The term customer experience has become a bit of a buzz phrase in recent years and rightfully so. Today’s consumers expect the businesses they interact with to deliver great experiences every time they interact or do business together.
With this in mind, 2017 is already shaping up to be the year of customer experience. The focus of efforts in business-to-business and business-to-consumer spaces are now on using new technologies and tactics to create highly personalised experiences for customers.
What most business don’t know is that this doesn’t necessarily mean buying into every gimmick out there that promises an improved customer experience. All you need to do is use your customer relationship management (CRM) system effectively.
A good CRM software solution should support your drive to improve your customer’s experience by enabling you to do the following:
Keep in touch
The best way to build relationships with your customers and improve the experiences they have with your business or brand is through ongoing and meaningful communication. Are you using your CRM software to keep in touch? If not, you are missing out on an opportunity.
CRM already offers you a large customer database all you have to do is reach out to them. Keep in touch by updating customers with your company’s news, offers, campaigns and other initiatives. If you really want to enhance your customers’ experience you can personalise your communications by segmenting your audiences and sending the right message to the right people. This way you are touching base, building on relationships and being of value by offering useful information to your customers.
A CRM solution is a multi-faceted platform where all things crucial to customer relationship development and retention are stored. Without the support of a CRM solution, business relationships look and function dramatically differently.rehabilitation.
Remain attentive to customer needs
If you want to know what your customers think of your products and services and how you can improve their experience you simply have to ask. Social media has opened up new opportunities for open and interactive communications between consumers and businesses that did not exist before.
Today customers are always ready to share their opinions and ideas with the businesses and brands they interact with and you can insert yourself into this conversation through your CRM system. Make use of your email marketing CRM feature to reach out to your customers with a quick survey and then use that information to meet their needs.
Look out for Part 2 of our post on how a traditional CRM solution can help you prepare for the year of customer experience.