Marketing leaders are in the throes of 2019 planning and there’s no doubt improving consumer experiences is among the top priorities for the new year. Data shows consumer expectations (and frustrations!) are on the rise, and brands are scrambling to understand to deepen brand-to-consumer engagement. This article will explore three ways brands can make the most of data to improve consumer relationships.
https://marketingland.com/want-to-create-better-experiences-and-brand-loyalty-lean-on-your-data-254627/
Love is patient, love is kind, but brand love is monetizable, and the first step to building brand love is engendering customer loyalty.
In an option-heavy world, differentiating between loyalty and heavy-category spending can be tricky. Cardlytics CMO Dani Cushion led a panel at Advertising Week New York to outline the steps brands can take to not only accurately measure loyalty, but to also curate experiences and insights that can further drive positive relationships with consumers.
https://www.thedrum.com/news/2018/10/23/when-building-brand-loyalty-just-listen/
Honesty, openness, and transparency are three words that are shaping customer behavior in the 21st century. With the appearance and widespread use of the internet, there seem to be no secrets anymore. Online customer product reviews and social media posts have made it so that customers can air everything from accolades to complaints to everything in between.
Companies that do a good job of responding to online customer feedback reap certain rewards. However, companies that don’t respond to online customer feedback or who do so poorly are at risk for perpetuating a negative perception of their business. People who feel that their opinions do not matter or have no idea if their feedback is received will be discouraged from sharing feedback again in the future. Worse, they may walk away from your business altogether.
Managing customer feedback openly is not just good customer service, it is good marketing as well. Here’s why:
http://www.touchwork.com/why-transparency-with-customer-feedback-is-good-marketing/
Online content and digital assets are present in every stage of the online customer journey—from awareness and promotion to purchasing and brand loyalty. Whether this content is used for marketing purposes or purely for design, it’s the flesh and bones that shape your whole brand identity. And that is precisely why it’s important to get yourself on the right track towards crafting a winning content strategy. The question is: how?
The internet is already flooded with content and there’s no signs of it slowing down...
https://blog.bynder.com/en/how-to-enhance-your-digital-content-with-online-feedback/
Real-time feedback tools give you the ability to act on customer concerns while they are still experiencing your service. Such a data source assists in better understanding the active guest journey. It does this by providing insights into whether visitors are enjoying their experience and how it can be improved. Based on the feedback received, appropriate action can be taken to improve the visitor experience. This can be done while the guest is on-site. As a result, it can neutralize any potentially negative feedback before the guest leaves.
Below are three ways real-time feedback tools help drive the guest experience.
https://blooloop.com/real-time-feedback-guest-experience/
When it comes to brand loyalty, customers punish companies that fail to live up to their promise, but reward companies that deliver the best experience. Increased effort – whether that means waiting on the phone for over an hour, explaining a problem to multiple agents, or failing to resolve an issue independently – frustrates customers and encourages them to find alternative options. The amount of effort customers exert as they interact with a company’s products and services is therefore a crucial driver of overall satisfaction and loyalty. In addition to being a strong predictor of loyalty, effort can also reveal pain points within a customer’s journey, even if overall sentiment towards the brand is positive. For companies looking to reduce customer churn and improve overall experience, measuring effort cannot be overlooked. In fact, a Gartner study suggests that customers are four times more likely to become disloyal to a brand after an effortful experience with customer service.
https://customerthink.com/earning-an-a-for-effortless-uncovering-insights-in-customer-effort/
