You want your brand to have the reputation of an old Hollywood classic. It’s a “must-see,” everyone recommends it, and people are left in awe.

That’s what you want from your audience, right? Of course, sweets. But what does a brand need to make that kind of impression?

Dynamic visuals? A witty voice that has them hanging on every word? Perhaps an offer no one else has that positions you as a groundbreaking trendsetter? 

All those things are needed to put on a good show, sure. But what keeps your audience impressed, roaring at the end, and ready for more? How you make them feel. 

Are you giving them everything they need to feel confident about what you’re offering? Are your processes seamless enough not to feel like a chore? If you’re not sure, toots, you’re in the right place.

We at Rendezvous Creative are here to help you build a loyal customer base. To do that, we’ll show you how to leverage strategic branding to create a customer experience that gets them on their feet and excited to tell all their friends.

Why strategic branding & customer experience matter for your brand

Customer experience isn’t just how you respond when things go wrong, though that is the narrative that has been spun. Instead, it helps to think about customer (or client) experience as everything you do to make sure things go right. You can’t prevent every problem, but you can create a system that will smooth over the biggest road bumps. 

A great customer or client experience starts with consistency — in your branding, in how personal you make it feel, and in how much effort you make to connect with your customers. Why is this important? 

Businesses that deliver stellar customer experience have higher retention rates. By giving folks an experience that’s seamless, personalized, and emotionally resonant, you establish yourself as an authority, regardless of your industry or niche, with glowing reviews. 

Doesn’t that sound nice, doll? So how do we get you there? 

Audit your customer experience for more strategic branding

Ready to set the stage for your audience, and let them know that your business is where they can come to get what they’ve wanted all along? 

It starts with an audit of what your brand is currently serving up. 

How do you know what people think of your brand currently? You won’t know unless you ask. Surveys are a great way to find out what folks think about working with you. 

But the real magic lies in paying attention to how your customers respond at each touchpoint. They might not always say how they feel, or be able to articulate in a survey. Pay close attention to what’s causing friction. 

Are people confused about what they get with your offers? Do you find yourself explaining who you work with and why, over and over? Have one too many discovery calls with leads that aren’t the right fit? 

That’s a pretty big sign something isn’t clear. So…what can you do?

Map out the journey and put yourself in their shoes at every touchpoint. 

Is there anywhere that falls flat? Is anything unclear? Assuming they share the same values, would they feel empowered by your help? Excited and aligned? Unenthused or apathetic?

Auditing your customer experience like this can highlight gaps you may not notice when assessing it from your angle. 

And as they say, the customer is always right. If they’re experiencing friction and they’re the right fit, something’s gotta give. 

How to master your customer experience

How do you implement an elevated brand experience for your customers? 

There are really only three things to do: live up to their expectations, personalize where possible, and ALWAYS let your values guide your interactions.

Customer Experience Tip #1: Live up to their expectations

As humans, we crave consistency. Clients and customers want to know what to expect from you and to know that you can support them — whether that’s through a service you provide or a product you offer. 

They want assurance that their hard-earned money will get them the results they’re after. No one likes to waste their time OR money. 

So, what are folks expecting from your brand? While expectations can result from industry trends or a customer’s personal experience, sometimes they’re a direct result of the story we tell them. 

Make sure whatever story you tell, you can effectively show folks that you have the means to follow through.

Customer Experience Tip #2: Personalize where possible

No one wants to feel like a cog in a machine. Especially not when they’re paying you good money for that pretty little noggin of yours. They want what you have to offer, yes, but they also want to feel human in the process.

Yes, automate everything. Tighten up your systems. But don’t automate it so much that you have little to no room for personal touches and opportunities for delight. 

NOTE: A gorgeously branded onboarding sequence, automated check-in emails, and even “scheduled” client gifts are amazing touches that feel personal but don’t have to be manual. Don’t get it twisted, doll. Personalization ≠ manual work in every instance. 

Customer Experience Tip #3: Allow your values to guide your interactions

Are you living up to the values you preach? Really? Consistency isn’t just about following through with call times or using the same strong brand voice across all platforms. 

It is also (and very much so) about being consistent with your mission and your values. People likely chose you over a competitor because of your values and your mission. So, use your values to guide you in EVERYTHING you do as a brand. Use it as your “north star.” 

If you value innovation, bring that into your client’s journey — offering unique experiences they might not have seen in their work with other companies. If you value creativity, find new ways to creatively engage your clients during onboarding, delivery, and offboarding.

For example, let’s say your brand values “kinship” (a real value from a real Rendezvous Client). As part of their customer experience, they focus on building community. This means that every customer gets to join a private group where they can access new resources and connect with other people experiencing the same challenges. 

Your customer experience will vary based on your values, but the key here is to find ways to feature them throughout each touchpoint. Don’t put them on the back burner; your values make your business unique and connect you to your clients.

Ready to connect the dots between a strategic brand & happy customers? 

It’s important to remember that customer experience isn’t static. As your brand evolves, so will your customers’ experience. That’s why it’s so important to dig deep and consider your brand from the other side (theirs).

Implementing the strategies we shared above to strengthen your customer experience will not only meet their expectations… it’ll blow them right out of the water. And that kind of impression can only foster loyalty and long-term success, right? 

Noticing a disconnect between you and customers? Let’s connect the dots so there are no more gaps between your brand and your customer experience! 

Go ahead and give us a ring-a-ding-ding. We’ll be waiting for you, doll.