Hello, small business champions!
I’m Odette de Beer, and I’m here to help you grow your business, create unforgettable Customer Experiences (CX), and keep your customers coming back. In today’s crowded market, standing out isn’t just about what you sell—it’s about how you make people feel at every interaction. That’s where CX becomes your secret weapon for sustainable growth and success. Let’s dive into why prioritizing Customer Experience can transform your small business.
What Is Customer Experience (CX)?
Let’s get real: Customer Experiences (CX) isn’t just about being nice or polite—it’s about being intentional.
Customer Experiences (CX) is how your customers feel about your business after interacting with one or all of your touchpoints (think website, social media, your receptionist…). From browsing your website to chatting with your team to receiving your product, Customer Experiences (CX) is what leaves a lasting impression. It’s not just about what you sell; it’s about how you make people feel.
Here’s the kicker:
- While 80% of businesses think they’re delivering amazing Customer Experiences (CX), only 8% of customers agree!
- That gap is where small businesses can truly shine.
Whether you’re a wedding planner aiming to make your clients feel calm and reassured or a handmade jewellery maker helping customers feel valued and special, Customer Experiences (CX) is your north star for creating meaningful connections that drive loyalty and growth.
Why Is CX a Game-Changer for Small Businesses?
If you’re still wondering if Customer Experiences (CX) is worth your time, here are three reasons it’s the ultimate growth strategy:
1. Loyal Customers Spend More
Happy customers return—and when they do, they spend more. In fact, repeat customers spend 67% more than new ones. Investing in Customer Experiences (CX) creates a foundation for steady revenue and long-term success.
2. Word-of-Mouth Marketing Does the Heavy Lifting
Did you know that 92% of people trust recommendations from friends and family over ads? A customer who feels valued is more likely to rave about your business to others. That’s free marketing you can’t afford to miss.
3. Stand Out Without Overspending
As a small business, you can’t outspend the big brands on advertising—but you can out-care them. Customer Experiences (CX) gives you the edge by providing the personalised, thoughtful service that big corporations can’t replicate.
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Three Simple Steps to Transform Your Customer Experiences (CX)
Want to get started? Here are three practical steps you can take today to improve your CX:
1. Define What You Want Customers to Feel
Ask yourself:
- What do I want customers to feel when they interact with my business?
- What do I want them to feel when they speak with my team?
For example:
- A wedding planner might focus on making clients feel calm and reassured.
- A handmade jewellery maker might prioritize making customers feel special and valued.
That feeling becomes your guiding principle for every decision you make.
2. Map Your Customer Journey
Write down every step your customer takes when engaging with your business—from discovery to purchase and beyond.
- Are there areas where the process feels clunky or impersonal?
- Simplify and refine those touchpoints to create a smoother, more enjoyable experience.
3. Ask for Feedback and Act on It
Don’t guess—ask!
- Use simple surveys or follow-up emails to gather insights on your customers’ experiences.
- Pay attention to recurring feedback and take action. When customers see that you’ve made changes based on their input, it builds trust and loyalty.
Customer Experiences (CX): Your Superpower for Growth
Here’s the truth:
Customer Experiences (CX) isn’t just a buzzword. It’s the most powerful tool in your arsenal to create lasting connections, grow your revenue, and stand out in your industry.
If you’re ready to take your CX to the next level, here’s how I can help:
📖 Grab my book, “From Heart to Bottom Line,” on Amazon—it’s packed with actionable strategies to transform your business.
Your customers are your greatest asset, and their experience is your greatest opportunity. Let’s make it extraordinary!
Until next time, keep designing intentional, meaningful experiences that your customers will never forget.
If you’re looking to refine your CX strategy, check out my services
