Can we all agree that customers are important to the success of any business? Yes, of course, we can!
Why? Because without the customers, companies make no sales, make no profits, cannot break even, and eventually have to fold up. Since customers have more choices than ever to choose which companies they interact and build relationships with, it becomes increasingly important for companies to engage customers at different touch points. So what does it take to attract customers to a company? Two words.
Great experiences.
When customers have memorable experiences with companies, they buy into the product or service, become loyal customers and yes, spread the good word. First off, we need to understand what Customer Experience Marketing is. According to the Canadian Marketing Association, customer experience is the sum total of all interactions a customer has ever had with a brand. These interactions can be tangible, visual, emotional, read, blogged, consumed etc. In other words, customer experience is all about managing customer interactions with and perceptions about the company. It involves putting the customer at the forefront of your companys' marketing strategy.
But what really makes a great customer experience?
To answer this, I tried to think of brands that I find myself almost committed to and why I feel like I have a bond with these brands. What is it that they are doing that I just cannot get enough of? What brands really get it when it comes to customer experience? Curlbox and Curlkit were the two brands that instantly came to mind. In this post, I share why these two brands are my idea of what great customer experience is.
Why? Because without the customers, companies make no sales, make no profits, cannot break even, and eventually have to fold up. Since customers have more choices than ever to choose which companies they interact and build relationships with, it becomes increasingly important for companies to engage customers at different touch points. So what does it take to attract customers to a company? Two words.
Great experiences.
When customers have memorable experiences with companies, they buy into the product or service, become loyal customers and yes, spread the good word. First off, we need to understand what Customer Experience Marketing is. According to the Canadian Marketing Association, customer experience is the sum total of all interactions a customer has ever had with a brand. These interactions can be tangible, visual, emotional, read, blogged, consumed etc. In other words, customer experience is all about managing customer interactions with and perceptions about the company. It involves putting the customer at the forefront of your companys' marketing strategy.
But what really makes a great customer experience?
To answer this, I tried to think of brands that I find myself almost committed to and why I feel like I have a bond with these brands. What is it that they are doing that I just cannot get enough of? What brands really get it when it comes to customer experience? Curlbox and Curlkit were the two brands that instantly came to mind. In this post, I share why these two brands are my idea of what great customer experience is.
Curlbox and CurlKit are two natural hair care brands that allow women explore affordable hair care products, delivered straight to doorsteps every month. I first found out about curlbox on Instagram. You tubers showed off the unveiling of their boxes in an unboxing video and the content of these boxes. While Curlbox allows customers hand select hair products with 5-7 hair products sent to subscribers every month for a monthly fee of $20, Curlkit does not offer customers the opportunity to preselect products so every month so customers are in for a surprise!
What makes these two brands qualify for a pat on the back for great customer experience? The fact that they listen. Both brands change products in the boxes based on customer reviews about each product. Several of the hair care products in these boxes are produced by small business and so both brands guarantee customers that they can communicate customer comments to the companies.
Both companies offer a range of great products for just $20 a month. A post from BGLH shows that from a financial perspective, buying haircare products from these companies has proved to be more economical than buying them individually off the shelf which gives customers a bang for their buck.
Curlbox connects with its customers on various social media platforms, encouraging them to show off fabulous photos of their hair, after using the haircare products which the brand supplies. Customers can upload pictures to the Curlbox website, which is displayed a few minutes later, after it has been approved by the company. This is both beneficial to both the company and customers. The customers are given a platform to showoff their hairstyles and connect with other customers on their website and the company uses this to generate positive mentions and sentiments on social media, since the photos can easily be shared to social media sites.
Curlkit offers more than just hair products but also styling tips, hair and beauty tips and tutorials on their online community where they also listen and respond promptly to customer questions.
Curlkit offers more than just hair products but also styling tips, hair and beauty tips and tutorials on their online community where they also listen and respond promptly to customer questions.
When it comes to rating a company on its level of customer experience, answering these three questions help to rate the company:
>How does it make people feel? Is there an emotional connection with the brand?
>Does it satisfy a need? How functional is the product?
>How easy is it for customers to get what they want?
Both Curlbox and Curlkit easily make an emotional connection with their customers by giving them a voice to decide what products go into the boxes and send feedback from the customers directly to the product owners. The haircare products satisfy the need of natural haired women and they get the products delivered straight to their doorsteps.
To me, they provide a seameless experience for their customers.
What natural hair companies would you say do a great job providing a great expereince for customers?
I'd love to hear your thoughts.
Love,
Onenaturalhairlover
xx
>How does it make people feel? Is there an emotional connection with the brand?
>Does it satisfy a need? How functional is the product?
>How easy is it for customers to get what they want?
Both Curlbox and Curlkit easily make an emotional connection with their customers by giving them a voice to decide what products go into the boxes and send feedback from the customers directly to the product owners. The haircare products satisfy the need of natural haired women and they get the products delivered straight to their doorsteps.
To me, they provide a seameless experience for their customers.
What natural hair companies would you say do a great job providing a great expereince for customers?
I'd love to hear your thoughts.
Love,
Onenaturalhairlover
xx