With almost everyone on their phones around the clock and every one of your competitors advertising on social media, it is becoming harder than ever to tweak your MSP marketing so that it helps your brand stand out. Normal ad campaigns are losing their impact, and more customer-centric experiences are gaining traction as a way to differentiate brands from their competitors. But how do you go about creating a customer experience?
What Is a Customer Experience?
The service industry has been doing it for years. If you are at a restaurant or hotel, particularly attentive waiting staff or efficient hotel receptionists that remember those extra little touches that improve your experience can make all the difference. If the time you spend there is good, and you were made to feel special, you will be happy to visit again. It is only recently that this trick has expanded into the marketing arsenal of other types of businesses, and there is no reason why it wouldn’t work for MSP marketing, as well.
The idea is to create well-being in the potential client by intentionally giving them positive experiences in order to engender strong and lasting relationships. The benefit of this type of marketing is that copying the experience is difficult, meaning this kind of marketing will create the differentiation for your brand and your brand only.
How to Create a Customer Experience
The first step is to listen to your customers and analyze their wants and needs. Find out where they spend their time and join them in forums or on social media. If you can communicate in this way, you can establish trust and have a rapport with them. Once you know what they are looking for, you can create a customer experience that will delight them enough to want to continue to support your brand.
This step also includes contacting customers who have had a less than happy experience with you, maybe those people who have left bad reviews. If you can establish why they did not get the service or product they were expecting, find out why and what can be done about it. There are so many alternative companies a prospective client could spend their money with; they have to feel appreciated by you, and excellent customer service rather than gimmicks and discounts can pay dividends.
If your MSP marketing can mean you empathize with the customer and appeal to their senses, your brand can rise above your competitors. Many MSP companies will be offering almost the same services and products; you need to highlight your uniqueness somehow. If you can give each customer a special experience that goes above and beyond your actual products, their impression of you will be enhanced and they will be more likely to stay with your brand the next time they need to purchase something. Find out what your customers want and give it to them before your competitors do it first.
