Harnessing Customer Experience for Lead Generation: How to Capitalize Them

Would you call us liars if we say, ‘Your lead generation efforts depend on customer experience strategies’?

Luring people towards your business, and making them your customers is your ultimate goal and we know that. Lead generation is a primary part of the process of creating a customer. 

Whenever we’re talking about customers, we can’t do it without mentioning customer experience. Same way lead generation can be hugely impacted by the experience. 

Let’s find out how.

What is customer experience?

Customer experience is the way customers perceive their interactions with a company. It involves creating positive and distinctive interactions to ensure customer satisfaction and loyalty.

What is lead generation?

A sales lead is someone who has shown interest in your business and provided their contact information. Lead generation is the process of making your business attractive to the target market and creating interest to gain leads. 

How can customer experience be vital for lead generation?

It might sound far-fetched when you first consider the connection between customer experience and lead generation.

How can someone who isn’t a customer yet be affected by customer experience? – that’s the question you might ask. 

Let’s start from scratch. Suppose you need to buy a shoe; how do you begin the process? -maybe from searching on Google. Then you might opt for the big brands like Nike or Adidas. 

If the brand isn’t renowned as bigger ones, you might check their website or social media if you find an attractive shoe. 

After seeing the social proofs or user testimonials, you might decide to buy from them or interact with them for further information.

If your interactions with the brand are reasonable, you become their lead and might become their paying customers. It all depends on the experience you have been through without even being a customer. 

That’s how customer experience is linked to the lead generation process. Good experience creates positive impressions, increases word-of-mouth, and along the track, your brand reaches your targets.

Utilizing customer experience for lead generation

Your customer experience strategies can actively or passively impact lead generation. When you channel your customer experience techniques for lead generation, it works like magic.

Here’s how it works.

1. Customer service

When you’re crafting your customer experience strategies, customer service is an inevitable part. Through customer service, lead generation can be fuelled.

Being responsive, and empathetic to the customers must be the main priority. 

Sainsbury’s has a very interesting story of exceptional customer service. From the letter of a little girl, they changed the name of their Tiger Bread to Giraffe Bread, because their little customer suggested that way.

Things went viral and many people got to know about Sainsbury’s. This demonstrates that no interaction with customers can go in vain.

Giving customers a story to tell, a memory to remember can be a way to reach your leads through the stories.

2. Answering questions

People who discover your brand for the first time are the most curious ones. They want to know about your services, what unique value you can offer and many other things. They’ll get an idea of what experience they’ll go through using your product or services.

You quench their thirst of curiosity and you get yourself a prospective customer. Educating people about your business can be a crucial factor. The ways you can do it are: 

Using contents

Keep an eye out online to find out what your possible customers are searching. Getting an idea of what people want to know is important. But remember, stay relevant. 

Publishing blogs, videos, or documentation that answers all the questions regarding your business or sometimes even more than that is the key. You can expand their knowledge as well as keep them glued to you with your value-adding content. 

The contents can light up the lead generation process. If someone likes your content, they might drop their email for your newsletter, share your content, or comment on it. Thus you reach your targets.

Social media interactions

At this point in time, social media holds a lot of power. It’s a powerhouse of lead generation. You have to be able to give an enjoyable experience through social media to attract leads. 

Check out how MAC Cosmetics interact online which helps people get information as well as give theirs in exchange. 

Using AI chatbots

AI has been revolutionary not only in headlines but also in the jobs it has been doing. The usage of AI chatbots has leveled up the customer experience. 

Conversational AI chatbots that interact with people, and provide instant answers are great. This helps interested people to understand your business and they will possibly become a customer. 

For instance: the Growth Marketing Genie has a chatbot on their website. It collects the questioner’s name and also provides options that they can talk about. It’s a fascinating way to collect leads through smooth experiences.

3. Customer testimonials and feedback

97% of consumers say online reviews influence their buying decisions. People who search online, go through reviews just to be sure others are also loving your product. Otherwise, they won’t buy from you.

This means your existing customers are your assets. When they are loyal, and enjoying your experience-  they become your advocate. Collecting customer testimonials, and social proofs is only possible when you are focusing on providing a great experience.

The screenshot from Weight Loss Center is an example of how testimonials can reach your targeted buyers.

4. Accessibility

Your website is the place where people go when they need to learn about you. This is where most people surf just before making a purchase. That’s why you can’t risk making a website with no vision. 

Keeping your website clean and user-friendly is the key. Placing every piece in the proper place should be your focus. Thus users can have a smooth experience surfing through your site and might come back for more. Don’t forget to add a contact form; that’s how you’ll get your lead. 

Check out this sleek design of the Slack website. It has everything in place, and it’s user-friendly. 

5. Omni-channel support

When you want to provide an awesome experience through customer support, it has to be omni-channel. Most of the customers get tired if they have to answer the same questions to different calls and emails. 

Sometimes customers get enraged as they have to explain many times. Omni-channel support means your support team has access to the same contextual data. 

This helps provide a seamless support experience through every channel (phone, e-mail, or others). The less the frictions are, the happier the customers become. They might talk about your support if they’re satisfied enough. 

Wrap Up

To wrap things up, you’ve already seen how customer experience is glued to the lead generation efforts. Don’t try to reduce cost at the expense of experience. 

Customer experience has its long-term effect. You can modify your customer experience strategies to generate quality leads. 

Let us know if you have ever felt the effects of customer experience for generating leads.