In abstract, the relationship between your business and your customers can be boiled down to a transaction. However, when you’re trying to ensure that your customers opt for your brand over your competitors, it becomes a lot more complicated than that. In trying to influence this decision, you begin to cultivate an experience. This experience encompasses many different things, meaning that giving each area as much attention as it deserves can ensure that you’re not neglecting anything. After all, all it takes to ruin an experience might be one weak element.
Engagement
If you can’t convince customers to try out your brand in the first place, this is arguably your biggest problem. A lot of this might come down to your marketing, but even that is a multi-faceted problem in itself. It’s not just about whether your marketing is any good but who you’re directing it at, where they’re seeing it, and what kind of scope you’re aiming toward.
Your marketing can’t just reach your audiences; after all, it also needs to ensure that it speaks to something they want. It’s not enough for your marketing campaigns to just exist, you have to think about how they’re going to work—seeing them from the perspective of your customers and asking yourself if it would be enough to work on you.
A Middling Experience
If your marketing does do everything that it’s supposed to, you’ll be fortunate enough to gain some new customers. That’s great, but it’s not the whole story. After all, you don’t want these customers to just try out your brand once, you want them to do it again and again and again—you want them to be repeat customers.
That isn’t going to be achieved by an experience that’s simply passable. You need to understand what the competition is offering so that you can improve on that in some way. It might not be that you improve on it on every level, but if one particular area is much stronger, you might have found your niche. This can help you to identify exactly what you need to give yourself this advantage—such as access to docker extensions that can allow your developers to curate a more integrated experience for your audiences.
Service and Interactions
These might be the core aspects of your customer experience, but how these aspects are presented is equally important. This boils down to your customer service and the ways that your brand interacts with your audiences. Even when this is in relation to something like a customer wanting to put forward a complaint, how you respond to it can make all the difference in whether that customer is retained. There’s a lot of information available on what makes for “good” customer service, but it’s also important to tailor this to your brand personality. Have you made your brand seem personable up to this point? If so, more human and empathetic service will align neatly, as will a more proficient and professional response if a streamlined minimalist aesthetic has been the route you’ve taken so far.