Managing the customer journey
Managing the customer journey strategy for your brand in 2020 has become a challenge with all of today's online noise, it's hard enough getting someone's attention. Transforming that attention into a long-term customer relationship can feel near impossible - especially when you're operating at scale.
"Experiences are more important than products now. In fact, experiences are products."
Just as in real life, a customer's experience with your brand is all about the journey - but the only way to bring that journey to life in a reliable, repeatable way is through data or interaction across touch points online or offline.
Customers are omni-channel and interact compare and transact with brands through multiple channels and their behavior across all channels is different be it for marketing Campaigns via email, SMS etc, Web Interactions, Retail POS transactions, Engagement & Loyalty or Social Media. The mapping of the consumer journey strategy helps manage the entire funnel
To improve efficiency across the funnel, one requires deep insights on the customer. The best way to collect information about your customer, is to listen to your customer across all touch-points starting with prospecting.
Nurture prospects and repeat customers with well-targeted content strategy, leading to an increase in responses and conversions. Create strong channels for communication beyond email, organically grow your network and increase coverage and effectiveness. The brand communications like newsletters and company updates are vital. Create Superior Customer Experience by showcasing premium and exclusive content say videos, white papers, articles etc.
Increase Conversions: Manage the leads effectively and derive lead intelligence / lead generation conversations and interactions on the web, e mail and chat.
Campaign optimization: Engage and convert the audience through meaningful interactions across e mail, social , chats and forms.
Strengthen Brand Reputation: Increase brand awareness and reputation through channel optimization, responses and sentiment analysis. Converse with the prospects and customers on a one to one basis and mange resentments if any offline.
Retain existing book of business:
If your consumers are willing to spend time engaging with your brand they are becoming loyal. Always give them the same courtesy back and constantly engage. Engagement breed's positive connections and the more you interact in a positive way, the more loyal your customers become.
These engagements and interactions then create relationships. Engaging is so important and when you focus on the consumer you turn into more than a company and create a bond with them. Customers in a relationship will be more loyal and will decide whether to recommend you or return to you. Build up a good relationship in your interactions and turn them into a completely loyal customer.
Engaging your customers and generating revenue from this book is crucial for any business.
Your loyal customer can help you with:
1.Generate additional revenue
2.Measure customer satisfaction
How are you managing the customer journey strategy for your brand in 2020 ?