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Personal Statement : I Love Cake

Decent Essays

I love cake.

Yes, I can finally admit it. But it’s not because of the cream cheese frosting.

It’s the layers of sweet icing, white almond cake, and strawberry filling. Alone each ingredient is okay. However, when combined, my sugar craving is completely satisfied.

And that’s how the customer experience should be. It’s not about online versus in-store.

Instead, shift your focus to delivering experiences layered with worthwhile product interactions, unique online checkouts, and must-tell-a-friend customer service.

Research shows that “86% of buyers will pay more for a better customer experience, but only 1% of customers feel that vendors consistently meet their expectations.” Now is the time to give your consumers what they want. …show more content…

Take a multi-layered approach to the customer experience. Brand layering is defined as:

“The process of nesting sequenced brand benefits within the brand whole, leading the customer through phased discovery to fulfillment. It is typically integrated within the brand journey.”

Lead the customer through a real-life shopping adventure. Similar to Pokemon Go, create ways to keep your buyers engaged. You want them excited to be a part of the journey.

How will you surprise customers at checkout? Or delight them when they open the shipping box?

“You need to go deeper. Your brand is how you communicate who you are, what your product is, what that product means to your customer – brand is how you make your customer feel. Your brand is what draws them to buy from you. I like to call it brand layering, meaning that you dig into all the different aspects of how you want to embody your brand,” writes Michele Markey, vice president of FastTrac.

Brand layerings means going the extra mile. Combine all your channels and services into one extraordinary customer experience.
Why It Matters
Business executives are already swamped with an endless list of things to do. So, why should they add another task to their strategic plan?

Because the shopping experience centers around the customer’s fickle emotions.

When buyers are happy, they may recommend you to a friend.

“Despite the emergence of digital technologies, one thing remains true in the business world: word of mouth

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