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  • Ingrid Miranda

Customer Experience: how important is it for your business?

In NYC the average salary for a Customer Experience Manager can go as high as $130,000.00 per year. This is a significant high salary for a manager position, and should open your eyes for how important the customer experience is: big companies are investing a lot in professionals that can deliver a high satisfaction to their final client.

One big mistake that some small business do is not paying enough attention to the 1, 2, 3 clients that they have already, and instead focus all their resources in achieving a higher audience to possibly make more money. But if you are not retaining your current one, how can you provide a satisfying experience to a higher book of business?

In today's competitive world, the success of service-based businesses hinges significantly on the quality of customer experience they deliver. This is particularly amplified in the digital realm, where platforms like Instagram play an important role in shaping brand perception and customer engagement.

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Customer experience (CX) encompasses every interaction a customer has with a brand—from initial discovery and purchase to ongoing support and assistance. For service businesses, where intangible offerings like expertise, efficiency, and reliability are paramount, customer experience becomes even more crucial. Positive experiences build trust, foster loyalty, and encourage repeat business and referrals. In the other hand, a poor customer experience can tarnish reputation swiftly in today's interconnected digital landscape. I mean, we all know that people talk. Bad reputation can go further than you can imagine.

Use Instagram for a better CX

Instagram isn't just a platform for sharing captivating visuals; it's a dynamic space where service businesses can showcase their expertise, engage with customers, and humanize their brand.

Here's why Instagram is a game-changer for enhancing customer experience:

  1. Visual Storytelling: Through captivating images and videos we can communicate more efficiently the story of our brand, making our audience to feel part of our mission, relate to our struggles, and evoke emotions towards a deeper connection.

  2. Engagement and Accessibility: with Instagram we can get a direct line of communication between businesses and customers. Through comments, DMs, and Stories, businesses can promptly respond to queries, offer personalized recommendations, and address concerns, fostering a sense of accessibility and care that was inefficient years ago when we needed to rely in email communication or phone number (hello, does anyone still makes call?)

  3. Building Trust and Authority: Consistency + quality content + everything nice = service businesses as industry leaders (YAY). Keep this in mind: valuable tips, behind-the-scenes glimpses, and client testimonials establish credibility and reinforce trust among potential customers. This is such an important tool for everyone out on Instagram, especially if you own a business!

  4. Community Building: Instagram is a playground for communities! We can all find our tribe, connect, and feel as we should on any social platform: SOCIALS! Cultivating a loyal community of followers by celebrating client successes, featuring UGC (we have a post about it here), and hosting live Q&A sessions, can nurture your business with a sense of belonging and appreciation.

  5. Feedback Loop: Customer feedback is invaluable for service businesses. Instagram serves as a feedback conduit, providing real-time insights into customer sentiments and preferences. This data is extremely important in refining services and enhancing customer satisfaction.

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Strategies for Elevating CX on Instagram

If you understood how Instagram can be pivotal on your Customer Experience journey, here are some tips on how to make it even more intentional:

  • Content Strategy: Develop a content calendar that showcases your expertise, addresses pain points of your dream client, and highlights customer successes.

  • Engagement: Actively engage with followers through comments, messages, and polls to foster a sense of community and responsiveness.

  • Transparency: Offer transparent pricing, service details, and FAQs through Instagram posts and Stories to build trust - and make this information easy to be accessed by a new follower when coming into your profile.

  • Customer-Centric Approach: Tailor content to address customer needs and preferences, demonstrating a genuine commitment to serving them.

  • Consistency: Maintain a consistent brand voice and aesthetic to reinforce brand identity and recognition.

In the realm of service businesses, delivering exceptional customer experiences is non-negotiable for sustained success (believe us when we say it!). Instagram, with its visual allure and interactive features, emerges as a potent ally in this pursuit. Use the tips above to use Instagram effectively into this journey, understanding that service businesses must forge meaningful connections and nurture customer loyalty, to thrive in an increasingly competitive digital landscape.

And remember: every post, comment, and interaction on Instagram is an opportunity to delight and inspire—make it count!

We wish you the best of luck in creating the most genuine connection you with your peeps! <3


Ingrid from The Social Lab


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