How to Create a Memorable Customer Experience

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I'm Christiana

If you ask those closest to me, they'd tell you I'm also the go-to friend to sit down with over a glass of Sauvignon Blanc to dish all things dreams, business, and design–with a side of encouragement when you need it most.


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As a small business owner, providing an unforgettable customer experience is the backbone of your success. Creating an impression that makes customers want to return and recommend your business is key. According to Forbes, studies show that 86% of customers are willing to pay a premium for better customer experiences. So, why not try to deliver the best experience possible? In this blog, we’ll explore tips to help you create a memorable and enjoyable customer experience for your small business.

How to Create a Memorable Customer Experience

Create a Warm and Welcoming Atmosphere

Designing a space that is warm, welcoming, and comfortable for your customers will keep them around longer. Whether you have an online business or a brick-and-mortar storefront, there are many ways you can incorporate warmth and welcome into your customer experience.

If your business is online, your website is your virtual storefront or online home. You can make your visitors feel welcome and want to stick around by speaking to them directly in your copy. Use “you” more than you use “I” and include them as the main character in the story. Designing your website strategically with your visitors’ needs in mind will also make them feel welcome. Using your homepage as a map to the rest of the pages of your website will help your visitors know where to go next.

For a brick-and-mortar location, you can achieve this with easy and simple renovations such as painting in warm colors, using soft lighting, and investing in comfortable seating. Upholstered chairs, decorative throw pillows, and even simple benches can all help create an inviting atmosphere. Ensuring the comfort of your customers should always be a top priority.

Mind Your Branding

Strong branding can help make your business memorable and unique. It can also help customers develop a strong association with your product. Use your business collateral such as business cards, product packaging, and flyers to create a cohesive visual language. Ensure your branding is consistent across all channels, online and offline. This will help customers easily recognize your brand and build a lasting relationship with it.

Optimize Your Layout for User Experience

Navigating a cluttered or confusing store or website layout is frustrating for customers. Ensure you have an optimized layout that makes it easy for customers to find what they need. If you have a physical location, pay attention to foot traffic and keep the most popular items in high-traffic areas. Also, try and place complementary items near each other to encourage upselling. A well-planned layout will keep customers shopping and may even encourage them to purchase additional items whether that is in person or online.

Make Sure Your Website is User-Friendly

With that said, your online presence is just as important as your physical space. Ensure your website is user-friendly, highly intuitive, and easy to navigate. If your website is difficult to use, it will cause users to leave the site quickly. Your website should be responsive and mobile-optimized so that visitors can easily navigate your site on desktop and on mobile devices. Studies suggest that 79% of smartphone users have made a purchase online using their phones in the last 6 months. That could be a lot of sales from smartphone users you’re missing out on if your website is not mobile-optimized. In addition, make sure that your site is well-structured and straightforward and that all core information such as products, location, and contact numbers are easy to find.

Personalize Your Customer Service

Personalizing and elevating your customer service experience is a worthwhile way to make your business stand out. Use data tracking tools like email, social media, and CRM software to keep track of customer data and preferences. This data can help you tailor your service to meet customer needs, improve your product offerings, and support them with their buying process. In addition, cultivating a friendly, engaging, and willing-to-help attitude when it comes to communicating with customers can go a long way and make a lasting impression. A personalized, high-end customer experience is more likely to guarantee repeat business.

Final Thoughts

Small businesses are at the forefront of building and maintaining positive customer experiences. To create an environment that delights customers, focus on creating a warm, welcoming atmosphere. Ensure that your branding is consistent online and offline, optimize your physical layout and website for easy navigation, and personalize and elevate your customer service. Doing this will help you create a memorable customer experience that customers will want to return to, recommend to their peers, and help grow your small business.

Welcome – I am so happy you’re here!

I’m Christiana Nicole, brand strategist, Showit website designer, and founder of Briarcroft Lane Design Studio. I specialize in branding, website design, and business strategy for creative entrepreneurs and small business owners like yourself. It’s an absolute pleasure to have you here!

Photo of Christiana Nicole, founder of Briarcroft Lane. Standing at desk in black blazer dress with mood board materials on desk

If you liked this blog post, I think you’ll like The Power Of Branding: How To Build A Memorable Brand and Why Responsive Website Design is Critical for Your Business.

If you’re interested in more branding, website design, and business resources, I’ve got you covered. Subscribe to Sunday Style & Strategy, my weekly newsletter featuring actionable strategies, design inspiration, and resources delivered to your inbox every Sunday.

For even more resources, visit the blog or The Resource Edit–my library of free resources, recommendations, and must-haves.

Photo of Christiana sitting on couch with client, writing on notepad, holding coffee mug, with laptop on couch, client holding mood board photo

My ultimate goal is to provide female founders with a thoughtful brand and website built to connect and convert. All while arming you with the clarity and courage to show up confidently as the expert you are. Whether you’re interested in a custom branding project or expedited experiences like The Brand Blueprint and The Online Presence, I’m here to help you create a memorable customer experience through branding and your online presence.

If you have any questions or would like to discuss how we can collaborate, please don’t hesitate to reach out. You can contact me via email at hello@briarcroftlane.com or send me a direct message on Instagram. Thank you so much for stopping by and I hope to see you around here more often!

xo Christiana