The world is changing at breakneck speed. That includes what customers consider when it comes to making a buying decision.

Living in the middle of a global health crisis brought on a new set of challenges for many. When there was a different way of doing business, it forced us to search out new sources and solutions.

That Was Then, This Is Now

Not that long ago we could solve a problem by having a conversation that would lead to a word-of-mouth referral.  Now, when your exposure to others is limited, it drives you to go online to see what’s out there. What you find can be overwhelming. You need a filter to wade through the staggering amount of information and endless choices.

The new filter isn’t always about the best deal you can score.

Up until now, customers made the decision to buy based on things such as brand reputation and price.  

We’ve now entered the era of customer experience. In fact, 86% of buyers will pay more for a better customer experience.

An observation by Dhaval Sarvaiya* notes “Great customer experience, even if it demands a slightly higher price will make even customers on a fence to make a purchase. In short, great customer experience can tune up the conversion rate for your business. 

This includes mapping out a customer journey, providing digital self-service in the form of chatbots and FAQs, trial periods, and rewarding loyalty.

Your customer journey is only as strong as the platforms to deliver it.

Increase Conversions And Retention Rates By Focusing Here

  • A customer-centric message that highlights customer benefits over product features.
  • A digital sales funnel built and structured in the rules of relationships – curiosity, enlightenment, commitment
  • A clear company mission that communicates why the company exists to engage staff to know the part they play to deliver it
  • A corporate communication model with consistent talking points to get your internal audience on the same page

Companies Who Put the Customer First Win

When customers have more choices now than ever, they are leaning toward companies that put them first.

Invest in the time to develop a smooth customer journey and structure your delivery platforms in a way to deliver an amazing customer experience. 

Need help? As a Business Growth Advisor and Marketing Consultant I have the resources to get you there.

Your Jumpstart Question

Have you taken the time to find the gaps in your customer journey?

When you don’t place the focus on a great customer experience you end up spending more money on marketing to acquire new ones. It’s a vicious cycle. Now is the time to make your customer experience soar. Schedule a Call.


*Dhaval Sarvaiya. “5 Customer Experience Strategies That Will Make Your Business Conversion Friendly”. October 25, 2020.