The clock is ticking, and it is finally time to review the past and plan the future. This new year will be, yet another year of changing customer needs and expectations, leaving your business striving to succeed if you don’t have the right strategy. Here are some New Year’s resolutions to look at that can help your business and improve customer relationship in 2020.
- Getting to know your customers
Many companies still do not have a clear view of their customers. A Gartner study found that fewer than 10 per cent of companies have a 360-degree view of the customer, meaning most companies do not have the tools in place to understand and predict customer behaviour.
Put data-capturing capabilities in place to organise, aggregate and forecast customer behaviour. This will allow you to interpret behaviour at the granular level, predict future behaviour and get a clear picture of the customers you are serving.
- Improve communication
Communication is at the heart of human interaction, and it can make or break a business. Being able to communicate effectively with customers can lead to increased sales, repeat business and referrals. Promise yourself that your customers will never miss or wait for the information. Engage with them on theirs prefer channels and do not bother at unappropriated time. Using positive communication is so important for them, and you as it helps to reduce negative emotions and stress. This will help your customers to feel comfortable!
- Create easy ways for your customers to offer feedback
Analytics and data give us all sorts of insights into what our customers want from our business. But sometimes… don’t you wish you could get an answer straight from your customers? When we match customer feedback to what we see in our analytics, we get a much clearer picture of what’s going on. Then we’ll know how to fix problems and go after the right opportunities. SMS Surveys are the most convenient way of getting feedback. They’re easy to set up, easy to send out, easy to analyse and scale very well.
- Driving personalised customer journey
Personally-relevant content is considered a determining factor by 78% of consumers in their purchase decisions. This means that delivering a personalised customer experience is central to any Customer Relationship strategy. Provide your customers unique, personal promo offers, on their “language” through their preferred communication channel. Make them feel unique and important through the whole customer experience journey.
- Make them feel safe and secure
With a rapidly increasing number of transactions moving online and a proliferation of mobile app downloads needing to be legitimised, it is critical for your business that you take active steps to secure your confidential user data and transactions. 2FA is a ubiquitous way to achieve this. 2FA allows you to secure your transactions and verify new customers immediately.
Much like personal resolutions, your customer-experience resolutions need to be a top priority year-round to be successful, so with the New Year start implement this top 5, results will be amazing, we promise!
Mitto’s communication solutions can help you to improve your customer relationship and to build a strong and trustworthy communication strategy for 2020. Contact our CPaaS consultants at info@mitto.ch
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