Business Management

5 fundamentals to improve your customer experience

Image Business Management



Meygan Gerber

Junior Consultant at EHL Advisory Services

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Customer Experience is key to exceeding your customers' expectations.

Your opportunities lie in your ability to deliver what you promised and surprise your customer with extra care and support.

The "wow" effect!

*A totally satisfied customer contributes 2.6 times as much revenue as a somewhat satisfied customer, and 14 times as much revenue as a somewhat dissatisfied customer.

*Studies by Bain & Company and Earl Sasser of the Harvard Business School


    What are the moments that matter most to your customer during his journey?

    Did you know that acquiring a new customer costs * 7 times more than maintaining an existing one?

    Visualize how tomake a difference

    Identify pain point in your customer journey and find solutions to turn them into opportunities

    Make your guest feel “Special”

    Why not building your own customer experience roadmap?

    Make it easier for your customer to find you

    A strong customer experience produces significant results: more customers, more sales and more loyalty. However, many companies struggle to identify a plan of action to achieve these results.

    Build a great digital experience

    Use emotion to humanize your brand

    Be visible at all times

    Be inspirational

    Make it personal

    Different visuals for different segments and experiences customers crave

    Email marketing, customer loyalty programs...

    Influencer marketing... Why not?

    Make things easy with technology

    Deliver a seamless integrated experience and engage with your customers

    Push notifications or messages to alert on special events...

    Include usergenerated content (UGC)

    Engage customer to post their own content Social media gives your company the opportunity to connect

    Social media gives your company the opportunity to connect and engage on a personal level with both current and potential customers. This is an important customer experience driver as * 74% of customers rely on social media to guide their purchasing decisions.

    Word of mouth has always been an important driver of successful social media marketing. When you enjoy a product or service, you tell others, who in turn, tell others. Consumers trust in an authentic review of a product/service from their peers.*ODM Group study and Hubspot report

    Hospitality & Service DNA Solutions  Our experts collaborate with you to revamp your customer experience strategy  and provide education and training programs to assist you in successfully  putting it into practice.  Get personalized advice

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