You know your loyal customers’ names and contact information, but do you know them on a truly personal, customized level? For example, when an individual contacts your company, do you know over what channel that interaction took place? Do you know what channel your customers prefer to use when communicating with your service representatives? Do you have information handy about their buying habits, preferences and behaviors so that you can better guide them during the purchasing process and create future offers based on that information?
As the new year quickly approaches, you should be thinking of ways both big and small to bolster customer engagement within the contact center. Strengthening customer engagement should be a recurring goal within your service facility, both within and beyond your trusty customer base .This all starts with investing in the right tools and technologies. For example, the following solutions can not only increase customer engagement, but can also lift your contact center services ROI:
Multichannel marketing solutions: Do you want to make 2015 the year you start addressing customers by name in email marketing messages as opposed to “Dear valued customer?” How about increasing upselling and cross-selling in a way that speaks personally to customers as opposed to just pushing a random product? Advanced multichannel marketing solutions let you reach customers via inbound and outbound telemarketing, email marketing, social media and direct mail, enabling you to connect with customers on a more individualized level.
Demographic scripting: In 2015 you should be focusing on facilitating calls between Communicators and customers so that they are tailored to meet specific needs, wants and interests. After all, a 65 year-old man living in the Midwest will require a different message and conversation flow than a 26 year-old woman living in New York City. Call scripting is vital for establishing these individualized connections.
Data analytics and predictive modeling: The more customer data you gather and analyze, the more insight you have into how consumers are behaving. Predictive modeling takes big data to another level entirely by actually predicting future behavior based on past occurrences. Using this technology, your business can determine which customers are most likely to be interested in a specific offering.
Customer profiles: Customer profiles are created using data that has been collected about a customer over multiple interactions with your brand (e.g., purchasing a product, responding to a phone call, etc.). A customer profile is a hand-crafted asset that provides deeper insight into each and every customer as well as enables you to more specifically market to your existing customer base.
Customer loyalty is the ultimate sign of a stellar company, but you need to be showing your devoted customer base why they should remain dedicated to you. Make a concerted effort to get to know your customers better next year and you’ll find a world of opportunity waiting for you.
Click here to learn more about how InfoCision can help you better know your customers through demo scripting, customer profiles, market segmentation, business intelligence and analytics and more!
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award