3 Customer Experience Strategies That Hit the Spot

This article is an excerpt from the Shortform book guide to "The $100 Startup" by Chris Guillebeau. Shortform has the world's best summaries and analyses of books you should be reading.

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What is meant by customer experience? What can you do to elevate your customers’ experience with your brand? What are the most effective customer experience strategies?

Customer experience is your customers’ overall perception of their experience with your business. The following customer experience strategies will help you craft an experience for your customer that goes above and beyond.

Here are three customer experience strategies that hit the spot.

What Are the Most Effective Customer Experience Strategies?

Providing an excellent customer experience is important for any kind of business. The better your customers’ experience with your company, the more customers you will retain and the more referrals you’ll receive. Here are three strategies that will help you create an experience for your customer that will meet and exceed their expectations.

Strategy 1: Fulfill Unspoken or Unrealized Needs

Often, customers don’t know what they actually want. They may have an idea, but it’s your job as the expert to lead them to a product or service that’s going to give them an excellent experience that they didn’t necessarily anticipate. 

Note: This doesn’t mean ignoring their requests. If the customer asks for something specific, give them what they’re asking for. However, you can guide them in a certain direction or provide an additional service if you believe it’s going to elevate the value of their experience.

For example, if you’re a wedding photographer, some couples may ask for “non-traditional” photos, but you know people tend to regret not taking traditional photos after the fact. To accommodate for this, shoot the non-traditional photos, then ask if you can take just a few quick traditional group photos. Worst case scenario, they don’t like the photos. Best case scenario, they’re given a beautiful memory that they’ll cherish the rest of their life. 

Strategy 2: Make the Customer Look Good

People often look for products or services that will help make them look impressive or skilled. When defining the value of your product, show your customers how your business can elevate them at home or in the workplace. 

For example, if you run an online course on website creation for aspiring web designers, you’re helping your clients gain the skills they need to successfully and efficiently provide their clients with stunning websites. Explain how your product will make them look like heroes to the people that they serve.

Strategy 3: Don’t Get Bogged Down With Unnecessary Details

Customers are typically looking for a simple, clear solution to their problem. If you bombard them with too much information about the details of your product in your marketing materials, they may get overwhelmed or confused, disengaging with the item or service in the process.

Keep your promises concise and straightforward. This allows the customer to clearly understand what they’re getting from your product, making them more likely to purchase. If they ask for more details, then feel free to provide them with more information. Just don’t assume that everyone wants an in-depth breakdown of your product.

3 Customer Experience Strategies That Hit the Spot

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Darya Sinusoid

Darya’s love for reading started with fantasy novels (The LOTR trilogy is still her all-time-favorite). Growing up, however, she found herself transitioning to non-fiction, psychological, and self-help books. She has a degree in Psychology and a deep passion for the subject. She likes reading research-informed books that distill the workings of the human brain/mind/consciousness and thinking of ways to apply the insights to her own life. Some of her favorites include Thinking, Fast and Slow, How We Decide, and The Wisdom of the Enneagram.

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