Marketing of the future: Master tomorrow’s challenges today
Using the success factor data
In a world in which the next offer is just a click away and digital newcomers are pushing into markets, customers are no longer willing to accept a weak customer experience. Those who seek to conquer Generations Y and Z must know how to use data as a success factor. As clear as the goal may be, the path to it is challenging; which makes it all the more important for marketing experts to have the right skills, strategies and tools at hand.
Customer experience management in five steps
Successful customer experience management begins at each individual touchpoint and is reflected in powerful customer journeys. We have compiled an overview for you of everything needed to create impressive customer experiences.
Customer data creates relevance
No intelligent, personal approach is possible without good customer data. Data today comes from a variety of sources. This makes it all the more important to merge it centrally and to monitor the quality.
Know your own touchpoints
Every touchpoint counts when it comes to offering customers an unforgettable experience along their customer journey. That is why it is important to know your touchpoints, to design them consistently and to actively orchestrate them; both digitally and in analogue.
Actively design customer journeys
Customer journey management is more than just the optimization of individual touchpoints. Customers expect uniform, relevant and personal customer experiences along their journey from need to purchase and beyond – across channels and silos.
Use complaints as an opportunity
This involves recognizing pain points and understanding complaints as an opportunity. Particularly when companies receive reported problems from customers, they can score points with the right reaction. A simple and pleasant solution contributes to a positive customer experience.
Turn satisfied customers into brand ambassadors
Only if every touchpoint is optimally designed and the customer journey functions as a whole are customers truly satisfied with a company's services. Customer loyalty does not arise when a product or service meets the customer’s expectations, but when they clearly exceed them.
with BSI Studio: smart, intuitive, user-friendly