Week 5 - Ascend your Startup: Managing Consumer Experiences

Another week; another chapter of Ascend your Startup that really speaks to strategy building.  Chapter 5 is all about the feedback loop that’s required to ensure your product, business and marketing approach evolve alongside demands and expectations of your consumer base.  This next section assumes that we’ve continued to experience a reasonable level of success, and now have a strong customer base that’s well engaged in our products or services.

These customers are assets to the firm, just as much as any other tangible inputs toward profitability and production.  In fact, the wants and needs of notable consumers can be some of the most important factors to ongoing success.  You need to incorporate real, accessible customer feedback and response analysis to maintain product quality and maintain consumer interest and engagement.  Positive customer experiences can actually aid your marketing campaign – nothing is better than candid (positive) reviews and word-of-mouth.




It’s critical to understand how an engaging and focused customer experience can contribute to future growth.  You need to establish systems to deliver “consistent and reliable” customer experiences, while simultaneously codifying fail-safes inside your organization that monitor, and respond to, shifts in both presentation quality or user response.  Ultimately, an effective customer experience program, coupled with real-time feedback integration, will help produce consumer loyalty – an important component of business brand development.


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