Customer experience is a driving force in brand loyalty creating engaged and active relationships with your audience that generate real results. Customers today expect brands to be proactive in terms of contact – but also focused and specific. Today’s consumers are tech-savvy, used to doing digital research and looking for information about brands on social media.
Importantly, 86% are willing to pay more for a great customer experience. So important has this become that, according to Gartner, 89% of companies now plan to compete mostly on the basis of customer experience. So, how can you use your CRM to help your brand better engage?
1. Give customers what they really want
A CRM provides key insight into what customers have already purchased, what they’re interested in and what has made them happy in the past. All of this data can be used to create relevant offers that will be attractive to customers because they are providing access to something they actually want.
2. Speed up response times
Today’s customers expect swift responses and yet many brands are still falling short on this front – average response times are more than 12 hours. With the use of readymade email templates you can use your CRM to excel at customer message response times and get ahead of the competition to provide a better service experience.
3. Find the right way to stay in touch
Every communication with a customer has an influence over whether the relationship continues. With a CRM, customers can be segmented to ensure that you’re sending out the right messages to the right people. Data within the CRM, such as past conversations and purchases, can be used to tailor contact based on the way that customers have interacted with the business in the past.
4. Compile views
From social listening through to the results of email surveys, you can use your CRM to consolidate all the data that you collect from customers sharing their views on your products or services. Not only will you better understand your customers but you can demonstrate your interest and commitment to their customer experience by asking for their opinion.
5. Personalising communication
From something as simple as using the customer’s name in emails, to integrating past interactions into current conversations, CRM data provides valuable opportunities to personalise communications to provide a better customer experience.
6. Upgrading customer service
There is nothing more likely to create a poor customer experience than losing track of inquiries or responding in the wrong way. A CRM provides reliable infrastructure for customer service, from automated acknowledgement emails to keeping track of complaints or contact.
7. Centralising data and information
As well as customer data, a CRM can provide up to date information on products, deals and contracts so that it’s always possible to provide the right offer to the right customer at the right time.
If improving customer experience is a top priority for your business this year, a sound and up to date CRM will be crucial to enabling this. Get in touch with MarketDeveloper today on +44 1784 432 082 to find out more.