Here are 7 tips for implementing a more Omni-channel, multi-device perspective:
1. Walk in Your Customers’ Shoes
Regularly review the experience your customers go through in order to research, purchase, and connect with your products. Test the experience by placing orders, interacting via all available channels and more.
2. Measure Everything
Strive to balance the use of customer data to inform content relevancy with the use of consumer insights to ensure that the relevancy is coupled with a sense of discovery and inspiration.
3. Segment Your Audience
Using marketing automation, you can capture this information to build very rich profiles about your customers and the customer journey.
4. Develop Content/Messaging that Addresses Use Cases and Behaviors
If a customer has previously engaged or purchased your product, you probably want to consider that in your marketing. If a customer has put something into a cart but hasn’t yet purchased, use your content to reference that intent.
5. Don’t Limit Use Cases to Marketing/Sales
Consider how listening and responding can help your support team, product team, merchandising teams, and even your customer service efforts.
6. “Listen and Respond” on Preferred Channels/Devices
Increasingly, people use multiple devices during a single transactional process. Make sure that you are able to listen and respond to these interactions.
7. Start Today!
There’s too much at stake in your business to delay taking that first step any longer. Consumers may be ahead of many marketers now, but this soon won’t be the case.
247CSR is managed by American professionals with high-quality standards. Our client base consists of a wide range of international companies that are specializing in various industries. It is our mission to provide high-quality customer support services around the clock at a low cost. Contact us today!
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