5 Ways To Create The Experience That Customers Love

5 Ways To Create The Experience That Customers Love

We live in the age of the customer, where customer experience helps enhance brand loyalty, reliability, and customer retention. As a top technology consulting services company, what makes us the best is our CSAT and NPS score for our work. In times of reducing operational costs and gaining efficiency to improve revenue, we list five ways to create the experience customers love.

1. Put Your Customers First

You have often heard these two terms “Customer first” and “customer is always right”. But they don’t mean the same thing. However, they both have the same goal: customer satisfaction. When we say “customer is always right,” it simply means you focus on the customer and primarily operate your business around their feedback. Being a customer first means investing in a team that fosters a positive customer experience across all customer journey stages. You should be focusing on making the customer happy rather than working around building customer loyalty and growing your brand reputation.

On the other hand, simply focusing on “customer is always right” as a strategy, you are unconditionally fulfilling all the client’s whims and risking your business, losing your employees’ trust, and appearing unprofessional. You may also lose the respect of other clients around you. Being “customer first” is a better approach to focus on. Implementing a customer-oriented approach will help the entire organization to focus on creating that incredible customer experience that your customer demands from the brand. It is not a team that should be responsible for customer satisfaction but the whole organization. It is worthwhile to spend some time with your tech partner to understand how to strategize a customer-oriented approach across the organization to transform your customer experience. 

2. Embrace An Omnichannel Experience

How do you know where your customers are? In this age of technology, customers are everywhere. They are using social media to connect with brands and shops. Many powerful brands also utilize the e-commerce platform to stay connected with their customers. With a trustworthy omnichannel technology platform, you can enhance your customers’ experience manifoldly. Be it simply connecting with your customers via social media platforms, following them, and targeting them in their preferred place, or creating the right mix of e-commerce and in-store experience. Cloud-based technology products under the Salesforce umbrella can build the proper knowledge that customers demand.

True omnichannel just does not mean being connected to your customers. It is an additional process of getting complete knowledge of their likes and dislikes by collecting data that can be intelligently analyzed and used to target the customers later. So Salesforce Genie, earlier known as CDP (Customer Data Platform) on the back end starts collecting a wealth of information that your marketing, sales, and service team can utilize to be closer to the customer and create that positive experience.

3. Personalization Is The Key

Personalization is not just sending out an email with the customer’s name. It involves more than just that. We just spoke about the power of Salesforce Genie. Utilizing the wealth of information obtained from Genie, marketers, sales, and service teams can be closer to the customer by sending information relevant to their likes. For example, Betty is a 35-year-old mom who watches videos of kid hairstyles. ABC, a leading retail brand that sells various items from clothing to styling accessories and home furnishings, should send emails to Betty on hairstyle DIYs using their hair products oriented toward kids. This will make Betty closer to the ABC brand and enhance her loyalty towards it to buy more stuff. This is a simple example of personalization. However, utilizing the data available from the Genie, business leaders can use it in many more campaigns to stay connected and closer to their customers. 

 4. Customer Journey Mapping

If you want to create a positive experience, you need to start early! We all know that the first impression is the last. But when creating positive customer experiences, every touch point of brand interaction is vital to create that lasting impression. So how will we do it? Investing in a good CRM makes all the difference. A good CRM will guide you through creating personas and map them at every stage to focus your organization on wowing the customer. Mapping the customer journey can help you visualize customers’ processes, needs, and perceptions throughout their interaction with your brand. Cross-referencing journey maps with the core metrics, business leaders can better understand the CX process. This can help them improve on opportunities, and drive organizational change to enhance the future experience. 

5. Voice Of The Customer
Voice of the Customer is a simple, straightforward methodology that collects customers’ feedback about their experience with your brand. It focuses on the customer’s needs, expectations, understanding, and improvement suggestions. Suppose you have invested in a future-forward technology. In that case, you can easily involve your marketing, sales, and service teams to close the loop and collect customer feedback just with a simple click of a button. Implementing a solid feedback collection program with your product sale or service delivery and acting on those insights will give you more room to find better ways to wow your customers. 
If you have read to this end, let’s share some of our stats: 
A5 is master navigator in Salesforce Revenue Cloud, Sales Cloud, Customer 360 Platform
#1 SI in North America with Master Navigator expertise in Salesforce Sales Cloud, Revenue Cloud, and Customer 360
#Premium Salesforce Partner with consistent 5/5 CSAT (customer satisfaction) scores
Ranked Highest in Oracle Cloud Marketplace for end-to-end CX solutions

#Ranked Highest in Oracle Cloud Marketplace for end-to-end CX solution

A5 is Salesforce Summit Partner
Salesforce Summit Partner  
Oracle Platinum Partner  

Have a CX project in mind? Let’s connect to help you plan, execute, and improve your CX with our tested solutions and managed services.

