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What Kind of Customer Experience Do You Really Provide?

What Kind of Customer Experience Do You Really Provide?

What do we know about retail today? It’s all about the customer experience. In fact, 2020 is the year customer experience is predicted to outpace price and product as the key differentiator. In some sectors, particularly the luxury space, this shift happened a while ago; other types of businesses to varying degrees find themselves forced to keep up.

And what do we know about the customer experience?

The customer experience knows no boundaries. Today, your customer can discover and engage with your brand on so many platforms. If we limit ourselves to only the digital options, there’s your website, social media platforms, advertising, any directory or review sites that include your business, other websites that mention your company in one way or another, and of course, whatever Google has to say.

Expectations are high, no matter what. Amazon has done everything it can to train customers to expect a frictionless retail experience, with personal attention and infinite product selection. While shoppers understand that every store isn’t Amazon – and in fact, they may be shopping with you because you’re not – their experiences with Amazon influence their expectations of you.

How to Understand What Kind of Customer Experience You Really Provide

If you really want to know how well your business stacks up against Amazon – or any of your competition – there are a couple of ways to go about it. One is the classic retailer’s advice to shop your store. Easy to say, hard to do. Try researching your business online the way a customer would. Do this in an incognito window on your browser, so you get results more representative of what the general public sees. Visit your website. See if you can find the answers to common questions, like where are you located and when are you open. Make a purchase. Go through the process the way your customers would and see what you think of the experience.

When you’ve completed this process, you’ve collected some valuable observational data. Observational data is most valuable when it’s used in conjunction with objective data, which is the type of digital data generated by your actual customers as they visit your website and interact with your company online.

The simplest, easiest way to learn how to access and derive insights from your data is to join TTG’s CBD Club. CBD stands for Customer Behavior & Data – the secrets to better understanding, attracting, and serving your customers. Each session provides you with action steps you can start using to improve your business immediately. Start today to prepare yourself for the best holiday shopping season ever. Sign up here today!

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Creative Director/Senior Designer

Tom DiGrazia

With over a decade and a half of professional design experience, Tom brings his knowledge of design principles and focus on user experience to every aspect of his contribution to TTG. Paying special attention to each client’s brand, personalized needs and individual interests, he strives to create compelling concepts utilizing intuitive and highly-refined design solutions. In addition to traditional and digital design work and oversight at TTG, Tom also boasts a wide portfolio of web development projects with the company, allowing him to stretch his CSS and HTML skills across multiple platforms and disciplines. He feels that being a designer in the digital landscape of websites, eCommerce solutions, email marketing platforms and social media, it is important to understand the code that goes into these areas as it assists his ability to tailor designs specifically targeted to achieve the best end result and further builds understanding and communication with backend development teams.

In his off hours, Tom is an avid pop culture enthusiast, staying up to date on the latest shows, films, comics and games. He can also typically be found taking part in a whole host of artistic activities that help him further stretch his creative legs. Regardless of the activity, Tom is always accompanied by his dog, Eli, and his cat, Tib.

Specialties:
Design, Photography, Illustration, Digital Imagery Manipulation, Wesbite Development

Platforms/Tools:
Photoshop, Illustrator, InDesign, Lightroom, HTML/CSS, Wordpress

Analyst/Strategist

Courtney Dumont

As Senior Marketing Strategist & Analyst at Technology Therapy Group, Courtney is energized by the ability to flex both her left and right brain daily. Courtney discovered her passion for Marketing at Bryant University, where she spearheaded research on students’ perceptions of Social Media Marketing for her Honors Capstone Project. After graduating Bryant in 2012, she joined the Technology Therapy team, where she’s honed her skills in social media, search and social advertising, email marketing, SEO, and more.

Since joining the team, Courtney has created digital marketing strategies and managed campaigns for clients across the country, ranging from plastic surgery centers, to jewelry stores, to construction companies. With a cohesive, cross-channel approach and a focus on data-driven decision making, she has increased their leads by up to 217%. But Courtney doesn’t leave her zeal for social media at the office; she also runs a local foodie Instagram account with her husband to document their meals across Rhode Island and beyond. Check them out: @hoppilyfed.

Specialties:
Marketing Strategy, Data Analysis, Google Ads, Facebook Ads, Social Media

Platforms/Tools:
Google Analytics, Google Ads, Facebook Ads, Facebook Creator Studio, Instagram, Klaviyo, Mailchimp, Emma Mail, Google Data Studio, WordPress, YouTube, LinkedIn, Facebook, Microsoft Office