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Written by: Lobo Creative |

Why we care about CX

As we start to build a relationship with a prospective or new client, we initially get to know as much about them and their brand as possible. We discuss their brand, brand strategy, audience types, competitors, and lots more; this is usually to kick off a branding project, or a website design. Often in our industry other agencies will then start working on that project and focus in on it, which we do, but not as immediately as one would think.

As we get an understanding of a business, the area we pay most attention is a customers current experience of the brand. How the business currently interacts with its customers, whether that’s through email campaigns, social media, print deliveries, cold calls, move them through a sales journey, and so on, drives so much of what we do in a single project and helps us position the project perfectly for seeing the greatest level of success.

So, naturally, customer experience is something we love talking about as it is enlightening and opens so many new opportunities for businesses to take. But, for those who don’t know us, we’re often asked what “customer experience” actually is and why we focus so heavily on it. So, here’s a little overview.

The trend

In the current market place, customer experience (CX) has taken the limelight. It’s a universal trait which applies to any industry and most importantly, can affect the future of a business.

In fact, in most markets, customer experience can make a significant difference in trust, loyalty and purchase. Its importance has grown to the point that businesses now design their branding, website, emails, social media and complete marketing outputs around this. While hailed as a differentiating factor that businesses should focus on, there are three major questions that businesses should find answers to:

+ What is Customer Experience?
+ What is Customer Experience Management?
+ Why is it Important?

Once you find the answers to all these questions, you’ll hold a major key to success in your sales strategy. To make things easier, we’re taking the time to answer them for you:

What is Customer Experience (CX)?

To make it easy to understand, customer experience relates to the level of satisfaction that one gets throughout their buying experience with a business. Additionally, this experience also translates into other benefits such as customer loyalty, recommendations, positive reviews and increased brand visibility in a saturated marketplace.

All these factors can be affected by the kind of customer experience one has. So it’s a given that you need to make sure that you’re offering your customers the best experience possible. In a saturated marketplace, customers can be picky and demand the best from you.

What is Customer Experience Management (CEM)?

Now that you understand what customer experience is and how it impacts your business, you need to start focusing on customer experience management (CEM). This relates to the following three major factors:

Knowing your customer – Understanding your customers in order to know their likes, dislikes and buying habits.

Devising an optimal customer experience strategy – Devising a strategy to make improvements in the different customer journey touch-points and buying experience in accordance with customer habits.

Measuring customer satisfaction – Measuring the impact of these meaningful changes to see the difference they can make in customer satisfaction, experience and more.

With the help of these three core areas, businesses can design interactions which help to align customer perception and expectations in order to great meaningful, long term expectations. Other factors include making use of personalisation, customer journey maps and even improving convenience and reachability of the business for customers.

Why is it important?

Customer experience and customer experience management are growing practices which businesses are embracing actively. In fact, data shows that in the future, about 50% of businesses will invest in innovations that improve customer interaction. Additionally, the benefits of improved customer experience make this area worth investing in.

You can easily enjoy the following:

+ Boost in revenue
+ Repeat customers
+ Brand loyalty
+ Brand visibility

This means that you’ll soon see a rise in businesses that devise their web design and brand strategy based on consumer experience. In this manner, you can give your business a serious leg up over the competition in the marketplace.

 

If you would like to talk more about your brand or other things you may need advice on in your business, don’t hesitate to call us or drop us an email.

Written by: Lobo Creative |

We are very excited to be a part of the Silicon South Network. We have such a heart for Dorset (especially Wimborne where we’re based) and looking forward to a new year ahead as we see new events pop up across the county and see growth within the creative economy across Dorset with Silicon South at its helm.

As we’re new to the network we thought we’d share a little about us for those of you who haven’t heard of Lobo before.

Put simply, we help businesses become customer champions. We’re all trying to make the world a better place and our way of doing this is by working with businesses big and small to help them give more engaging, exciting and loving experiences to their customers, making everyone who interacts with them a little bit happier.

At our core, we are a team of designers and strategists. We design materials such as brand identity, websites, apps, UX/UI design, exhibition experiences, marketing collateral, and more. However, all that we do is customer led. Strategically we help business align their values and internal brand to be more effective, but our main focus is upon Customer Experience. Customer Experience is the mapping of every touch point a customer has with a business. We audit these journeys, find the pain points and rebuild them to create an incredibly solid foundation for businesses to market upon.

We work with both businesses directly and alongside other agencies. Working with other agencies seems to be where we can make the most impact. Often, these marketing agencies are creating a tremendous number of leads or awareness for their clients, but the follow through for sales is poor due to the negative impact of the current Customer Experience. We come in, reshape the clients Customer Experience and plug those holes the leads fall through. This creates an incredible platform for growth and avoids wastage of marketing budget. You can find out more about Customer Experience here.

When working with direct businesses, we often come in to solve a problem. Initially it is requested that we create a new website, or design a logo, etc, but this is not the problem. This actual problem may be that the awareness of a brand isn’t good, or the perception of a company is poor, or there is inconsistency across the multiple channels a company may be communicating through which causes confusion. We work with businesses to uncover this main issue allowing us to design to see success rather than just for the sake of design. We run an initial discovery session to map out objectives, plan of action and such and then proceed with clear goals in mind. We always look for to the success criteria of a project, never just on a creative ego.

Our website is a good place to start to find out more about what we can do. Head over to lobocreative.studio to see our latest projects and info about the studio. We are also keen bloggers, here to provide as much information to help you find success in you business. Click here if you’d like to read some of our articles.

So, whether you’re an agency or a business we are here to help. We provide a free hour consultancy session to help point you in the right direction if you’re facing any difficulties. If you’d like to get to know us more or have something you would particularly like to discuss we are always available for a chat so please don’t hesitate to give us a call on 01202 065760.