The ability to capture and uncover relevant customer information at the right time in the customer journey can have a huge impact on long-term customer retention. Knowing how and when your customers use your product, need your services, or interact with your teams can help you better anticipate their needs and identify potential sales opportunities.
Therefore, listen carefully to what your customers tell you directly or indirectly. Every interaction should therefore be documented because it tells you something about your customer. By grouping and managing this data, you can then automatically improve the customer experience. Feedback on your offer or product and information recorded during a complaint process, for example, can be used for other process or product improvements.
The more relevant information you capture, the better. Since customers can contact your company through various channels, it makes sense to integrate a central platform that can be accessed across departments. This way, information from sales, the complaints hotline, marketing and phone database customer service can be recorded in one database and made accessible to anyone, anywhere, anytime.
The Customer 2.0
The tech-savvy customer 2.0 is exclusively digital. He begins his purchasing process online, conducts digital research, seeks feedback via social media and prefers emails to phone calls. Above all, the customer 2.0 is concerned with having a positive customer experience!
The numbers from companies also confirm this trend. A survey by Customer Management IQ states that almost 76 percent of customer management executives surveyed believe that customer experience is a high priority for their business.
So what do you need to do to offer your customers an exceptional experience - in addition to high-quality products and services, of course? You need to be proactive! That means you need to meet the current and future needs of your customers. To do this, you need to put yourself in your customers' shoes and accompany them on their customer journey in a professional, authentic and proactive way.