Listen! If not, there is no experience

Surely we all have in mind and we have not forgotten the best and the worst experience as a consumer.

Consumers demand experiences. They are increasingly interested in experiencing emotions provided by brands. Now brands are clear about it, they have to Differentiate yourself from the competition, and not only must they do it with the product and with the price, but as an indispensable requirement they have to incorporate experiences such as Marketing strategy. Only in this way will they be able to conquer and seduce their customers.

Importance of betting on the consumer experience

It must be accepted that consumer habits have changed over time and the user is already tired of the “traditional”, wants to be surprised, wants to discover new experiences.

There was a time when there were companies that had privileges because they had a series of machinery, information, technology, etc. that their competence did not have. However, with globalization, access to this series of resources has been democratized. That's why if we want to be different, we have to go further and the customer experience is something that truly makes a difference.

According to a study prepared by the Jack Morton Worldwide agency in several countries, it is confirmed that 44% of users would be willing to pay more if brands offered them unique experiences. And a happy customer will always recommend the brand if there is a great experience behind it.

Social Listening as an engine of experience

The point is that within the world of experiences, something differential must be generated. We can't create experiences similar to my competitors.

To generate a differential experience and that brings real value to your customers, the first step is to know and understand what their concerns are for your sector.

Thanks to the Active Listening Marketing, many companies have been ahead of the rest. Brands have been attentive to what users are interested in and then able to offer it to them. Without that prior active listening, companies would surely not have detected how to connect emotionally with their customers.

Brands must seduce the user, make them fall in love with them, make them feel different. Just think about how you would like to be treated and how you might be surprised.

Albert Einstein said, “If you're looking for different results, don't always do the same thing.” Brands cannot stagnate in what has worked for their customers so far, because they will change tomorrow, will you change at the same pace? The customer must be listened to constantly in order to surprise them on a daily basis.

How do we know what the customer is demanding?

To simplify a lot, there are 2 ways to know what the customer wants so that later you can generate valuable experiences: either you ask it directly or you try to estimate it by research.

To ask directly, there are countless tools that are already known as questionnaires, feedback forms, etc. However, what happens when consumers no longer respond to this type of action?

That's when we have to choose the second option and try to estimate through research what we can do to generate valuable experiences. Noting the importance of Social Media In the Customer Journey we can say that active listening in the buying process is key to greater conversion.

By carrying out a Social Listening study, we can carry out research on what your consumer is worried about, not only about your brand but about your industry. In this way, and with the effort of a powerful qualitative analysis, we can learn how to best impact a consumer.

Another key point in this process is the microsegmentation. Both in the analysis and in the execution of the experience.

At Novicell we offer the service of Social Listening, helping companies to identify business opportunities and learn about customer opinions and needs. It is not just a matter of extracting data with monitoring tools, the differential value of Novicell is based on the capacity for microsegmentation and qualitative analysis of all the information collected to then offer a series of conclusions and recommendations to the brand.

Does your brand connect with your followers? Are you proposing something differentiating? Do you meet the expectations generated? Do you know what your customers think? Would you like to know more about their opinion in detail? Don't hesitate any longer and ask us for more information! Novicell helps you answer all of these questions.

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