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Have you ever switched to a different cafe for the morning because the service in your usual place was not adequate? Or have you decided not to buy an item you needed when shopping online because the website was moving at a snail’s pace? We are all guilty of it. As consumers, we are becoming more and more disloyal, so it makes sense that your customers are too.
Every customer is different, and you need to be able to personalize every interaction you have with your company – the days of one-size-fits-all are long gone. But before you move on, you need to have the tools in place to create a 360-degree view of your customers in order to truly enrich and enhance their experience.
In retail, for example, you can’t ignore the ongoing unifying of online and in-store experiences. The alignment of these two elements can be extremely powerful when done right, creating the best personalized shopping journey as customers browse and shop. Giving customers the freedom to shop online and pick up at your local store is just one way to create a great retail experience.
This is your opportunity to truly win the hearts and minds of customers, and create lasting loyalty. Customers want to engage with the brands they love, so providing a platform that enables this is one way to ensure they keep coming back.
Besides, customers also want brands to be one step ahead of predicting their needs rather than meeting them when needed. Analyzing purchase data and customer service interactions, for example, is one way to discover important information. Technologies like AI are revolutionizing this process by automating analysis and generating insightful and valuable information on trends and behaviors. This data can be used to inspire personalized offers or product suggestions, giving brands the edge while captivating customers with intuitive service.
This provides an understanding of customer trends and behaviors at the regional level that enables companies to strategically plan and optimize their operations. This could include managing stock levels effectively and reducing disappointment in the checkout process, ultimately helping to maximize sales.
You will only have a complete view of your customer if there is a truly collaborative way of working within your business. As Mirko Gropp, the Head of Global Digital Sales Transformation at Telstra, stated in our report, this kind of approach requires “profound changes in a company’s operating model.” By working closely with IT to implement the right technologies, you will be able to provide your customers with the enhanced experience they demand.
Meeting face to face with your team and sharing goals and objectives for a particular client will help ensure client success.
Additionally, teamwork should be a mantra that runs across the business as organizations rush to embark on their own digital transformation journeys or achieve compliance. There is a natural aversion to change that needs to be addressed to ensure that teams and departments understand why they need to use the new systems, rather than stick to the “old ways” of doing business. When they understand how new technology will help them get their jobs done, they are more likely to get on board.
And with the new systems in place, it is easier for companies to learn and understand what customers want and need, before they even know themselves. When that happens, companies can offer consumers the perfect option for them, and keep customers delighted and coming back for more.