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Brion Schweers, Board Observer

Brion Schweers is a Senior Vice President of Product Management at Salesforce, currently managing the Revenue Cloud Solution Excellence team. During the past 30 years, Brion has assisted enterprises around the world in transforming their business by focusing on their Product-to-Cash processes. Prior to joining Salesforce Brion was VP & GM, CPQ at Apttus, VP, Sales & Success at A5 Consulting, served on the OAUG ConfigSIG Board and spent 15 years at Oracle in various roles related to their CX and CPQ products. Brion is also the executive Sponsor of Vetforce – Carolinas and is actively involved in the Salesforce Military program where he mentors Veterans and their spouses with actionable, personalized career advice.

Joseph Truhe, Board Member

Joseph Truhe has over 20 years of investing experience. Prior to joining Jefferson Capital in 2013 Joseph was a Portfolio Manager with Whitney Bank in New Orleans, Louisiana, where he oversaw the company’s Trust accounts and served as the Energy sector analyst for the Hancock Horizon Funds. Prior to Whitney, Joseph worked as an analyst and member of the investment committee at HFR Asset Management, a multi-billion dollar hedge fund platform in Chicago, Illinois. There, Joseph reviewed and maintained investment discretion over the firm’s Event Driven and Asia-focused hedge fund allocations. He was also responsible for the expansion of the firm’s Asia-focused fund offerings.  Joseph holds a BA in Economics from Yale University.

Steve Swartzman, Board Member

Steve Swartzman is a Principal and co-founder of CPC. Previously, as a co-founder of C3 Capital, he helped originate and manage over 35 investments, including national brands such as American Apparel, Traeger Grills, and Grunt Style. Steve’s chief focus remains consumer brands and e-commerce enablement businesses, and he currently serves on the boards of Grunt Style, Accel Clinical Research, Spoke Custom Products, Warne Scope Mounts, and New World Natural Brands.

Prior to C3, Steve structured and managed subordinated debt investments at KC Venture Group, and he spent 7 years as a Vice President with Citibank in New York, managing client relationships for emerging markets clients and structuring over $1 billion in complex trade financings. He is a past President of the Midwest chapter of the Small Business Investment Alliance, and he serves on the board of the International Center for Music at Park University in Kansas City.

Steve received a MBA from Columbia Business School and an AB in History and Literature from Harvard College.

He resides in Kansas City, where he was raised, with his wife Evelina and two sons, Harrison and Zandy. When he’s not working, his favorite activities are fishing, golfing, and eating.

Charles Scripps, Board Member

Chad has over ten years of experience investing in dynamic, growing businesses in diverse industries and geographies. His private equity experience includes HIG Capital, which has over $12B in capital under management, and AEA Investors, which manages over $3B of invested and committed capital. While at HIG and AEA, Chad led diligence, structuring, and financial analysis of potential and existing investments, and completed transactions in the industrial products and consumer services industries. Chad also has experience investing in the public equity markets, most notably as a Managing Director at Fox Point Capital, a $1B fund seeded by Julian Robertson of Tiger Management. He invested across a number of industries, including industrials, financials, technology, and consumer products, and led Fox Point’s international research. Prior to focusing his career on investing, Chad was a management consultant at McKinsey and Company, solving strategic problems for the world’s leading companies. Chad earned an MBA with Honors in Finance from the Wharton School at the University of Pennsylvania and a BS with Distinction in Chemical Engineering from the University of Wisconsin-Madison.

Lester F. Alexander II, Board Member

Les Alexander is a partner with Jefferson Capital Partners where he provides mezzanine and equity capital for growth and buyout transactions. Mr. Alexander is a member of the firm’s investment committee and serves on the board of directors of several portfolio companies where he is actively involved in strategic planning and corporate governance. Prior to joining Jefferson Capital, he worked at Advantage Capital Partners where he completed several portfolio company investments and served on the investment committee. Before becoming a private equity investor, Mr. Alexander served as president of Ferrara Fire Apparatus, Inc., a leading fire truck and emergency vehicle manufacturer. At Ferrara, he was responsible for managing a workforce of 450 employees producing over 300 vehicles annually for its domestic and international customers. As an investment banker for 15 years with such firms as Howard Weil, Southcoast Capital, and J.C. Bradford & Co., Mr. Alexander completed over 50 public offerings of debt and equity securities, private placements, and merger and acquisition transactions totaling more than $7 billion for public and private companies in a variety of industries. Mr. Alexander is an adjunct professor at Tulane University and Loyola University where he teaches graduate and undergraduate classes in investment banking, private equity & venture capital, advanced financial management, investments, and entrepreneurship. He is also the board president for Benjamin Franklin High School, a public charter school in New Orleans. Mr. Alexander is the former Chairman Finance of the Association for Corporate Growth (ACG) and served on the global Board of Directors. He is a founder of the Louisiana chapter of ACG and was a recipient of the ACG global Meritorious Service Award and the Louisiana chapter’s Outstanding Service Award. Mr. Alexander received his bachelor of science in Commerce from the University of Virginia in 1989 and his MBA from the University of North Carolina in 1993.

