[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2016\/11\/11\/deliver-exceptional-experiences-and-customers-will-always-swipe-right\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2016\/11\/11\/deliver-exceptional-experiences-and-customers-will-always-swipe-right\/","headline":"Deliver exceptional experiences and customers will always ‘swipe right’","name":"Deliver exceptional experiences and customers will always ‘swipe right’","description":"\u201cI\u2019ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.\u201d \u00a0\u2013 Maya Angelou In the digital era, relationships still matter \u2013 and not just the \u201cswipe right\u201d ones. We still crave human interactions and they are just as important in […]","datePublished":"2016-11-11","dateModified":"2021-08-12","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/shalini-mitha\/#Person","name":"Shalini Mitha","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/shalini-mitha\/","identifier":183,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/0a94791a5e961f531a4604567d0562610412b149622abc6d8e117f6b44159a79?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/0a94791a5e961f531a4604567d0562610412b149622abc6d8e117f6b44159a79?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2016\/11\/thumbnail-11ed88e386f3a1411894a8adcb132353.jpeg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2016\/11\/thumbnail-11ed88e386f3a1411894a8adcb132353.jpeg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2016\/11\/11\/deliver-exceptional-experiences-and-customers-will-always-swipe-right\/","about":[{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/marketing\/customer-engagement-marketing\/","name":"Customer Engagement","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_engagement","http:\/\/www.wikidata.org\/entity\/Q5196451"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/customer-experience-general\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},"Customer Journey",{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/trends-commerce\/","name":"Trends","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Fad","http:\/\/www.wikidata.org\/entity\/Q787045"]}],"wordCount":603,"keywords":["Customer Engagement","Marketing"],"articleBody":"\u201cI\u2019ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.\u201d \u00a0\u2013 Maya AngelouIn the digital era, relationships still matter \u2013 and not just the \u201cswipe right\u201d ones. We still crave human interactions and they are just as important in the business world.As a consumer, I am loyal to those brands that make me feel special, which is why I am a loyal Nordstrom shopper \u2013 they treat each customer as a VIP. From ensuring that every visit to the store is a happy one, to a no-ask return policy if you are unhappy with any merchandise, to a free concierge service to help find that perfect outfit or LBD (little black dress). To me, their brand represents what exceptional service should look like \u2013 a brand that goes above and beyond customer expectations to create a personalized experience just for me.When the cost of acquiring a new customer is five times as much as the cost to retain an existing customer (per Lee Resource Inc) , fostering customer loyalty should be at the forefront of your brand\u2019s agenda. What do you need to know to get there?Human Interactions MatterHuman interactions matter. The rise of digital sales and marketing doesn\u2019t mean those interactions go away. It just means buyers and brands are interacting in new digital ways. But sales representatives still have the opportunity to initiate and facilitate the buying journey with the goal to emerge as your customer\u2019s trusted advisor.In your sales organization, embrace change centering selling around customer experience. In previous blogs, I have discussed the importance of internal changes that need to happen \u2013 from breaking down departmental silos with the\u00a0union of sales and marketing\u00a0to\u00a0regaining sales productivity\u00a0by giving sales the tools they need to spend more time selling and getting to know their customers and prospects.Now is the time to focus on how to deliver exceptional customer experiences in the context of their buying journey. This requires you to know who your customers are and be present where they are.Be Your Customer\u2019s EyesView the buying process through your customer\u2019s eyes. How do you deliver great value? Look at your accounts and pick the top 10. Study and understand their industry and company initiatives and make your connections personal on how you can help. If you have a customer who sells via retail\/brick and mortar, visit the store and see where change can happen \u2013 viewing what you customer\u2019s customer experience is like. Your customer will appreciate the insight, and, as Maya Angelou said, \u201cwill never forget how you make them feel\u201d in very relevant and personalized interaction. Connect with your customer on his\/her level.Monitor industry trends and help your customer develop their 5- to 10-year plan. At times, their vision may be skewed by immediate needs or problems. But banging a broken process is not the answer; you need to step back to see if the process is still valid.Be that trusted advisor \u2013 make your interactions personal by taking time to understand how they buy, sell, and market. Don\u2019t just talk about technology; focus on the value your solutions can provide to your customer\u2019s customer. If you do this, the result will be an exceptional customer experience that builds customer loyalty and keeps you a step ahead of your competition.  In 2023, customer loyalty dropped 13%.In 2024, it fell by 10%.Is your brand retaining \u2013 or repelling \u2013 customers? Get the data + details on how to keep consumers loyal in this REPORT. 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