We know you’ve been hearing A LOT about the vital importance of customer data and using it to maximize your CX and customer journey; in fact, you’ve probably heard so much about it that you could find yourself stuck at a point of trying to determine the path between where you are now and where you know you need to go.Keeping up with all of the innovations and advice on creating a seamless, sensational customer journey can be somewhat daunting. Having a road map that points you on the right road with some clear, implementable insights can maximize your CX efforts, and help you optimize and influence the end-to-end journey of your customer.
With this in mind, here’s four solid fundamentals to begin working on now:
Creating one unified view of the customer is essential, and best-in-class organizations start building their customer journey optimization process by building a fully dimensional view of their customer through data insights.
By building a single, comprehensive customer view, you are better able to understand how the purchases, screen times, interactions, and behaviors of your customers will drive future actions. You can therefore target them more effectively with the most appropriate messages at the most optimum time. This insight helps sales and marketing teams partner together and produce more resilient strategies and effective campaigns, boosts the quality of every engagement, and helps you craft relevant content that resonates with the customer agenda.
Once this 360 view has been designed, it’s crucial that it is shared across all your business stakeholders, so they not only understand the customer, they also know their role in optimizing the customer journey.
Additionally, by implementing artificial intelligence (AI) technologies and utilizing prescriptive analytics, organizations now have the ability to cut through copious amounts of raw data generated every day – from corporate information, social media, shopping cart behaviors, research trends and influencer opinions to build a holistic knowledge of the customer.
Turn Data Insights into Data Actions
Just collecting or having customer data itself isn’t useful; it’s what you ultimately can do with it.
Emerging capabilities in data analytics, data modeling, and artificial intelligence are now empowering your customer insights by interpreting data and directing action, which can fundamentally disrupt and improve the way you engage your clients.
So how does empowering your data to improve the customer journey? Here are just three basic, daily routine examples:
Lead generation – Gaining an understanding of experiential factors from a ‘tire-kickers’ data provides your sales team with significantly more targeted and accurate sets of measures and triggers that can be used to perfect lead generation and sales execution.
Demos – Having the right insights at the right time can make all the difference in a demo, augment sales calls, or hold the attention of everyone on the Zoom call by demonstrating you know what they want and how to get them there.
Boost Cold Call Opportunities – Utilizing an insight trigger such as a news story about a customer or knowing about a change up in their product line can be the catalyst that makes a target client receptive to a call from your sales team that illustrates at just the right time how you can solve their pain points during a time of transition. Know more about Optimize the Customer Journey please visit our blog : https://www.groupfio.com/4-proven-ways-to-optimize-the-customer-journey/
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