--- title: Tips for Improving Customer Experience description: "86% of today’s consumers would agree: they are willing to pay more just for a better customer experience." image: https://blog.frontburnermarketing.com/hubfs/Imported_Blog_Media/bigstock-Customer-Service-Experience-An-320039428-1024x653.jpg --- [Skip to content](https://blog.frontburnermarketing.com/blog/tips-for-improving-customer-experience#main-content) Close - Services - [Strategy Development](https://www.frontburnermarketing.com/strategy-development) - [Content Creation](https://www.frontburnermarketing.com/content-creation) - [Social Media](https://www.frontburnermarketing.com/social-media) - [HubSpot](https://www.frontburnermarketing.com/hubspot) - [BigCommerce](https://www.frontburnermarketing.com/bigcommerce) - [Feedonomics](https://www.frontburnermarketing.com/feedonomics) - [Workflow/Mapping](https://www.frontburnermarketing.com/workflow-strategy) - [SEO](https://www.frontburnermarketing.com/seo) - [Paid Media](https://www.frontburnermarketing.com/paid-media) - 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[FREE AI Audit](https://www.frontburnermarketing.com/free-ai-visibility-audit) - Our Team - [About Us](https://www.frontburnermarketing.com/agency) - [Join Our Team](https://www.frontburnermarketing.com/join-our-team) - Tool Box - [The Spark Podcast](https://www.frontburnermarketing.com/the-spark) - [Academy](https://frontburneracademy.com/home) - [Blog](https://blog.frontburnermarketing.com/blog) - [Our Work](https://www.frontburnermarketing.com/our-portfolio) - [Partner Ecosystem](https://www.frontburnermarketing.com/ecosystem) PHONE HOTLINE: [(440) 829-8831](tel:4408298831)E-MAIL: [info@frontburnermarketing.com](mailto:info@frontburnermarketing.com) [Contact Us](https://ecosystem.hubspot.com/marketplace/website/power-theme-by-maka-agency) Quick results for "{search\_term}" ![](https://blog.frontburnermarketing.com/hs-fs/hubfs/Imported_Blog_Media/bigstock-Customer-Service-Experience-An-320039428-1024x653.jpg?width=300&name=bigstock-Customer-Service-Experience-An-320039428-1024x653.jpg) [Lindsay Sirak](https://blog.frontburnermarketing.com/blog/author/lindsay-sirak)Feb 18, 2020, 10:01:13 AM3 min read # Tips for Improving Customer Experience [Previous](https://blog.frontburnermarketing.com/blog/does-your-customer-experience-live-up-to-your-brand-promise) [Next](https://blog.frontburnermarketing.com/blog/customer-service-in-the-digital-marketing-age) ![bigstock-Customer-Service-Experience-An-320039428-1024x653-1](https://blog.frontburnermarketing.com/hs-fs/hubfs/bigstock-Customer-Service-Experience-An-320039428-1024x653-1.webp?width=204&name=bigstock-Customer-Service-Experience-An-320039428-1024x653-1.webp) In 2020, customers expect effortless, personal and rewarding experiences across all channels. It’s no longer enough just to have the most fabulous, cutting-edge products and modern, affordable services. In fact, according to a [PWC study about customer experience](https://www.pwc.com/us/en/advisory-services/publications/consumer-intelligence-series/pwc-consumer-intelligence-series-customer-experience.pdf), 86% of today’s consumers would agree: they are willing to pay more just for a better customer experience. So how can you deliver on that? How can your business provide a better experience for your customers? Let’s take a look at what customers today want and how you can give it to them. #### They Want It NOW It doesn’t matter what day or time it is. In this mobile-friendly world we live in, everything is at the buyer’s fingertips. They want to buy it now, get the answer now, solve for the problem now. Customers get frustrated when they have to wait for an answer. If it isn’t convenient for your consumers to do business with you, they’ll find someone else who is. One way to achieve that is through the help of artificial intelligence, like chatbots. They are available 24/7 to answer questions, can easily and quickly resolve customer issues, can handle many customers at once, and are easy to integrate into your website. Plus chatbots are always polite and can help with additional sales (since they can easily help customers learn about associated products and services). Providing this service on your website will help your customers get the answers they need right away. #### Me, Me, Me! Customers today don’t want to feel like just another number. They want an experience that is all about them. Personal and tailored to their likes and needs. To prove the point, a recent study about the [content personalization](https://www.evergage.com/blog/press/new-evergage-study-shows-compelling-personalization-benefits/) showed that 88% of marketers saw a measurable lift in their business after applying personalization to their strategy, and this is driving marketer’s investment in personalization applications. On average, Gartner found in their 2019-2020 Annual CMO Spend Survey that [marketers are investing an average of 14% of their budget on personalization](https://www.gartner.com/en/marketing/insights/articles/8-top-findings-in-gartner-cmo-spend-survey-2018-19), making it a strategic marketing capability. To incorporate more personalization into your business interactions and create a better chance of your spend leading to actual success, you first need to