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To be successful in business means keeping up with the trends and the constantly evolving market. With the dawn of a new age of consumerism, it may be time to re-evaluate how you sell and engage with your customers.
You see, for the modern consumer, buying is now a 3-dimensional decision. According to Hubspot, they don’t just consider what you’re selling, but also how you’re selling it and what support you can offer after you have made your sale. Their experience with your business, then, becomes an added factor to their buying decision.
With this shift in consumer narrative, businesses are scrambling to rethink their customer experience strategies–and so should you.
Customer experience is not just a buzzword in the marketplace. Rather, customer experience is the new brand. Long gone are the days when your business hung solely from the merit of your product. Now, to build loyalty to your brand, you need to create unique customer experiences that will set you apart from the competition.
Customer Relationship Management (CRM) solutions already make it easy for you by improving customer retention. At the core of CRM programs is the need to smoothen your processes so that you can tell a better story to your customers. This then makes it a perfect jump-off point for
Customer Experience Management software solutions.
Put simply, a Customer Experience Technology solution is a cloud-based system designed to measure and improve your customers’ experience with your company.
With customer experience as the umbrella that encompasses both customer service and customer care, a CX system can tie together all the loose ends in your company’s engagement model. These aim to not just engage, but also delight consumers enough to keep them loyal to your business.
With the availability of CRM with social media helping you engage with customers on a platform that they mostly frequent, the CX technology is certainly off to a good start. But what does the future hold for businesses that want to maximize customer experience in today’s digital age? Let’s explore in the next section.
To thrive in the market’s modern landscape, you need to harness the tools available to you, including a CX system. Here are three ways modern CX tools can help you and your business.
1.It can help you understand your customer’s behavior.
Providing good customer experience is today’s bedrock for a successful business. With CX technology, you can gain more insight into your customer’s behavior–what motivates them to buy and maintain loyalty to your brand.
By monitoring your customers’ purchasing behavior, CX solutions then is a great analytics solution that will help you shape the narrative of your buyer’s journey.
Let’s give an example here. Say you are a retail online store and you want to drive better recognition and higher sales. CX technology will help you analyze the general behavior of your past customers so you can tailor your campaigns based on these. With its information, you might center your promotions on social media by investing in banner ads that target your market.
2.You can foster a customer-centric culture.
Let’s face it, your consumers need to feel valued. As long as you can show them that they are your top priority, you remain relevant to them. This is the consumer-centric model that business owners need to shape their strategies around.
This is an end-to-end culture that more and more businesses are recognizing these days. Right at the conception of your product, you should think about what’s best for your customer. Even as you launch it and market it, they should still be top of mind. It sounds like a lot of work, right?
CX technology, in partnership with a reliable CRM tool, can pave the way for success for your business without you having to do all the manual work. With these two hand-in-hand, you not only enjoy efficient processes within your team but you will also be able to extend your efforts beyond good customer service too.
3.You can launch an omnichannel experience.
As technology progresses, the more options business owners have in reaching their customers. Traditionally, the practice is to launch separate experiences–on mobile desktop, and other channels. But with CX technology, you can easily design a holistic approach that can reach your customers at the most convenient channel.
With technology at the helm of new market changes, there is still much to be discovered and explored. However, one steady trend seems to point to a consumer-centric approach. This is where a CRM program tied together with solid business analytics platform can help you. Not only will it serve as a catalyst in providing better service and engagement, but it can assist in customer experience management as well.
