Customer Experience + Digital Marketing: A Recipe for Success

Customer Service vs. Customer Experience (They're Not the Same)

While both customer experience and customer service are vital facets of customer interaction, they are not the same. Customer service refers to specific touchpoints within the process such as product inquiries, processes, or problem-solving, where the customer interacts with the business or its representatives.

On the other hand, customer experience—often abbreviated as CX—is a broader concept that encompasses the entire journey of a customer with the business, from the initial discovery of your brand all the way through the purchasing process and post-purchase support—and everything that happens in between. It's the cumulative impact of all interactions, both direct and indirect, that the customer has with the business and how those interactions make the customer feel.

CX and Its Relationship with Marketing

Customer experience is crucial for every business, whether it's an international corporation or a small mom-and-pop shop. But for local businesses, CX takes on a greater significance. Operating in close-knit communities, every single interaction a local business has with a customer is important.

By providing an exceptional customer experience, you not only foster loyalty but you also turn customers into enthusiastic brand advocates. These happy customers are likelier to recommend your business to others, resulting in powerful word-of-mouth referrals—a highly effective and cost-efficient form of advertising.

As customer expectations continue to soar, local businesses that prioritize and consistently deliver outstanding customer experiences stand out from the competition, securing their position in the market.

Remember, online reviews matter, especially for local businesses. A single positive customer experience, handled with care, can create the positive digital footprint necessary to attract new customers. For your local businesses, investing in customer experience isn't just a choice; it's an essential ingredient for sustainable growth.

How to Build a Robust Customer Experience Strategy

To enhance CX, your business should create a customer-centric culture; one that prioritizes customers' needs.

Your customer experience strategy should entail identifying customers' pain points, defining their journey, and understanding what they need from your business. This understanding can help you tailor solutions to meet these needs.



In addition, training employees in customer service, ensuring product quality, personalizing the experience, and gathering feedback all contribute to building a holistic CX strategy.

Metrics for Measuring Customer Experience Success

You can measure the success of your customer experience strategy in various ways. For local businesses, the easiest and perhaps most effective way is by monitoring online reviews and social media feedback. This is where you'll find valuable insights into customer sentiment. Analyzing reviews and other online feedback from customers not only helps you gauge the overall success of your approach to customer experience but also allows you to identify specific areas in the customer journey that might need improvement. 

CX and Growing Your Local Business

A robust customer experience strategy is no longer optional for local businesses. Customers expect a seamless journey across every touchpoint, and this expectation is closely related to the success of your digital marketing efforts.

Creating a customer-centric culture in your business, personalized interaction, and gathering feedback are crucial elements of a successful CX strategy.