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I recently had the opportunity to be in “Digitize your customer experience“Held On-demand traction.
My theme focuses on the customer charm in the current digital hybrid world, “Effective, Efficient, and Experience: Building Lasting Customer Loyalty”.
After my speech, the Traction on Demand team summarized the main points in an eloquent manner, Useful articles. I want to share with you here…
5 steps to build brand loyalty in 2021
For anyone working in a customer-facing role or customer service organization, the golden rule is “the customer is always right.” Our job is to make customers feel valued through personalized experiences and thoughtful touch points in the customer journey. As the world begins to reopen in this post-pandemic era, companies have the opportunity to connect and build relationships with customers in unprecedented ways. To this end, they must adapt and explore innovative new solutions.
1. Create an instant, relevant and convenient customer journey
It is important to first understand the experience your customers expect, and then reverse-implement the technology to achieve this result. Brian Solis, a world-renowned digital anthropologist and futurist, 8x best-selling author and Salesforce global innovative evangelist, he puts it best:
“Once you feel a truly personalized experience, it will become the new standard of participation. You and other customers like you, don’t go back.”
In view of the transition to digitalization in the past few years, especially in the context of a pandemic, customers’ expectations for digitalization have increased. As customers, our decision-making process has changed forever. We want things to be immediate, relevant and convenient, and we seek consistency at every stage of the customer journey.
Once your audience becomes real-time, digital-first customers, retention becomes extremely important.
2. Accelerate the digital experience
For organizations, this can be an exciting opportunity to inject new creativity into their daily lives, forcing them to think about their methods around continuous digital transformation and evolution. As Brian pointed out, “88% of customers want companies to accelerate their digital plans”, ultimately putting speed at the forefront of digital transformation. Our customers are constantly connected to the digital world and expect companies to evolve with changing needs. Your job is to take a proactive approach to achieve rapid innovation and increase time to value for your customers. This mentality will provide growth and innovation opportunities for solutions and products that can continue to grow to meet customer needs.
3. People-oriented, not process-centric
Every customer touchpoint is an opportunity to express empathy. By studying the customer journey, you can communicate thoughtfully with your audience and ensure that your values align with your customers’ values. Linking customer insights to company plans will help build trust, which is at the core of what we do at Traction on Demand. We strive to provide meaningful experiences and put people at the center of digital transformation. By digitizing the ability to convey emotions in the customer journey, organizations are opening the door to creating untapped value, differentiation, preferences and needs, loyalty, and greater profits.
4. Reimagine the customer journey
In the final analysis, no matter what industry, we are all engaged in relationship business. Brian shared his insights on the “aha” moment, which occurs before the inspiration for growth, change, and adaptation occurs.
“We haven’t been to this place before because we made a decision based on our past experience. The prelude is to ask different questions: What does the customer want, and in what ways does the service fail to meet expectations?
Innovation always comes from the era of disruption. Challenging your past processes or business decisions will enable you to effectively reflect on your current customer experience. When reimagining the journey, customers must be involved and kept in mind in order to provide the digital features, products and services that best meet their needs.
5. Seek customer success through Salesforce
Leverage Sales force Tools for building and maintaining customer loyalty and success will lead to greater customer support and overall satisfaction. The following tools can help enhance your digital experience from the first point of contact.
- Sales Cloud – Centralize customer information and record customer interactions to help your company operate and improve your customer service experience.
- Einstein analysis – Discover success indicators and data insights based on customer activities.
- Chatbots – Supported by AI to answer common questions, chatbots can attract customers and provide customer support through rich content.
- Field Service – Provide virtual customer support tailored to customer needs.
Using technology to meet and exceed customer expectations will provide an unmet and unknown experience, giving customers some opportunities to think and explore.
Use Salesforce to build lasting customer loyalty
If you like our 5 steps to build brand loyalty and want to create a customer-centric service roadmap, keep in touch With a member of our team. We have industry experts who are proficient in the latest technology solutions to enhance and improve your customer experience in 2021, and we can help you provide a digital experience from start to finish.