Imagine doing all of your shopping from home, and when you do have to go into a store there is a personalized shopper ready to wait on you, and somehow all of this is given to you at no added cost. As unbelievable as this may seem, it is already beginning to be brought to stores around the country. The future of retailing is being disrupted by the increasing need for a fast, easy, and personalized shopping experience. Retailers are able to communicate with customers through several channels, increasing the number of opportunities to generate a sale. Many retailers will need to completely change their strategy in order to adapt to this new structure.
Read the full article at hbr.org
Hotels are continually introducing high-tech amenities to further improve their guests’ experiences. Innovative apps for iPhones, tablets, and androids are popping up in both major chains and boutique hotels. Services such as mobile check in make the stay more convenient. Guests now expect to be able to communicate with the hotel at all times during their stay; the hotels that do not adapt to this change will not be able to compete in this evolving technological industry.
Read the full article at forbes.com
Companies must adapt to the increasing presence of technology in society. Customers expect more from the companies they interact with, and so these companies are essentially required to change their practices to fit these consumer expectations. This increased Internet integration is giving more power to consumers, leading companies to rely more heavily on satisfying consumer demands. In order to keep customers happy, companies need to listen to their preferences and demands. This concept can be applied to essentially all industries in which consumer interaction is necessary.
Read the full article at wsj.com
Communication is the key to effectively interacting with customers. Whether it is the direct employee-customer interaction, or larger interactions within the company, each communicative experience can enhance the customer experience through better understanding of each person’s individual needs. However, while customers want personalized customer service, they also tend to prefer self-service. Companies now need to find ways for the customers to selectively reach the employees. Creating networks both within the company and between employees and customers can greatly improve the customer experience.
Read the full article at forbes.com
A brand’s customer interactions have become almost as important as the product itself. It may change consumers purchasing decisions if they switch their focus from not only reviews of a product, but also reviews of a company’s overall customer service practices. Knowing the service tendencies of a company may change a consumer’s opinion of the product, and prevent them from buying it. Customers tend to be more loyal to brands that provide hassle-free customer service interactions.
Read the full article at nytimes.com
Customer Service is often a reaction to an unfavorable experience. By anticipating customer problems and responding to them before they happen, customer service can go from reactive to proactive. This change towards increased customer attention will aid in improving the overall customer experience. Understanding your customer through trend analysis can be another vital aspect of service. It helps a company listen to the customers’ adapting needs, giving them the ability to address them accordingly.
Read the full article at linkedin.com
In both the B2B and B2C space, companies can benefit greatly from efficient customer loyalty strategies. In fact on average, loyal customers are worth up to 10 times as much as their initial purchase. Chuck Cohn says, in order to increase the likelihood that your company sees, and benefits from, this repeat business, consider implementing these three measures:
1. Develop a positive feedback loop
• One of the best ways to encourage customer loyalty is develop a positive end-to-end user experience that makes your consumers return again and again.
2. Listen to and respect customer feedback
• Aim to provide a forum or other means of communication between you and your current and future customers.
3. Utilize data and metrics to analyze and encourage loyalty
• Utilize technology platforms to track consumer information, including how, when, and what they buy.
Read the full article at forbes.com.
In this post Paul Greenberg defines CRM, customer engagement, and customer experience in an attempt to clarify the difference between them. Although they are all paramount concerns for business strategy it is important to understand the differences between each and grasp how they can enhance each other. Greenberg says that although these terms are often used interchangeably and are related, they are different in meaning. Check out the rest of the article to see where the differences in these terms/strategies exist, but how although different they can be used to support and strengthen each other.
Read the full article at zdnet.com.
CRM products and software can help solve customer engagement issues/difficulties in one or more areas. As technology advances CRM tools and strategies play an increasingly important role in the success of all organizations today. In fact when used efficiently these tools and strategies can help companies find, catch, and retain customers. In this post Brent Leary talks about the different ways CRM can be used to enhance customer engagement. Customers and prospects alike transmit thousands of digital signals via tweets, comments and reviews each day; explaining what is important to them. It is crucial to collect these signals and find meaningful insights from them. CRM tools can use these insights to strategically send personalized content, based on different kinds of data (demographics, firmographics, and buying habits), at the right time and create a consistent experience across sales channels.
Read the full article at searchcrm.techtarget.com.
The growth of mobile technology and the use of smartphones/tablets can be leveraged by companies to provide excellent customer service. Mobile devices can be used to improve productivity, enhance the ability to communicate, and reduce operational costs. More importantly than saving your company money on costs, these devices can be used to dramatically improve customer experience. Mobile technology and devices can help:
– Create faster, more efficient processes
– Offer Real-time communication and GPS
– Improve customer experience on site
– Access important information on the job
Read the full article at business2community.com.