Customers today aren’t won or lost on just the product, it is the experience that surrounds their buying experience that matters.
As your CX agency, we can help you understand decisions such as how to brand, which website to build, where and when to most effectively advertise and what an in-store experience should look like.
Knowing the journey your customers have to take and helping them along it is one of the most important things you can do for business success.
A CX Agency can help you understand your customer journey, allowing you to make informed decisions in areas such as branding, digital experience, SEO, in-store experience. At CX marketing we have lots of experience across the leisure, manufacturing and B2B industries for some amazing clients. We also apply our unique approach to employee experience strategy for clients such as Nissan Europe.
A large accountancy practice in the North of England, our client TTR Barnes asked us to help them understand what their brand experience should look like. We spoke to business owners about how they had chosen or changed their accountancy provider. Why they had done it and what influenced their decision along the way. The biggest finding for us was the length of time for research and consideration that clients took while still with their existing provider, even when they were deeply unhappy. Delving deeper into this allowed us to develop the right content, SEO and influencer strategy for TTR Barnes, that not only increased their website traffic by 300% but also improved their overall client comms and reputation.
How can you be confident as a brand owner that you are saying the right thing to your customers at the precise point of their journey where it will make a difference? Budget decisions can all-to-easily become overwhelming.
Increased media fragmentation and the ability of customers to rapidly dip in and out of different channels means old customer models are no longer relevant. AI, algorithms and automation will only do so much (for the moment).
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