customer experience strategy

Getting a company’s digital infrastructure organized is important, but it’s not the only strategy that helps companies, as establishing strong relationships with consumers is the first step.

To do that, businesses have to find the right tools and strategies to better identify their customers, including who those customers are and where they’re coming from.

Identifying the target audience allows companies to gather enough data to develop more efficient feedback loops and allows for more personalization in promotional campaigns.

Despite the large number of digital resources that are available to companies, they often don’t provide consumers with relevant and engaging experiences. 


One of the ways that companies can build more relevant customer experiences and strengthen their relationships with target audiences is through automation tools.

Those tools can help companies outsource some of the repetitive tasks involved in a marketing campaign, such as sending out emails to consumers that have previously interacted with a campaign, providing them with discounts, and more.

With automation tools, companies can personalize every consumers’ experience with automated messages that fit their audience segments.

Depending on their interests, previous engagements with the business, purchasing behavior, and more, the consumers can receive a different message. 

Business Intelligence

There are a number of platforms that can help companies extract relevant information on their customers from all the different channels they use, as well as relevant information on other business details.

All of that data can be used to make better business decisions in the future. However, it’s important that the collected information is correct and clean.

Customer data can help companies understand what the audience needs, their interests, values, and pain points.

If there is any duplicate or outdated information that can affect business decisions. 

Future Plans

By using the information that was gathered about their target audience, companies can make plans for delivering better and more relevant customer experiences to their target audience.

Knowing what the consumers want can help companies develop new ways of connecting with them, building stronger relationships, and turning leads into long-term buyers or even brand advocates.

Most companies tend to invest heavily in marketing and advertising campaigns in terms of personalization.

However, they should also bring those efforts into their inbound experiences.

Getting a full view and in-depth understanding of the customers, and extracting insights from their buying journeys, can serve as a foundation for any company’s future business plans.

Ronn Torossian is the CEO and founder of NY based PR firm 5W Public Relations. Torossian is also the founder of the Ronn Torossian Foundation, and a life long New Yorker.

Previous articleIgnoring Criticism and a Damaging Reputation
Next articleKeeping Track of Market Competitors
Ronn Torossian is the founder and CEO of 5W Public Relations, one of the largest independently-owned PR firms in the United States. With over 20 years of experience crafting and executing powerful narratives, Torossian is one of America's most prolific and well-respected Public Relations professionals. Since founding 5WPR in 2003, he has led the company's growth, overseeing more than 175 professionals in the company's headquarters in midtown Manhattan. With clients spanning corporate, technology, consumer and crisis, in addition to digital marketing and public affairs capabilities, 5WPR is regularly recognized as an industry leader and has been named "PR Agency of the Year" by the American Business Awards on multiple occasions. Throughout his career, Torossian has worked with some of the world's most visible companies, brands and organizations. His strategic, resourceful approach has been recognized with numerous awards including being named the Stevie American Business Awards 2020 Entrepreneur of the Year, the American Business Awards PR Executive of the Year, twice over, an Ernst & Young Entrepreneur of the Year semi-finalist, Metropolitan Magazine's Most Influential New Yorker, and a 2020 Top Crisis Communications Professional by Business Insider. Torossian is known as one of the country's foremost experts on crisis communications, and is called on to counsel blue chip companies, top business executives and entrepreneurs both in the United States and worldwide. Torossian has lectured on crisis PR at Harvard Business School, appears regularly on CNN & CNBC, was named to PR Week's "40 under Forty" list, is a contributing columnist for Forbes and the New York Observer, and his book, "For Immediate Release: Shape Minds, Build Brands, and Deliver Results With Game-Changing Public Relations" is an industry best-seller. A NYC native, Torossian lives in Manhattan with his children. He is a member of Young Presidents Organization (YPO), and active in numerous charities.