Dissecting the Art of Building Great Customer Experiences

A positive customer experience can go a long way in helping you forge long-term relationships with your customers. Read how enterprise brands create individualized experiences across channels with contextual content:
• Role of digital adoption and go-to strategies.
• Achieve 1:1 customer engagement via insights-led customer engagement.
• Challenges before marketers and how to tackle them.
• Use of experimentation to improve customer experience.

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Top Challenges for Marketers

  • Low Customer Engagement

    Keeping every customer engaged with unique offerings becomes a challenge
  • Fewer Insights

    Marketers struggle with analyzing data into actionable insights
  • Lack of Personalization

    Inability to create a unified customer profile due to siloed data

Analyze Consumers and Predict Behavior

Finding the optimal time to ask users what they want and communicate their preferences can be achieved by mapping their behavior via insights-led engagement.

Empiricus Observes Increased Conversions and Content Engagement

EmpiricusEmpiricus used MoEngage User Path Analysis to optimize campaigns for their onboarding process throughout the customer lifecycle. They observed a 45% increase in conversions and a 100% increase in content engagement.

Expert Insights

We use analytics and attribution tools to understand behavioral differences between our user segments, such as renewing customers versus churn customers. We also run A/B tests to test our hypothesis and reiterate our findings.
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Trang Dao
Vice President, Growth, Atom Finance
To build a culture that promotes testing, Hanna Anderson uses a simple Google form to collect ideas from employees. Tests are conducted using tools such as ABTasty. This is followed by analyzing the results and calculating an estimated run time based on the amount of traffic needed to reach statistical significance.
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Morganne Hatfield
Marketing Analyst, Hanna Andersson
The cost to acquire new customers is increasing every year. However, by optimizing experience and creating an effective optimization program, you can decrease acquisition costs by 50%. This can help you lift your revenues by 5-15% and increase the efficiency of your marketing spend by upto 30%.
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Mary Kate Cash
Senior Manager, Partner Marketing, AB Tasty
To engage users before they even purchase their product, organizations need to ensure that their registration process is quick and easy. Getting rid of unnecessary fields simplifies the customer experience.
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Philip Greenwald
CEO, HiWave
Brands should collate data by engaging in A/B testing to make sure that they're showcasing the best experience. Use of third party tools to understand behavioral differences between user segments such as renewing customers vs churned, or identifying users by their investment profiles can be a game changer here.
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Christopher Smith
Co-founder, American Graphics Institute
To understand how to build great customer experiences using insights-led engagement

Frequently Asked Questions

What is customer experience?
Customer experience is defined as how customers resonate with your brand. Every touchpoint, be it in-store or online, contributes to the customer experience. This perception impacts how willing are the customers to purchase or repurchase.
Why is customer experience necessary?
Customer experience is necessary as it improves customer satisfaction, increases retention rate, reduces churn, and boosts revenue.
How to create a great customer experience strategy?
A great customer experience strategy involves understanding how and when your customers engage with your brand, which channels they prefer engaging with, and what kind of content they consume. This allows brands to create a unique customer experience and profile, leading to personalized experiences.
What is customer experience management?
Customer experience management is how brands build their understanding of user preferences, likes, and dislikes to customize content for customers’ consumption that improves customer satisfaction and builds brand loyalty.