Customer experience is creating a lot of buzz today. For the past few years, we have been hearing about how customer experience will become a key brand differentiator by 2020. In other words, customer experience will soon be more important than the price tag or product quality.
Think about that for a second.
If you don’t believe the customer experience is of high priority – think again.
It’s a known fact that customers who have poor experience are twice as likely to write a negative review in comparison to customers who have had a good experience to post a positive review. Meanwhile, one bad review can cost you up to 30 new customers. So, the bottom line is – bad customer experience costs money.
The question is – what can we do with Salesforce to improve the customer experience as we are approaching 2020?
We are glad you asked.
Three easy actions to enhance the customer experience with Salesforce
Segment to personalise
Salesforce CRM has a strong segmentation engine that will help you group the customers according to their differentiators. Not every customer is the same; therefore, neither should their journey with your company be.
Customer segmentation is the first step in building a better experience. Once your database is segmented, you will be able to personalise your approach and nurture the customers in a way that’s relevant for them.
Promote a single customer view
Most companies, when they first implement a CRM solution, undergo an organisational shift.
The shift is necessary because customer experience is a shared responsibility among different departments.
Sales, marketing and customer support, will use the CRM system together, meaning they will feed the CRM data as well.
The organisational awareness of the 360-degree customer view impact must be present. Otherwise, customer experience won’t be able to improve.
Leverage Salesforce AI
Artificial Intelligence has often been used to improve customer experience, so it’s no wonder that Salesforce Einstein provides capabilities to experiment with.
Salesforce research shows how 62% of customers are open to the use of AI to improve their experiences; therefore businesses should jump on that train as well.
To start with, look into Einstein bots or try out the newest Salesforce Einstein voice intelligence.
The customer’s expectations are high, which is changing the way we do business.
Luckily, Salesforce CRM solutions provide the tools we need to connect with our valued customers while providing a seamless and delightful customer experience.
If you don’t know how to get to the next level of your customer’s experience, reach out to us here. We have a few Salesforce secrets to share with you.