Misconception about real time customer experience: Learn to do it the right way…
To truly “do” real-time properly, you need to be able to listen to real-time signals from your customers, understand what these signals mean in the larger context of their relationship with you, and then identify and execute the right action to meet these needs.
It’s time for marketers to adapt. Whether adapting externally to customers’ unpredictable behavior or internally within a brand’s organization, the time has come for traditional marketers to become Adaptive Marketers—agile customer experience enthusiasts who take a customer centric approach to marketing instead of a channel-centric approach.
Adaptive Marketers focus on optimizing the context, speed and state of each customer relationship instead of each channel. They can simultaneously achieve a business objective while creating the best brand experience possible, regardless of the channel. And they are making it happen now.
Understanding the customer’s needs is a common challenge for many businesses and studies show that this will become a make-or-break benchmark for most companies. Salesforce conducted a survey of over 6,000 consumers and found that 76% of them expected companies to understand their needs and expectations. This doesn’t leave very much wiggle room for your marketing and customer service strategy to fail. If you want to deliver a sound customer experience, then it’s imperative that you create a customer-centric company that is focused on fulfilling customer needs.
When customers discover a delightful customer experience, it’s likely that they’ll want to return to it again. Dimension Data even found that 84% of companies who focus on improving customer experience are reporting an increase in annual revenue. This is because these companies are gaining more customer loyalty which is highly valuable to the brand. Loyal customers make repeat purchases and offer recommendations to other potential leads who then become ambassadors as well. If you’re looking for new ways to increase your company’s profit margins, invest in bettering your customer experience.