Start-ups should focus on customer experience (CX) to engage customers and drive profits. CX is intrinsically linked to employee experience and companies that excel at CX have satisfied employees. There are five ways for start-ups to redefine their CX strategy: 1) Map the customer journey to identify touchpoints, 2) Improve onboarding to address conversion issues, 3) Provide real-time support, 4) Measure CX with metrics like CSAT and NPS, 5) Actively collect and act on feedback. Focusing on CX from the start is important for start-ups in today's connected world.

1. Redefining Customer Experience
“Good business leaders create a vision, articulate
the vision, passionately own the vision, and
relentlessly drive it to completion.”
Jack Welch

2. Engaged customers buy 50% more frequently, spend 200%
more each year, and are highly likely to be loyal to your brand.

3. Why Must Start-ups Focus on CX?

4. • Outstanding customer experience (CX)
results in highly engaged and loyal
customers, word of mouth publicity, and
more profits and growth.

5. • Customer experience is intrinsically linked
to employee experience (EX).
• Companies that excel in CX tend to have
highly motivated and satisfied employees,
an essential ingredient for success.

6. Five Ways Start-ups Can Redefine Their
Customer Experience Strategy

7. Customer experience is not a new concept.
However, it is undoubtedly an evolving one.
Here are five ways to redefine your
customer experience strategy and
genuinely amaze your customers…

8. #1
Map Your Customers’ Journey to
Identify Main Touchpoints

9. • Modern customers interact with a brand in
numerous ways.
• From finding information about a brand to
live chatting for details to receiving a thank-
you email after completing their purchase,
how well do you understand all of the
touchpoints in your customer journey?

10. • Develop a customer journey map to see if
your touchpoints are helping your
customers achieve their objectives or not.
• Identify your most effective touchpoints,
and those you think your customers should
be using, and place them strategically on
your website for maximum engagement.

11. #2
Iron Out Conversion Issues
With Thoughtful Onboarding

12. • When Canva decided to improve their
activation rates for their poster feature,
their first step was to send an email survey
to users who hadn’t used the feature yet.
• The logical question: What could the
company do to help users reach their
goals?

13. • The answer was creating a personalized
in-app onboarding experience that enabled
users to choose their path so that they
could identify with the tool quickly and use
it effectively to meet their objectives.

14. #3
Provide Real-Time Support with
Advanced Customer Support Tools

15. • Many users abandon a website due to a
lack of adequate information.
• Including a live chat widget on every
webpage encourages users to pose their
queries and receive answers in real time,
leading to higher engagement, customer
satisfaction, and consequently, more sales.

16. #4
Measure Customer Experience With
Applicable Metrics

17. • Choose the right metrics to measure the
success of your CX strategies, right from
the outset.
• Two commonly used parameters are CSAT
(Customer Satisfaction Score) and NPS
(Net Promoter Score).

18. • While CSAT is used for measuring short
term goals, such as a shopper’s buying
experience, NPS is an important metric for
measuring long-term customer loyalty.

19. #5
Actively Collect Feedback
and Act on it

20. • Most companies realize the value of
curating outstanding customer experiences
to amaze their customers.
• However, Bain & Company reports that
while 80% of companies believe they
deliver super experiences, less than 10%
of customers agree!

21. Conclusion

22. In this ultra-connected era, word travels
quickly, making it imperative for start-ups
to start on the right foot by focusing on
great customer experience from the
outset.

23. Focus on
Customer Experience

24. Start-up or not, understanding the
customer journey and experience
matters.

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