"I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel." - Maya Angelou

1. The CX Leap –
From Brick-and-Mortar to the Cloud
"I've learned that people will forget what you said,
people will forget what you did, but people will
never forget how you made them feel."
Maya Angelou

2. Great customer experience is the
key to customer satisfaction and
loyalty.

3. From Brick-and-Mortar
to the Cloud

4. • Good customer experience starts by
meeting your customers where they are
and when they want to connect.
• Even if your main connection is in person,
your online presence must be solid, too.

5. • On the brink between these two worlds?
Here are seven customer experience
strategies to bridge the gap between brick-
and-mortar and online storefronts.

6. #1
Accessing customer data

7. • Online sources offer an amazing array of
data to help you create an even more
comprehensive customer experience.

8. • The more you know about your customers,
the more you can personalize and target
your products or services to meet or
exceed their needs.

9. • With this kind of information at your
fingertips, you can boost customer
experience for in-store and online
purchases.

10. #2
Being proactive

11. • Rather than reacting to your customers
after they’ve become unhappy, a proactive
online presence can help you to build and
strengthen customer relationships.

12. • If a customer calls with a problem, you may
have already identified and added that
issue to your CRM, meaning you can give
customer-specific solutions that make
everyone happy.

13. #3
Reducing wait times

14. • When customers who call for help are
stuck on hold for ten minutes, their
satisfaction levels plummet.
• Online support options that offer immediate
answers can skyrocket CX.

15. #4
Getting personal

16. • While it’s always personal when someone
comes in your store, the cloud offers so
much more personalization.
• With a complete record of customer
interactions at their fingertips, support team
members can understand customer needs
immediately and thoroughly.

17. #5
Engaging your customers

18. • Top engagement strategies include
beautiful displays, direct mail marketing,
and special sales.
• Create a seamless customer experience
that combines those physical messages
with emails, social media, and other
customer engagement actions.

19. #6
Boosting customer loyalty

20. • When you offer a customer experience
catering to the options your customers
want and need, you can exponentially
boost your customer loyalty.

21. • Even if you offer a great experience in your
store, customers don’t always have the
time or inclination to show up in person.
• When you offer them an amazing customer
experience in the cloud, they’re more likely
to return to you—because you’re meeting
them where and when they want.

22. #7
Creating team collaboration

23. • When you expand your customer
experience from a physical location to an
online presence, it becomes easier to build
a more holistic view of who your customer
is and what he or she really wants.
• Because the cloud lets multiple team
members access the same information,
shared knowledge improves CX.

24. Final thoughts

25. • A simple way to begin bridging your brick-
and-mortar and online presence is by
thoroughly understanding the customer
experience.

26. The more you know your customers, the better you can
streamline your on- and off-line efforts to provide the
perfect customer experience.

27. Make the connection:
A seamless customer experience boosts customer
engagement, creates loyalty, and reduces churn.

28. Want more?
Like, Share, and Follow:
https://www.sogosurvey.com/blog/how-customer-
experience-is-making-the-leap-from-brick-and-mortar-
to-the-cloud/

29. Thank You!
www.sogosurvey.com