bringing the Customer Experience to Life

As I embark on bringing the Kustomer Book Club back to life, our second book, “The Effortless Experience: Conquering the New Battleground for Customer Loyalty” by Matthew Dixon, Nick Toman, and Rick DeLisi, we’ll explore the idea of whether or not we need to ‘dazzle’ our customers.

Now I realize these authors aren’t talking about the marketing side of the house, but without the marketing, how does anyone know anything anymore? If we don’t search for that keyword, read that blog, or attend that webinar how will we gain those insights, find those solutions to help us drive revenue and retain our customers?

This book lays out the four pillars of a low-effort customer experience, with robust data, insights and profiles. The authors provide the tools and templates one can start applying right away to improve service, reduce costs, and ultimately generate the elusive loyalty that the ‘dazzle factor’ fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

A 4 out of 5-star rating on Goodreads, I invite you to grab a copy of this book and join the discussion on September 4th. Here are a few thought-provoking questions to get those academic juices flowing:

    1. What are the implications for the future? Are there long or short-term consequences to the concepts the authors outline?
    2. Are the authors recommendations doable and will you be implementing any of the templates provided?
    3. Do you agree with the concept that customer experience should be effortless ?

Get the details to join this conversation: subscribe to the Customer Experience Book Club.

 

Kim Hahn is the Director of Demand Generation at Kustomer.

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