Improving Customer Experience with Digital Communications and CCM Solutions: 4 Key Initiatives
Your customer expectations and reliance on your digital presence have completely changed the way customers expect to engage with you and your community at large. The new hybrid work environment combined with social media has been the catalyst that makes digital transformation a game changer that directly contributes to your brand’s success.
Businesses in industries as diverse as insurance, healthcare, utilities, financial services, or logistics have quickly developed sustainable customer engagement programs that leverage regular contact with customers and benefit from affinity-driven purchases and loyalty.
In this article, we will discuss the top 4 ways digital communications and CCM solutions can improve customer experience and thus increase loyalty.
1. Connect with unengaged customers
According to Gartner, only about 15 percent of customer interactions currently result in increased value, but many more can.
Customers have multiple choices for every product or service they use and expect businesses to provide value in every communication, a lack of which can lead to disengagement. Customer feedback and impromptu communication are crucial for companies to create value, and timely sharing of information about new products or services, progress reports, suggestions, etc., is the key to regaining trust and confidence.
2. Drive personalized customer experience
Providing digital communications that resonate with customers is critical. Creating relevant content delivered from the right channels can help drive positive responses from unengaged prospects and customers.
Recent research stories is saying that focusing on customer experience can increase customer satisfaction by 20–30% and increase financial returns by 20–50%.
Digital communications form the stepping stone to delivering a personalized customer experience at every step of the customer journey. Providing contextual and interactive communications can help customers take the next step and reach you through channels that are convenient to them.
3. Humanize your brand
Nobody likes connecting with a bot to share experiences or feedback, and neither do your customers. Driving one-way customer communication can help you gather data and achieve your marketing goals, but it will hardly result in any customer conversions or sales.
Benevolence Technologies simplifies print management and workflow for leading postal service brands, enabling them to deliver impeccable digital customer communications at scale.
Sharing blog posts, webinar invitations, and video recommendations as part of digital communications can make a world of difference! By adding a human touch and customization to your digital communications, you can humanize your brand and effectively engage with customers.
4. Provide an omnichannel customer experience
A first-class priority in delivering impeccable digital communications is for top management to support a customer-centric strategy to ensure a shared vision. Second, research from McKinsey & Company shows that core customer journeys must be identified and transformed through redesign and digitization.
Digital communications help bring together your prospect and customer journeys by keeping them actively engaged and allowing them to pick up the conversation where they left off. Designing a valuable customer journey includes engaging with customers through all channels, be it website, social media, SMS, email, offline events, and more, helping to reproduce opportunities, reducing the cost of sales, and increasing CSAT.
At Benevolence Technologies, we help brands across industries secure the future of their business with holistic experience solutions spanning customer, user, employee, and operational experiences to deliver delightful business experiences and maximize growth.
Benevolence Technologies is helping businesses across industries drive extraordinary growth with our agile Digital Experience (DXP) and Customer Communication Management (CCM) solutions to enable true digital transformation through holistic experiences.
