After all, there are many ways that a major organization can reach the millions of consumers at once. It can place promotional flyers in newspapers, run mass advertising or send text messages to the mobile phone users. But actually connecting with customers in a way that makes each person feel she or he is the only one with whom a faceless marketer is talking? That takes numbers — and analytics. Specifically, it requires the highly detailed data gathered through a consumer's purchasing information: insights that reveal what they buy, how they buy and where they buy.
In short, such data and analysis are necessary to build loyal customer relationships. The key is identifying and gathering the best information to meet an organization's needs — especially in a market like India, where large companies are competing with countless mom-and-pop businesses that command nearly 95 percent of purchases and are privy to extremely personal information about their customers. India's rapidly expanding spending power will continue no matter what — but it is up to savvy marketers to leap frog ahead, set up the ability to capture consumer knowledge and then use it to connect with them.
Such momentous use of data is expressed daily among some of the world's largest corporations, often through the use of loyalty programs that reward members for their continued business. The hotel chain Hilton, for instance, uses membership data collected through its HHonors loyalty programme to customize offers that respond to the vacation aspirations of individual members — whether that is a get-away trip to Thailand or an excursion to see extended family in the United States.
It was a painstaking process, but to help B2B companies start 2017 off on the right foot, we recently compiled a comparative list of the top 34 business phone vendors in the world. In one, easy-to-reference location, we’ve neatly outlined the information you need. more
A contact center often brings about a prospect’s first real-time interaction with your company. As such, if it’s not a positive one, they’ll likely look elsewhere for help. With 69% of Americans more inclined to recommend a company to friends and family after a positive customer service experience, you’ll need to exceed expectations on the following fronts. more
There’s a very good chance that your contact center is underperforming. With consumer preferences continuously changing, strategies that were once effective now result in too many unsatisfied customers. Fixing this problem involves reviewing your current procedures and optimizing them to drive better results. more
Many businesses rely on a collection of communication tools that they adopt to address specific needs as they arise. This strategy may seem to work in the beginning, but eventually will lead to a system that is cumbersome to use, difficult to explain to new hires, expensive, and effective in some areas, but full of gaps. more
Did you know that 67% of online consumers have used social media for customer service purposes?Unfortunately, many businesses ignore social mentions because they don’t know how to handle them appropriately. This is a problem because managing and responding to these mentions can make or break your brand. more