Posts

5 REASONS WHY CUSTOMER DATA IS IMPORTANT

/2 Comments/in /by

Introduction

Customer experience (CX) has fast become a top priority for businesses and 2021 will be no different. Customers no longer base their loyalty on price or product. Instead, they stay loyal to companies due to the experience they receive. If you cannot keep up with their increasing demands, your customers will leave you.

Customer experience is your customers’ perception of how your company treats them. These perceptions affect their behaviours and build memories and feelings to drive their loyalty. In other words – if they like you and continue to like you, they are going to do business with you for a long time and recommend you to others.

Improving Customer Experience through Customer Data

For your customers to like you, you need to get to know them. You need to invest in the long-term relationship (also known as relationship marketing) because you can deliver a personalized experience across the entire customer journey when you understand who they are. Gaining this in-depth knowledge about customers isn’t something that just happens. You need to collect customer data and bring out valuable insights from that data with speed and precision.

Using both active and passive data to better gauge your customer and their journey is imperative to creating the optimal customer experience (CX) experience. Companies must collect, analyse, understand — and most importantly use — customer data to learn how to make CX better.

customer data

customer data

Why customer data is important

  1. It Allows You to Get Personal:

Customers today don’t just want to spend money. They want personalized service, an interaction that is personalized to save them time, recognizes their interests or preferences, and one that does those things seamlessly, without them even realizing it.

  1. It Shows You What’s Working — And What’s Not:

From the customer data collected, you can easily identify what your customers want, how your products and services are performing in the market, who your largest customers are, and where they come from. This can inform any strategic business decision you have to make.

Read more about what your customers deserve: https://csmng.org/customer-service-experience/

  1. It Helps You Respond Faster:

Today’s market is moving faster than ever, and your customers are using their voices faster, as well. Within moments of a negative experience, they can hop onto social media and spread the news. The only way to arm yourself in such a market is to use analytics to speed up your response time, and proactively fix CX issues before they start.

  1. It Helps You Succeed — But Only If You Use It:

Today’s biggest pitfall is to get so focused on collecting data that you never actually use it. The beauty of data is not just in what it tells you, it’s in what decisions you make based on those insights. Successful companies will focus more on the end-game than on the data acquisition.

  1. Customer-Centric Data Analytics Helps Brands Prioritize & Act on Issues Based on Revenue Impact:

companies often overspend on efforts to attract or delight customers, which typically cost more than say, improving retention rates or taking advantage of upselling and cross-selling opportunities. Big data allows organizations to connect what customers say to what they do, analyse the most significant performance of satisfied, neutral, and dissatisfied customers to identify what factors into a good or bad experience.

If you want to succeed in today’s market, 1) embrace data and 2) follow where it leads you. Remember: your customers are on the journey right along with you.

CUSTOMER SERVICE EXPERIENCE – 5 Things Your Customers Deserve

/4 Comments/in /by

Think about this: Amazon, Uber, Zoom, and Tesla Motors, what do these brands have in common? They were each, not the first to do what they do, but they did the consumers’ job better than their competitors. And, they consistently give their customers the best service experience they deserve.

They are all disruptors. Walmart disrupted local retail businesses when they came into a community. Uber disrupted the taxi-cab industry. Amazon disrupted the entire retail world, Zoom disrupted physical meetings and office space. And, Tesla disrupted the automobile industry.

So, are you starting in a career or business and it looks like there is nothing new to do? Like everything that could be done has already been done? There is yet a way to disrupt your market. Make an exceptional customer experience your brand identity. Customer service is often overlooked in companies, and, this could be a big opportunity to differentiate your business and attract and retain loyal customers.

For The Best Customer Service Experience, Do These:

  1. Know Your Customers – Who is your ideal customer? What does your customer need? How can you meet that need? Do your research and analyze your target audience. Beyond the service, you want to provide, know enough about them to become a part of their lives.
  2. Design a customer-centered service experience – Your customers are at the centre of all you do, not you. Alongside the product or service you are offering, deliberately put your customers at the centre of your activities by designing a customized service experience. Therefore, if you know them as explained above, this should not be difficult to do.
  3. Respond quickly to every customer inquiry or comment – Know when to read the script and when to use your humanity. Do not ever keep your customers waiting. Never!
  4. Stay in Touch – Adequate use of social media will give you top-of-the-mind awareness with your customers. Be conveniently accessible to your customers and stay in touch. Social media is an extension of brand marketing for you, therefore, use it sufficiently. Something as simple as a good CRM (Customer Relationship Management) program can help you keep track of your customers, what they have bought in the past and any issues they have had.
  5. Celebrate them – Give a human touch to your brand by interacting with your customers’ experiences and achievements. Celebrate their moments with them, and, thank them for patronizing you.

In conclusion, let them know that you are not just after their money, you sincerely want to make their lives easier. 93% of customers are liekly to make repeat purchases with companies who offer excellent customer service.

Why Your Customer Experience Must Include Empathy

/0 Comments/in , /by

Empathy is our ability to see the world through other people’s eyes. The crucial first stage of the design Read more

Build a customer experience strategy that fulfils customer experience

/0 Comments/in , , /by

So we start by saying, examine Business mission, vision & processes properly build a customer experience strategy that fulfils customer

Read more