In these times of dramatic change, establishing a strategic focus for your business is more crucial than ever. And as we have been insisting on this blog, an approach oriented to the Customer Life Cycle (CLC) provides the solid foundation necessary for your company to embrace lasting success.
Here we select four ways to maximize the CLC in the coming years:
1. Think in terms of Customer Journey, not just transactions.
Companies that provide a better experience along the customer's journey achieve higher levels of satisfaction, sales and retention than those that focus only on improving transactional azerbaijan telegram lead points of contact. This means that a company may be losing customers even though its individual teams get high ratings for customer service. This is due to the fact that often customers see their overall experience as frustrating or unsatisfactory. In these cases, companies must examine the entire route, identify the main causes and work in all functional areas and eliminate the silos to achieve solutions.
Organizations committed to improving the overall experience use advanced journey analysis to better understand the behaviors and motivations of their users or customers throughout the points of contact and over time. Better visibility and information throughout the cycle – from marketing to sales and service – allow to turn down the walls between internal silos to alleviate the greatest weaknesses. The holistic view helps to test and identify the best way to interact with people at a specific point of the trip, influencing the next steps of the buyer to achieve specific results, for example, better renewal rates or acceptance of new offers.
2. Involve your customers through messaging and chatbots applications.
Due to the popularity of messaging applications, chatbots will play a central role in improving the customer experience and developing deeper relationships in the coming years. More than 1.4 billion consumers use messaging applications such as Facebook Messenger , WhatsApp and WeChat , and that number is expected to reach 2 billion by 2018, according to eMarketer . Now that providers allow companies to use these types of applications to interact with customers, brands are turning them into a new channel of interaction with the consumer.