make sure you know your customers by looking at your key demographics and conducting research. Once you know and understand your customers, here are some easy ways to further personalize their experience: - *Encourage your consumers to create a profile* (You’ll be able to see their purchase history, in turn giving them more relevant offers; just make sure the process is simple.) - Based upon all that you’ve learned, you can now segment them into different categories, and *build what we in the business call a “Persona,”* which is a written profile of who they are, what they need, and what their interests are. Create a list for each segment (or Persona), and then create a plan to customize the information you send to them (there’s nothing more frustrating to a customer than receiving an email that feels irrelevant!). - *Create a Loyalty Program.* Every customer loves a good deal, a perk, or a giveaway. Make them feel special and appreciated with offers that have value to them personally, and they’ll appreciate you right back! - *Ask for feedback after any purchase.* You can use that information to not only improve your offerings, but further optimize their experience. #### Simplify Any experience a consumer has with your business needs to be easy, frictionless, and convenient. If an experience gets too complicated or takes too long, your customers might very well say “buh-bye!”. Here are some suggestions: - If your customer has an online profile with you, make it easy to store their information for faster checkouts. In fact, in some instances, customers are willing to pay for speed (i.e. standard airport security lines vs. TSA PreCheck). - Make sure your communication is clean and clear. Be clear about timing on a service or delivery (and always follow it up with a thank you). - Consider making your website mobile-friendly and keep the page loading speed as fast as possible. Faster service encourages conversion rather than abandonment. - Don’t bombard your customers with emails, or send unnecessary ads. Again, it’s all about communicating clearly and effectively, so only send them what you think they might have a genuine interest in and find helpful. Just remember, the customer holds all the power. As much as business owners may not want it to be true, if their consumers aren’t happy and satisfied, then their business does not succeed and the competition benefits. Offering customers an improved customer experience is the key. [![FBM-CustomerService101-WebButton\_224x300-3-2](https://blog.frontburnermarketing.com/hs-fs/hubfs/FBM-CustomerService101-WebButton_224x300-3-2.webp?width=224&name=FBM-CustomerService101-WebButton_224x300-3-2.webp)](https://www.frontburnermarketing.com/wp-content/uploads/2020/02/FrontBurner_CustomerService101-Ebook.pdf) ![avatar](https://blog.frontburnermarketing.com/hs-fs/hubfs/Front_Burner_January2020/Images/Lindsay-Sirak-1024x1024.jpg?width=290&name=Lindsay-Sirak-1024x1024.jpg) [Lindsay Sirak](https://blog.frontburnermarketing.com/blog/author/lindsay-sirak) [mailto:lindsay@frontburnermarketing.com](mailto:lindsay@frontburnermarketing.com) COMMENTS ## RELATED ARTICLES [![FrontBurner\_WHT-1](https://348522.fs1.hubspotusercontent-na1.net/hub/348522/hubfs/FrontBurner_WHT-1.png?width=200&name=FrontBurner_WHT-1.png)](https://www.frontburnermarketing.com/home) We know you've got your marketing stuck on the back burner. 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All Rights Reserved. - Terms - [Privacy Policy](https://www.frontburnermarketing.com/privacy-policy) - [Contact Us](https://www.frontburnermarketing.com/contact-us) ```json { "@context" : "https://schema.org", "@type" : "Organization", "address" : { "@type" : "PostalAddress", "addressCountry" : "United States", "addressLocality" : "Northfield", "addressRegion" : "OH", "postalCode" : "44067", "streetAddress" : "9821 Olde 8 Road" }, "email" : "info@frontburnermarketing.com", "knowsLanguage" : "en-us", "logo" : { "@type" : "ImageObject", "url" : "https://348522.fs1.hubspotusercontent-na1.net/hubfs/348522/FrontBurner@646x320.png" }, "name" : "Front Burner Marketing", "telephone" : "(440) 829-8831", "url" : "https://blog.frontburnermarketing.com/blog/tips-for-improving-customer-experience" } ``` ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "abstract" : "86% of today’s consumers would agree: they are willing to pay more just for a better customer experience.", "author" : { "@type" : "Person", "name" : "Lindsay Sirak" }, "dateModified" : "", "datePublished" : "", "headline" : "Tips for Improving Customer Experience", "image" : "https://cdn2.hubspot.net/hubfs/348522/Imported_Blog_Media/bigstock-Customer-Service-Experience-An-320039428-1024x653.jpg", "inLanguage" : "en-us", "keywords" : "[Content Marketing, digital marketing, inbound marketing, marketing automation, marketing strategy, Industry News]", "mainEntityOfPage" : { "@type" : "WebPage" }, "name" : "Tips for Improving Customer Experience", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://348522.fs1.hubspotusercontent-na1.net/hubfs/348522/FrontBurner@646x320.png" }, "name" : "Front Burner Marketing" }, "text" : "In 2020, customers expect effortless, personal and rewarding experiences across all channels. It’s no longer enough just to have the most fabulous, cutting-edge products and