3 Brilliant Strategies For Improving CX In 2022
Customers now have an array of options that pressure organisations to scale up to better levels and ensure they continuously deliver great CX, building long-term and profitable customer relationships.
Research suggests otherwise. More brands are failing to keep up with customer expectations. 59% of global customers feel that companies have lost touch with the human element of Customer Experience (CX), with global SugarCRM research finding that 56% of UK companies say their customer churn has increased in the last 12 months.
New CX trends emerged during the pandemic but they also reminded us of the value of relationships and we are increasingly seeing businesses focusing more on service-driven over sales-driven agendas. Now is the time to get ahead of your competitors on the Customer Experience(CX) front and provide a first-class customer journey.
Let’s discover three important strategies for improving your customers’ experience in 2022.
1. Using AI to create empathy in marketing strategies.
With the pandemic shifting buying behaviour to online channels, the demand for rewarding and streamlined experiences online is critical. Empathy and personalisation are crucial thanks to the advances in the tech world.
Marketers are struggling with huge amounts of customer data to interpret and make personalised and empathic interactions. We want to give a smooth, easy and smarter CX, but it’s just not possible to scale to greater heights.
63% of digital marketing leaders still struggle with personalization but only 17% use AI and machine learning across the function. Until recently more people believed that AI is only used for assumptions and predictions. In reality, AI has spread its wings to administrative and data-driven tasks and it is only getting better. – Gartner
With new tools and automated technology, AI is now replacing conventional feedback surveys to understand customer sentiment and respond in real-time with more focus on human emotions. AI can go through ample amounts of data and can help identify the next-best actions and opportunities to connect with customers and go one step further. When empathy is at the forefront of any marketing strategy, it leads to an increase in new customer generation and increased trust with existing customers.
2. Embracing a data-driven strategy
The way forward to creating experiences tailored to each customer begins with your solid experience and intuition especially if you are a data-driven marketer. Analytics can create detailed and accurate customer profiles that can help understand customer behaviour and preferences so that they can then produce predictive insights to anticipate their behaviours and identify real-time solutions and opportunities.
It is more helpful when you have clear insights into customer behaviors, needs and contextual data are crucial. 50% of leaders have revealed that up to 50% of sales leaders admit they cannot access customer data across marketing, sales and service systems, leaving customer-facing team members without a clear picture of their customers.
You can achieve the goal of knowing your customers better by integrating a CRM platform that focuses on marketing automation and data collection. Data captured must include all touchpoints and key activities, such as calls, messages, emails, inquiries, competitor mentions, website interaction and activity logging to name a few, his captured data should be logged automatically and linked to the lead, opportunity or customer account.
A refined CRM platform will also have data collection techniques that will help fill in the blind spots and this will ultimately help organisations make accurate predictions about future
campaign efforts. This process involves sales, marketing, customer success, customer service and professional services teams. Having a common platform will easily link data captured across teams and will support an integrated revenue management approach.
3. Creating a holistic customer journey
Customer journeys are more digital these days and continue to evolve. There isn’t a straightforward “One size fits all” route to follow and there’s often only one shot to make a lasting impression. Maintaining customer retention is more sensitive than ever. You can have an immediate focus on improving CX across a holistic customer journey and are more likely to succeed and retain customers with flawless support.
Your frontline support agents need to be armed with the right technology, resources and shared knowledge to diagnose and solve problems quickly. Service-driven agendas deliver consistent, personalised customer journeys both online and in-person will be the difference between long-term customer loyalty and losing the customers to the competition. Data and tech need to be part of that equation. They are integral to any modern sales and revenue management playbook.
Analytics and advanced techniques ensure AI can facilitate and contribute to forging memorable relationships with customers. The intelligent tech helps teams like yours to understand what a “Good” Customer Experience looks like and allows the sales process to repeat itself. You and your team can pave the way to brilliant and better CX with the help of advanced analytics and AI. Discover what our chatbot can do for your business and find more interesting reasons why the chatbot can be your best friend in the business. Get a chatbot today.
Source: https://www.mycustomer.com/community/blogs/james-frampton-sugarcrm/3-strategies-for-improving-cx-in-2022
