Despite its popularity, many assume Customer Experience (CX) as a superfluous strategy only meant for companies that can afford quality resources and analytical tools. So, small company owners can easily question if they need a CX program on top of their marketing and sales priorities. However, it’s far from the truth.
In fact, CX is more important for small businesses and startups, even with 10 or fewer employees, than for large or established organizations. Think about it. You are just setting foot in the market, and you need to integrate every possible strategy that gives you recognition in the market.
Here’s why CX is essential for startups!
Understand Your Customers
A CX program involves conducting in-depth research about your ideal customer persona where you identify and analyze behavioral patterns, expectations, and preferences of your potential customers very well. You also study the customer journey and different touchpoints through which businesses and customers interact.
Having a thorough understanding of your customers can help you create personalized marketing methods that appeal to their emotions and perceptions. You don’t have to waste resources investing in generic tactics when you know exactly what they require. So, as a startup, you may be testing new waters, but you definitely know how to navigate strategically if you have a good CX program.
Make a Good First Impression
Customer Experience (CX) is the overall perception customers develop about a particular brand/business as a result of their interactions with it. It starts right when a customer comes across your brand and begins to show an interest in it. If businesses are to deliver a fabulous customer experience, they must create delightful interactions in every touchpoint.
As a business that’s relatively new to the market, you have to ensure you make a good first impression to draw customers and retain them. A good CX program with useful insights about your targeted customers can be very helpful. Customers are on the hunt for businesses that understand them and take their feedback seriously. That’s what CX is all about!
Gain a Competitive Edge
Treating your customers like they are the best customers in the world can bring continuous rewards for a business. A CX program will teach you how to do it in the best possible method. By providing a fabulous customer experience, you will be able to stand out from the rest and challenge even larger rivals. So, even if your business place isn’t situated at the most convenient location, the price of your products aren’t the lowest in the market, and promotional campaigns aren’t the most extravagant events, you can still move ahead in the competition with satisfied customers.
Also, for start-ups, customers are not only a source of revenue but also a marketing agent. Delighted customers take up the task of promoting your business voluntarily known as word-of-mouth marketing.
Is It Expensive?
Customer Experience programs aren’t luxury packages. After all, delighting your customers doesn’t have to cost you an arm and a leg. You can build an effective CX program cost-effectively.
As a business that’s just starting off or relatively new, it’s much easier for you to build a CX program and make relevant adjustments along the way. Also, many obstacles like siloed departments, disengaged employees, and bureaucracy don’t exist in your organization. So, the size of your business is one of the key strengths of your CX strategy.
It’s also easier to establish a customer-centric culture and spearhead the notion of customer experience within the business due to its non-complex nature. You don’t have to spend a hefty amount on CX training programs to get everyone on track.
So, if you think about it, CX is one of the best opportunities available for startups to win the market!
Jaakko is an award-winning CX professional and entrepreneur at Feedbackly, founder and community professional at the biggest entrepreneurial digital community in Finland – Yrittäjä.io. He is a notorious keynote speaker from entrepreneurial stories to day to day human communications and customer experiences.