Jennifer Watson is a meteorologist and senior social media manager for Active Campaign.
We caught up with Jennifer at Social Media Week Lima #SMWL22 and asked her how focusing on excellent customer experience can also help us get more customers in the future.
Find Jennifer on Instagram and TikTok at @JenniferWeather and on Twitter at @JWatson_Wx.
Customer experience is probably the most powerful and impactful part of your business that you need to focus on, because it allows customers to have that emotional reaction.
If it’s a poor experience, they’re not going to like you. They’re going to write a bad review about you.
But if it’s an amazing customer experience, they’re going to give you five stars. They’re going to talk about you to their friends; they’re going to talk about you online and post about it on Twitter. A lot of times when there’s a positive customer experience, they’ll tag you on social media and you can retweet and share that.
Customer experience should be the core of your business. It’s all about what you want your customer to experience—through the sales funnel, through onboarding, through support, throughout their entire journey working with you. And if you don’t focus on that being a positive experience, then your clients and customers aren’t going to like you, and they’re going to drop off. There will be negative sentiment about you on social channels, as well as face to face and human to human.
Focus on that positive experience and think about the experience that you would want to have, your dream experience working with a company or anything else and how you would want them to treat you. You need to treat your customers that way and make that a priority, because if it’s not, you’ll be left wondering why your business is failing and why things aren’t going the way you want them to go. It’s because you’re not focused on the customer experience; that should be the core of your business.