Experiential marketing is all about the customer experience, and how the customer interacts with your brand. It is potentially the most powerful marketing tool for your business. In most cases it is the main thing that influences word of mouth or what people say about your brand or business. This means, the experience you provide your customers every time they deal with your business has to be excellent.
If you run a café or restaurant your customers may have come across your business online, either through Facebook, your website, or perhaps they’ve seen an ad. Another instance may be that they were walking past and have decided to visit. Whatever the case, the customer experience begins at that first point of contact with your business. Once they’re physically inside your business, it will be the customer service staff, waitresses or waiters, the people on the frontline who must ensure a fantastic experience.
The problem some businesses face is that their frontline staff are not properly trained, and they may not even realise that they play such an influential role in the customer experience. It’s all well and good if you have a great website, thousands of Facebook likes and Instagram followers, but if the people within the customer service role don’t deliver upon the expectations of your customers, then it will let your brand down, and could potentially have a negative affect on your business.
The same could be said for the online experience. If people can’t find what they want easily, the check out process is difficult, they’ve tried to contact you via Facebook messenger and have had no reply, then it is likely that they will give up and decide to purchase from another online store.
With all this in mind, the main points to remember are:
If you would like any more information or help regarding customer experience or experiential marketing please don’t hesitate to get in touch. We offer in house training as well as Skype or FaceTime consultations. For more information email firstname.lastname@example.org.