3 Tips to build your customer experience strategy

Customer experience is vital to business success. It affects customer loyalty and brand advocacy, and its impact on profits is significant, given the high cost of customer acquisition. This discussion explores how to create a superior customer experience strategy.

The cost of acquiring a new customer can be five to 25 times more than retaining an existing one, making it pivotal for your business's profitability to engage your customers effectively. Today, we'll dive into the essential components of crafting an optimal customer experience strategy.

What is a Customer Journey?

At its core, a customer journey describes the process a customer goes through from first becoming aware of your brand or product to the point where they make a purchase and beyond. The journey can be envisioned as a cycle, starting with the awareness stage, progressing through engagement, subscription, conversion, and excitement, and ultimately reaching the advocacy and promoter stages.

It's crucial to understand each part of this process and ensure there are no 'broken links' along the way. If there is a flaw at any stage, it needs to be identified and rectified. If the customer experience isn't seamless, all your efforts in the awareness stage may go in vain.

The Secrets Behind Our Framework

A proven way to ensure an effective customer journey is by using a funnel strategy. The 'awareness' or the top of the funnel involves various techniques like social media marketing, podcasts, and free workshops. The key here is not to sell anything but to provide value that resonates with potential customers.

As we move down the funnel, prospects might opt for a discovery call or join a membership program, and gradually convert into customers who purchase a product or service. What's vital here is consistency and transparency – the value proposition must be aligned with what's actually delivered, if not exceed it.

Offering multiple ways for customers to find and engage with you increases your chances of reaching a broader audience and caters to different customer preferences.

Personalising the Experience

Personalising the customer experience goes beyond meeting their wants; it involves understanding their unique needs and catering to them. This demonstrates that your solution is tailored specifically for them, enhancing the customer journey and building a stronger bond with your brand.

By shifting your perspective from sales to customer experience, you can empathize with your customers and better align your offerings with their needs. Strive for balance, keeping both your process and the customer's experience in harmony.

Continually reviewing and iterating your customer journey is crucial to ensure it remains aligned with your evolving business and customer needs.


Building an effective customer experience strategy is key to nurturing happy, loyal customers, and converting them into raving fans. It's been noted that a pleased customer can have up to 10 times the lifetime value of a one-time purchaser.

Nonetheless, even with the best efforts, you'll encounter unhappy customers. Handling these instances with grace and prompt resolution can leave a lasting positive impact, sometimes even converting a negative experience into a positive one.

One key takeaway is the importance of creating an 'excite' or 'aha' moment in your customer journey. If you don't impress and delight your customers, you risk losing them before they can continue their journey with your brand. So remember, you need to excite and amaze people. That's the secret to keeping them on the journey and ultimately transforming them into your brand's raving fans.

Listen in to our Bite-Size podcast episode about:
"3 Tips to build your customer experience strategy"

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