You’re in the customer experience business.
Hopefully you’re gathering so much data about your visitors and using it to give your customers more of what they want, and less of what they don’t.
With the technology available today you shouldn’t make the mistake of pursuing a universal approach across channels when adjustments are necessary based on the behavior indicated on each platform or device.
A truly effective omni-channel marketing strategy identifies each individual and where they are in the buying cycle regardless of device or channel..
Stay abreast of the necessary tools to squeeze insights from your 1st party data.
The temptation to bolster lead numbers and deliver increased scale to campaigns may have you considering 2nd and 3rd party data but you’ve been around long enough to know they don’t always deliver the precision and outcomes they promise.
Your 1st-Party data is your acres of diamonds don’t trip over it looking for fool’s gold.
Explore ways you can do more with your 1st-party data.
These people are your closest path to profit and the most cost-effective. They’ve already experienced your value.
Want to give great customer experiences?
Identify your customers in real time and make sure that a return site visitor is greeted by the information and content you know them to be most interested in.
Leverage your 1st-Party and tailor your approach to individual customers across channels. 7 ways to create a customer experience strategy 1. Create a clear customer experience vision – Make sure every team member lives it. 2. Understand your customers – be able to connect and empathize with the situations that your customers face. 3. Connect emotionally with your customers – According to the Harvard Business Review A business that optimizes for an emotional connection outperforms competitors by 85% in sales growth. 4. Get feedback from customers in real time – tie customer feedback to a specific customer support agent, 5. Stress team quality – schedule and track your team’s development through coaching, eLearning and
group training. 6. Act upon regular employee feedback – use tools that allow team members to share ideas on how to improve the customer experience and for managers to see how staff is feeling towards the business. 7. Measure the ROI from delivering great customer experience – Find out if customers are willing to recommend you to family and friends. That’s speaks volumes about their experience.