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.
Omni channel marketing requires, multiple marketing channels constantly working together; to create and deliver an amazing, seamless user experience. The fact is, if channels don’t work together it is not omnichannel. According to Google, 25% of shoppers start on a PC but eventually move to a mobile device. Consumers no longer use one channel to research, shop, and buy. They may research the product or service online via mobile device, tablet, desktop, or all of the above. Even in the B2B space, companies are researching products, services, and people behind the brands; using multiple channels/devices. Consumers have the ability to jump from a smartphone, to a tablet, then to a laptop within minutes; and expect brands to design a user experience that is personal, relevant, and seamless across all devices.
Read the full article at business2community.com.
Too often, customer service is indifferent, incompetent, or both.
Although recent statistics and surveys indicate that consumers are less likely to be irritated by customer service than they were in past years, many companies today are simply awful at resolving customer service problems, says Scott Broetzmann (President of Customer Care Measurement & Consulting). Broetzmann also says customers spend valuable time and invest considerable effort, yet get little in return. In this post Brad Tuttle lists the practices and behaviors that get customers most annoyed when it comes to customer service; his list includes:
• 75% of people say they’re “highly annoyed” when they can’t get a live person on the phone to help with their problem.
• 75% are highly frustrated by rude or condescending responses/employees.
• 74% of people have been disconnected when placing calls to customer service lines.
• 70% of people have been transferred to a different customer service agent – who also can’t help or is just plain wrong.
• 68% of people have found that companies do not make it easy to find customer service phone numbers, contacts, etc.
• Two-thirds of consumers have experienced long wait times, phone trees that require callers to press multiple buttons, and require the person to repeat personal information over and over again.
Read the full article at time.com.
Although many have said that advancing technologies will be the death of bank branches, these predictions have little bearing on reality. Just as the rise of new technology has threatened the bank branch in the past few years, it also holds the key to their continued relevance. By implementing the right solutions a bank can ensure that its branches are cost-effective, and play a role in offering excellent customer experience. In this post FirstPost discusses the current challenges faced by banks in managing their branch networks, and outlines the best ways to transform them. In the past, the branch was the fulcrum of the bank’s relationship with its customers, but now with the rise of mobile and online banking, bank branches need to play a complementary role in an omni-channel strategy. FirstPost goes on to write how the branch needs to support other channels where appropriate, and deploy its unique asset of face-to-face contact at every opportunity. Enterprise mobility technology, is enabling branches to move away from transaction processing centers and toward value-adding sales and advisory channels. Tellers behind glass barriers are being transformed into roving sales people equipped with tablets, allowing more customer information to be captured by the bank and providing a more interactive customer experience. As fewer people visit branches, banks need to ensure that they extract maximum revenue from every visit. Branches need to move away from passive transaction processing activities and toward high-value sales, marketing, and relationship building.
Read the full article at firstpost.com.
Otto Hektor says marketing teams must reach consumers across every channel, on all the devices they use, and wherever they are. Furthermore, marketers must make sure the messaging on every channel reflects the true core of the brand, and that each execution adheres to brand guidelines: in look, feel, and tone. The key according to Hektor, is delivering a relevant experience on each channel, and in each moment. Being truly relevant in omnichannel means, giving consumers the ability to choose whatever channels they want to interact with – through the places and devices they use – and delivering a convenient experience, that resonates with whatever is happening at that moment. Providing a seamless omnichannel experience, that is not predictable/boring to the consumer, means becoming comfortable with bringing different executions of the same idea to different touch points. Hektor suggests that companies:
• Reveal their personality: brands with true personality enrich consumers’ lives through experiences that are fresh, engaging, and in the moment.
• Make a scene: encourage consumers to download apps and use other devices to enhance interactions, giving customers a reason to explore the brand’s product/service offerings.
• Curate and connect: notice trends taking place in the industry, an example is: consumers are increasingly communicating through pictures, not words, utilizing likes and offerings such as “Like2buy”
• Deliver surprise: because the goal isn’t to deliver static, predictable experiences, the goal is to tap into the variety surprise, and wonder of everyday life.
Read the full article at imediaconnection.com.
When customers expect immediate responses, high level services, and 60% of brands are finding it difficult to please their customers, there is a need for a company like Satisfi to offer real time customer service solutions. Our platform, assists companies in creating a smooth, unified customer experience; across multiple communication channels. Check out the slideshow by Dennis McCafferty to see how customer expectations are pressuring companies, and why there is a need for the platforms Satisfi offers.
See full slideshow at baselinemag.com.
Everyday it is becoming increasingly more critical for brands to meet consumer expectations, across multiple touch points, and serve their ever changing needs: preferences, and in-store behaviors. In this post Devika Girish talks about how personalization has evolved from a nice-to-have retail strategy, to a must-do mandate; that may be more effective at attracting customers than price-cutting. Consumers today, are actively seeking out brands that not only are authentic and act on their promises, but also offer genuine value adding services. According to a recent Adobe survey, 71% of consumers reported that they like receiving personalized offers, but 20% said these offers are not well done, and another 20% felt that today’s personalization strategies are becoming too intrusive. Girish goes on to list the most common consumer touch points (including physical and digital elements, as well as points involving both technology and people) to help get a better picture of personalization from an in-store perspective; her list includes:
1. Mobile Apps: Engage customers with interactive content: personalized product recommendations, and push notifications based on in-store location and behavior.
2. Sales Associates
3. In-Store Marketing: By having an in-store intelligence platform in place (beacons), retailers can turn rich customer data into actionable information; by identifying in-store patterns that can help promote sales
4. Customer Loyalty Program: Intertwine technological tools with engaging loyalty programs that meet the everyday needs/preferences of consumers.
5. Targeted Marketing Campaigns: Personalization based on information that retailers gather from various channels and in-store, such as: visit frequencies, dwell times, past purchases, and so on.
Read the full article at linkedin.com.
Today’s consumers are hyper-connected, want to conduct business on their terms, and interact with companies across many different channels. In order to meet these expectations it is critical for brands to understand all consumer preferences, and in-store behaviors. In this post Devika Girish describes how ecommerce has shown us that communication with customers must be timely, relevant, and personalized; in order to enhance customer loyalty and engagement. According to a recent survey by Accenture, nearly 60% of U.S consumers agreed that they want a more personalized shopping experience, with real-time promotions/offers. Check out the rest of the post to see how to implement a successful in-store personalization strategy and boost sales.
Read the full article at blog.beaconstac.com.
According to Dimension Data, 74% of businesses are eager to differentiate themselves based on customer experience. In order to accomplish this companies must consider what kind of experiences their consumers desire. In this article Elias Parker talks about how, whether we admit it or not, today’s customer experience is all about omnichannel. Although omnichannel is a relatively straightforward concept, implementing it is decidedly less so, because an omnichannel experience is not just about having multiple channels. It’s about making sure those channels all work together. Parker says that customer service managers must ensure that service channels are connected, integrated, and consistent. Unfortunately, 80% of companies haven’t integrated their communication across channels, which means there is a massive disconnect between supply and demand for ominichannel experiences. Check out the rest of the article for the 5 questions, Parker says you must ask yourselves to ensure you are getting the most out of your customer service channels.
Read the full article at business2community.com.