If you want to be successful as a company, you have to offer your customers a holistic customer experience. More than ever, an all-encompassing CX is a driving factor behind every purchase decision. How do you achieve the path to a holistic customer experience (CX)? Find out now!
Today’s customers buy more than just products. They want a personalized experience to accompany their purchase decision, especially now in the digital age. Companies that can fulfill this desire have a decisive competitive advantage over those that haven’t (yet) recognized the importance of CX.
What we advocate is an integrated and consistent customer experience – across all touchpoints of the customer journey. What does it take to achieve that?
1. Data-Driven Marketing
2. Sales CRM (customer relationship management)
3. Service CRM
In other words, the goal must be to focus all company activities on the needs of your customers (360-degree customer view) and to transform their expectations into a holistically satisfying experience.
Having the right message present on the right channel at the right time. Personalized content, individual offers, and product recommendations must reach users or customers exactly where they are. In today’s age, this preferably happens online.
Depending on the stage a user is currently in, a distinction is made between:
The “journey” is about covering the entire customer experience from the first point of contact with the company to the purchase and beyond.
For many companies, the first step to a state-of-the-art customer experience is to break down inefficient silo structures. Data silos are repositories of data that only certain departments have access to at any given time. These data are often stored in different places within the company – both as paper files and digitally. As a result, important customer data is lost – and with it the opportunity to create a holistic CX.
The solution to this data fiasco is marketing automation. It involves reconnecting existing isolated data and linking previously separate touchpoints together to create a unified customer profile. This results in personalized and automated communication with customers as well as efficient data management.
Those who manage customer data centrally and rely on automated or data-driven marketing can respond better to the needs of their customers. This ensures increased customer satisfaction and sustainable customer loyalty. A holistic and personalized customer experience is thus a deciding factor for stable, long-term growth.
Do you need some hands-on support on the journey to your holistic CX? The experts at valantic are happy to help.
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