Customer Experience is everything today.

So many coaches, consultants and small business owners are focused on the changes in marketing and all the new things we have to master and pay attention to.

The fact is the most significant driver of change today isn’t the way marketing is changing, it’s the way buying is changing.

If the customer is indeed now in charge of their buying journey, and I believe this is true, then the most important marketing element still left in our control is the customer experience (Cx) – the way in which prospects and customers experience every aspect of our business.

May I be as bold as to suggest that Customer Experience is everything today?

Now, I realise if I’m going to suggest something so far-reaching and universal, I’m also going to have to help you expand your vision of what customer experience is.

See, for any business, the customer is experiencing your business long before you are even aware of their need or interest. The question is, have you considered the impact of every marketing decision in this light?

Even Google rewards you

Many people ask me how to get better rankings on Google, and while I may give more technical answers at times, the simple answer is to create a better customer experience.

Google’s objective, when it comes to search is and always has been to reward businesses that create the best, most relevant, and most useful content and make it easy for people to find and consume that content.

The only thing that’s changed is Google’s ability to understand what content does just that.

Let’s explore the customer experience…