'Communication - the human connection - is the key to personal and career success.' - Paul J Meyer
If Paul was alive today, he would have added 'business' to his powerful quote.
The pervasive reach of social media and technological advancements has made it very easy for businesses to obtain information. But are you smartly using that information or letting it rot as a dump?
Empathize with your customers through intelligence
What comes to mind when you hear 'intelligence'? Probably this.
But what we mean is customer information which companies already have. Information that gives businesses insights into customer preferences, impact of previous marketing campaigns, products and services from competitors and feedback. Businesses can provide more personalized services that will go a long way in meeting the needs of customers and providing them with better experiences.
|Wish you had customer intelligence? Get it from firstname.lastname@example.org|
(Full Disclosure: We are in no way associated with NSA or the CIA and we don't support privacy invasion. We are just offering a way to smartly use customer data already available with the banks.)
Today, you don't have to spend hour long telephonic conversations to understand your customer. Tools abound which give you detailed insights about customer behavior and purchase activity.
|Click to enlarge | Taken from CRMNEXT CRM Solution|
Through CRMNEXT social media monitoring (again, not Bourne style), know what's happening in their social lives, keep track of their feeds and your brand mentions. Get innovative by offering services that are location-based or tailor made for specific regions, using the information gathered to incorporate customer preferences and changing demands into the product design and addressing complaints within the shortest time possible.
Personalize Your Interactions
Gone are the days when companies treated customers as options that were only relevant when making sales. Now, customers themselves are your sales pros. Help them by:
-> Offering relevant product recommendations
Segment customers into value bands, define which products they need (or don't have, but should) and then push those products.
Seems tough? Let our Trinity Cross Sell Modeler help you.
|Wanna have a look? Email email@example.com|
-> Hooking in unfulfilled purchases
Customers, due to myriad reasons, fail to complete a purchase. Reel them back in with the help of customized cart mailers that encourage them to complete the transactions. (But, alongside, do have a look as to why they didn't complete the purchase in the first place).
-> Connecting with a product expert
Don't make customers wait for days with a token ticket to solve issues. Get them instantly connected to a product expert to solve doubts via chat or video calls.
|Say hi at firstname.lastname@example.org|
Gratitude, even in small drops, makes a huge splash. Thank the customer for every purchase done, issue raised and positive feedback. (Thank them for constructive negative feedback as well).
|Thank in Taken style|
As much as automation has increased efficiency, there is nothing that customers value more than that personal touch when interacting with an enterprise. A customer will actually feel like he or she is recognized by the business and that the service offered is specifically designed for him or her.
Personalized customer engagement through CRM solutions will ensure that customers have a delightful experience with efficient service delivery and quality product offerings.