Patrick F. Healy, Board Member

Based in Kansas City, Mr. Healy is a co-founder of C3 Capital. He has been an active private equity investor since 1985 and was a co-founder of C3 Holdings in 1994. Prior to this time, he sponsored and structured equity investments in real estate. He gained extensive workout and restructuring experience as chair of the creditor’s committee of a $1 billion bankruptcy and from being called upon to rescue a publicly-traded company from a major fraud. Mr. Healy was a senior tax partner at Mayer Hoffman McCann, a regional CPA firm, for eleven years. He received a Bachelor of Science in Accounting from the University of Kansas.

Chris Waters, VP of Strategic Sales

As Vice President of Strategic Sales, Chris guides and influences all strategic sales activities at A5 , starting in presales activities, successful sales methodology, sales process, and continued revenue generation and expansion opportunities. Furthermore, he will provide oversight in strategic sales function for the company and develop strategic sales plans that will promote growth in sales and customer satisfaction. Chris has proven his commitment to sales leadership and organizational success through field leadership as National Sales Manager at Deluxe Corporation, Field Sales Manager within the Social / Analytics Cloud at Oracle, US Regional Manager for CPQ Major Accounts at Oracle and now as Vice President on Sr. Leadership Team at A5.

Keith Fox, GM Salesforce Canada

Keith Fox is a software and consulting veteran for the past 34 years. Keith started his career at EDS which was followed by 4-year stint offshore in Bermuda. Keith then returned to Canada where he held a number of progressive sales and technical positions with software companies such as Sybase, BEA, and Oracle. After his stint with Oracle, Keith founded Cloudware Connections, a premier Salesforce consulting partner. 11 years down the line, Cloudware was acquired by A5, and Keith joined as GM for Canada.

Tarun Sharma, Vice President Delivery

Tarun Sharma is Vice President Delivery at A5 and is responsible for customer success, project operations, recruitment, resource utilization, and sales operations functions for Oracle practice. As a business and technology leader Tarun helps businesses develop solution strategies to streamline the sales process and improve customer relations to drive revenues, profits, and build brand loyalty. Tarun has led customers through digital transformation journeys. He has commanded strategic and tactical initiatives to shorten sales cycles, increase deal values and productivity, improve brand awareness and help organizations become easier to do business with. He has helped customers modernize their sales enablement tools and present a single source of information to support an omni-channel sales approach. This includes global roll-out for multiple business units included multi-currency and multi-language. Tarun graduated from Texas A&M University with a Master’s degree in Industrial Engineering.

Adam Rosenfield, VP of Salesforce Practice

As Vice President of A5’s consulting practice – Adam is responsible for both strategic alliances with partners and expanded sales growth through the entire portfolio of A5 services. With over 20 years of Sr. level management consulting expertise – Adam has worn multiple hats in his career including practice development, sales, and client advisory. He has sold & delivered countless enterprise transformational initiatives creating a measurable competitive advantage for his customers. In addition to various technical software certifications, Adam holds an undergraduate and master’s degree in Accounting & Information Technology from the University of Texas at Austin and resides in El Paso Texas with his wife and 3 children.

PJ Alfrejd, CFO

As the CFO, PJ is responsible for all things financial at A5. With over 20 years of experience in financial leadership positions, PJ has worn all the hats required of a growing tech business. His extensive knowledge of the consulting industry, experience with M&A, and strength in operational finance is another catalyst to take A5 to the next level in its growth trajectory. PJ is a CPA with a BS in Accounting from the University of Illinois, Urbana-Champaign, and has held various finance leadership positions at Exodus/Savvis (acquired by Centurylink), Neohapsis (acquired by Cisco), and mFoundry (acquired by FIS).

Vinay Kruttiventi, President & CEO / Chairman of the Board

As the CEO of A5, Vinay plays an active role in all aspects of day-to-day business operations. He is also actively involved in establishing a strategy and vision for the company. As a true customer advocate with Salesforce and Oracle product development, Vinay is actively engaged in various industry user/special interest groups. Since founding the company in 2004, Vinay has grown the business into a leading Salesforce, and Oracle partner focused on multi-cloud transformations.

Vinay has successfully implemented and architected CPQ solutions and multi-cloud complex transformation projects for various Fortune 500 companies since 1996. He has a strong authority over industry, process, and technology in Configure-Price-Quote and ERP applications. Vinay graduated from Osmania University with a Bachelor of Engineering degree and JNTU (Jawaharlal Nehru Technical University) with a Master in Technology degree.