Winning the customer’s heart, so that he decides quickly and looks no further.
What makes Customer Experience Strategies successful
One truth for all
Customer management works very differently today. For ten years, “digital natives” have dominated the working world. This has changed expectations for shopping. In the era of Amazon and Co, B2C and even B2B customers expect much greater comfort, including individualized shopping and service experiences. It is possible to achieve this by offering a consistent customer experience at all times and everywhere across all touchpoints.
But what does the customer need at the point of sale, in the online shop, in the call center, and in the sales negotiation? A successful customer experience assumes clear, consistent, and up-to-date information. This is why data silos must be broken up, all channels and processes linked to one another, and touchpoints combined centrally.
Each customer journey is unique today. Therefore, the question is how companies can address erratic customer behavior. Three aspects are especially important here.
The three big “Es” of Customer Experience
Perfect Customer Moments in the Digital Age
Winning the Customer’s Heart
Someone who selects a product has usually reached this decision via a particular path. Normally, a buyer does not decide spontaneously, but rather compares his needs to a multitude of offers. Therefore, it’s more important than ever to detect and monitor trends early in order to remain in lockstep with the customer’s interests, which makes personalized offerings and individual customer experiences more important than ever.
The perfect Customer Experience
The perfect customer experience requires more than just a user-friendly design in the online shop and in apps. It’s important to take things a step further. Required are integrated systems that analyze in advance which offers are relevant when and for whom. Customers should be able to order the product with just a few clicks and find precisely the products that fulfill their needs. Here, new technologies such as interaction via chatbot, search via language input, and KI-based personalization can help.
The RIGHT offer at the RIGHT time
Only someone who is familiar with his customers’ behavior knows their needs – and the right time for the right offer, which is why it’s important to network all customer-related data and create continuous processes. The basis for this is a “customer experience” management platform, which makes relevant content available at the appropriate touchpoint. This is how every customer can be addressed at the right time and completely individually.
Your path to the Customer Experience of the Future
Digitally successful companies have one thing in common: they have dared to take that decisive step and actually implement their visions. Pioneering spirit pays off: people who detect trends early and draw the right conclusions will gain market share and take the step into the digital future.
Our solutions help you inspire customers. In real time. At every touchpoint.