We now exist in a world where technological innovation is empowering customers to expect more from the brands they deal with, to switch when they're not happy or satisfied, and share their negative experiences online.
Recently, Brightpearl conducted a survey of millennial shoppers that revealed millennials can be particularly hard to please. Over two-fifths (45%) admit to being less loyal to brands when compared to a year ago, and are quicker to abandon companies that don't meet expectations.
Buyers today have a lot of choice and an array of products to choose from, so it's understandable many brands are struggling to get customers to stick around for the long haul. An enormous 76% of shoppers report it's now easier than ever to take their business elsewhere, while a quarter of millennials would change where they buy goods, based on the shopping experience. Millennials are also the group most unlikely to return to a brand if they have a bad shopping experience.
https://www.retailcustomerexperience.com/blogs/why-its-time-for-brands-to-prioritize-the-happiness-of-millennial-shoppers/
Marketers are no strangers to the concept of customer retention. Studies suggest that increasing your retention by a mere 5% can increase your profits exponentially by 25-95%. One excellent way to do so is by using videos. The appeal of videos is undeniable, which is why the number of businesses using videos as a marketing tool has increased from 81% in 2018 to 87% in 2019, and 83% of marketers admit that videos have a good ROI.
The point being that videos are excellent for engaging your audience and ensuring their continued association and loyalty. If you haven’t already used videos for post-sales activities, this article will provide you with an insight into how to use videos for customer retention and help you refine your own policy for the same using videos.
https://customerthink.com/how-to-boost-customer-retention-effectively-using-video/
Digital First consumers, those shoppers who rely heavily on digital communications when they shop, have higher expectations than the average consumer. They are a distinct consumer segment that needs special understanding because that understanding can focus retailer resources on what is most important to their customers.
In an excellent new study by Alliance Data’s Analytics & Insight Institute, I uncovered what digital consumers expect from brands when it comes to their marketing and communications programs. I also learned what brands believe consumers want from them. The key, of course, is to be aligned so the retailer successfully meets customer expectations.
https://www.forbes.com/sites/walterloeb/2019/09/23/digital-first-consumers--a-new-way-retailers-must-think-about-customers/#4011acd7337f/
In order to deliver positive customer interactions, customer service practices have had to evolve to meet rising customer expectations. One of the practices that has become compulsory is for customer service to be available on multiple communication channels. While social media marketing and email marketing were hailed as the holy grail of modern customer support – in 2019, more people are using customer support in messaging apps compared to news feed broadcasting, probably because they prefer real-time interactive conversations.
Messaging apps like Whatsapp, Facebook Messenger, and WeChat have become the ultimate platforms for fast efficient and personalized support and engagement. A study conducted by Vanson Bourne for Twilio surveyed 6,000 consumers in Europe, Asia and North America and found that nine out of ten consumers would like to be able to use a messaging platform to talk to businesses. However, there are countless messaging platforms available today.
With so many messaging apps on which to communicate with customers, it can be an administrative nightmare to manage seamless cross-channel communication with customers. So how can a support team manage their omnichannel messaging?
Well, you can assign agents to manage all the communications across apps or assign a dedicated agent to manage each individual app – however, both these options have their own limitations.
When one person is running social media customer support, that agent can quickly become overwhelmed with the duties of being the point of contact for all inquiries. On the other hand, hiring one individual per social media platform can be expensive for a small to medium enterprise, especially when the volume of interaction does not justify such costs.
https://www.business2community.com/customer-experience/omnichannel-customer-support-in-messaging-apps-what-the-smart-brands-are-doing-02240925/
Customer Satisfaction (CSAT) is one of the top scoring methods among businesses for measuring loyalty to your brand. Mobile CSAT is essentially a measurement of how your brand (or services) meets the expectations of your mobile customers.
https://marketplace.mopinion.com/survey-templates/in-app-mobile-satisfaction/
Customer Satisfaction (CSAT) is considered one of the top scoring methods among businesses for measuring loyalty to your brand. It is essentially a measurement of how your brand (or services) meets the expectations of your customer.
https://marketplace.mopinion.com/survey-templates/customer-satisfaction-loyalty/
Discover new ways of meeting customer expectations by going straight to the source! Ask your customers directly what they think of your website / mobile app.
https://marketplace.mopinion.com/survey-templates/cx-customer-feedback-survey/
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