modern, affordable services. In fact, according to a PWC study about customer experience, 86% of today’s consumers would agree: they are willing to pay more just for a better customer experience. So how can you deliver on that? How can your business provide a better experience for your customers? Let’s take a look at what customers today want and how you can give it to them. They Want It NOW It doesn’t matter what day or time it is. In this mobile-friendly world we live in, everything is at the buyer’s fingertips. They want to buy it now, get the answer now, solve for the problem now. Customers get frustrated when they have to wait for an answer. If it isn’t convenient for your consumers to do business with you, they’ll find someone else who is. One way to achieve that is through the help of artificial intelligence, like chatbots. They are available 24/7 to answer questions, can easily and quickly resolve customer issues, can handle many customers at once, and are easy to integrate into your website. Plus chatbots are always polite and can help with additional sales (since they can easily help customers learn about associated products and services). Providing this service on your website will help your customers get the answers they need right away. Me, Me, Me! Customers today don’t want to feel like just another number. They want an experience that is all about them. Personal and tailored to their likes and needs. To prove the point, a recent study about the content personalization showed that 88% of marketers saw a measurable lift in their business after applying personalization to their strategy, and this is driving marketer’s investment in personalization applications. On average, Gartner found in their 2019-2020 Annual CMO Spend Survey that marketers are investing an average of 14% of their budget on personalization, making it a strategic marketing capability. To incorporate more personalization into your business interactions and create a better chance of your spend leading to actual success, you first need to make sure you know your customers by looking at your key demographics and conducting research. Once you know and understand your customers, here are some easy ways to further personalize their experience: Encourage your consumers to create a profile (You’ll be able to see their purchase history, in turn giving them more relevant offers; just make sure the process is simple.) Based upon all that you’ve learned, you can now segment them into different categories, and build what we in the business call a “Persona,” which is a written profile of who they are, what they need, and what their interests are. Create a list for each segment (or Persona), and then create a plan to customize the information you send to them (there’s nothing more frustrating to a customer than receiving an email that feels irrelevant!). Create a Loyalty Program. Every customer loves a good deal, a perk, or a giveaway. Make them feel special and appreciated with offers that have value to them personally, and they’ll appreciate you right back! Ask for feedback after any purchase. You can use that information to not only improve your offerings, but further optimize their experience. Simplify Any experience a consumer has with your business needs to be easy, frictionless, and convenient. If an experience gets too complicated or takes too long, your customers might very well say “buh-bye!”. Here are some suggestions: If your customer has an online profile with you, make it easy to store their information for faster checkouts. In fact, in some instances, customers are willing to pay for speed (i.e. standard airport security lines vs. TSA PreCheck). Make sure your communication is clean and clear. Be clear about timing on a service or delivery (and always follow it up with a thank you). Consider making your website mobile-friendly and keep the page loading speed as fast as possible. Faster service encourages conversion rather than abandonment. Don’t bombard your customers with emails, or send unnecessary ads. Again, it’s all about communicating clearly and effectively, so only send them what you think they might have a genuine interest in and find helpful. Just remember, the customer holds all the power. As much as business owners may not want it to be true, if their consumers aren’t happy and satisfied, then their business does not succeed and the competition benefits. Offering customers an improved customer experience is the key.", "url" : "https://blog.frontburnermarketing.com/blog/tips-for-improving-customer-experience", "wordCount" : "1264" } ``` ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Lindsay Sirak", "url" : "https://blog.frontburnermarketing.com/blog/author/lindsay-sirak" }, "dateModified" : "2022-08-15T13:24:20.239Z", "datePublished" : "2020-02-18T15:01:13.000Z", "headline" : "Tips for Improving Customer Experience", "image" : [ "https://blog.frontburnermarketing.com/hubfs/Imported_Blog_Media/bigstock-Customer-Service-Experience-An-320039428-1024x653.jpg" ], "mainEntityOfPage" : { "@id" : "https://blog.frontburnermarketing.com/blog/tips-for-improving-customer-experience", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://blog.frontburnermarketing.com/hubfs/FrontBurner@646x320.png" }, "name" : "Front Burner Marketing, LLC" } } ```