19. Why Customer Experience Is the Best Marketing Strategy in 2025
- Ashley Conway
- Jun 2
- 3 min read
If you’ve been feeling like your marketing efforts are getting lost in the noise, I want to let you in on something big: customer experience might be the missing piece. And no, I’m not just talking about your email response time or whether you remember to say “thanks for your order.” I mean the full journey—from the first moment someone hears about you to when they’re singing your praises to their friends.
In this episode of the Higher Purpose Marketing Strategy podcast, we’re diving into the topic that will make or break your business in 2025: the experience you create for your customers.
Let’s unpack a few big takeaways from the episode and what they mean for your business.
Customer Experience: It’s Bigger Than You Think
Customer experience is more than just “good service.” It’s how your customer feels from the first click to the last invoice—and every step in between. And it’s one of the fastest, most cost-effective ways to stand out without shouting louder or spending more.
The data backs it up:
86% of buyers will pay more for a better experience.
65% say experience matters more than advertising.
Yet only 60% of customers feel like brands actually deliver on personalization—despite 85% of businesses thinking they’re doing a great job.
That’s a serious disconnect. And a serious opportunity.
So how do you fix it?
5 Ways to Uplevel Your Customer Experience
Bake Customer Experience Into Every Corner of Your Business
Your customer’s experience isn’t just about your support team—it’s shaped by your emails, your onboarding, your checkout process, your follow-ups… everything.
Quick win: Look at your website’s contact form or automated email sequence. Does it feel warm and human? Or transactional and cold? Small tweaks can make a big difference.
Empower Your People
Whether you have a team of 20 or you’re a team of one, everyone who touches the customer experience should feel confident to make decisions that put people first.
Brands like Chick-fil-A and Zappos are famous for this—because they train their teams to anticipate needs and act on them.
Use Data Like a Human
Numbers are powerful—but only when you pair them with empathy. Ask your customers what’s working and what’s not. Use that feedback to make small improvements that matter.
Find & Fix the Friction
Every business has customer touchpoints that feel clunky or impersonal. Maybe your follow-up emails feel stiff, or your booking process takes too many clicks.
Map out your customer journey and ask yourself: Where could this feel smoother, more welcoming, or more like… me?
Bring the Joy
Here’s where you get to be creative. What’s one thing you could do to surprise and delight a customer this week? A handwritten note? A voice memo follow-up? A small gift?
Delight is one of the most underrated growth strategies.
Your Next Steps
Want to give this a try?
Make a list of your customer touchpoints (website, emails, discovery call, onboarding, etc.)
Choose one to improve this week.
Look for ways to make it more personal, more clear, or more human.
And if you’re ready to take a deeper look at your customer experience and get some outside perspective, I’d love to help.
