Like any other business, an MSP company has a “brand” that sets it apart from other local IT providers. The term “brand experience” refers to how clients experience your brand throughout multiple touchpoints of their “journey.”
Outreach, conversion, patronage, and suspension of services represent the four primary “stations” or “touchpoints” most your clients will experience. What sort of perception of your brand will they have in the end? Well, you want it to be the best one possible. Following are a few tactics to help your MSP maximize brand experience:
Create Customer Experiences Backing Up Brand Stories Wherever Possible
An MSP company needs to design customer experiences that reflect the sort of things marketing and outreach teams have put together. There’s a general “narrative” or “buyer’s path” that will define a customer’s transit from awareness, to consideration, through conversion, patronage, and their eventual exit from your MSP’s services. This is going to be a generalized path and it should be built around the “average” customer your MSP serves.
Find Ways of Facilitating Emotionally Engaging Experiences that are Social
Emotion is a much better motivator than logic, for whatever reason. Play on the right emotions with marketing. FOMO (fear of missing out) can be strategic, but so can imparting a sense of security. You might combine the two: you’re giving prospective clientele FOMO on secure, reliable operations.
One area where emotions overcome reason and can be very key in maintaining long-term relationships with clientele, regards social functions. If you can throw a holiday party for clients, that can be an excellent breeding ground for positive emotional experiences.
You’ll want to be creative here, and it’s not wrong to consult with marketing groups who specialize in creating positive emotional experiences socially. When you can bypass the mind through emotion, it’s generally going to be good for your bottom line.
Incorporate Sensory Stimuli into Brand Experience for Maximum Engagement
When offices smell clean, that’s going to have a subconscious effect on clients. When your website looks good and is easy to navigate, this is additionally a positive experience for the senses. When sellers meet clientele in person and shake hands, there’s a tangible sensory experience to be had.
Talking with clients over the phone, and in an agreeable voice, also engages them. Taste is a hard one in IT, but you can host luncheons that are free at the restaurants where you know the clients you seek spend time. Be creative in sensory engagement and you’ll define your brand above the rest.
Designing Positively Memorable Brand Experiences
When your MSP company engages clients sensorially, emotionally, and in a way that backs up brand stories, you’ll do a good job of facilitating memorable brand experiences. Figure out ways of designing and maximizing brand experience to optimize conversions.