FIGARODIGITAL.CO.UK
IT’S NO LONGER ABOUT pushing out everything you want to say to all your customers and seeing what resonates. It’s about putting your customers at the heart of everything you do using the signals they give you, whether it’s something they looked at on your site or engaging with a campaign on Facebook, to deliver personalised, relevant content. Here are the three essentials to delivering great CX.
Be consistent 1
Ever spoken to two the same company about the same thing
lose the company customers. Now think about all the other
places where your customers can interact with your brand – multiple social networks, email, in store – and you realise how potentially big the problem is. What are your in-store salespeople saying versus those in customer has let you know what they’re interested in through your conversation, wherever that may take
ROI 37K%
CASE STUDIES IN BRIEF
The answer is to take stock of your
communications strategy to ensure there are no disconnects in messaging, and look into tech solutions that share live customer data across your business. One company nailing a consistent
UK’s largest multichannel retailer of trade tools, accessories and hardware and transparently-priced retail to shop 14,000 products over the phone, online, via their mobile or from their local store.
range of products on its desktop and mobile sites. You can pay for items minutes’ time, thanks to a live data
- Barbour -
Using dotmailer, Barbour built a customer database and employs revenue and 37,581 per cent ROI. Automation is important to Barbour. New subscribers receive a welcome pack with a link to the preference centre to ensure emails are relevant. Barbour is also using dotmailer’s automation tools to develop a re-engagement programme that chooses recipients based on recent engagement and frequency of contact.
- Deborah Lippmann -
Deborah Lippmann uses dotmailer for Magento to build customer intimacy and to target customers based on purchase history and abandoned carts. Since implementing dotmailer for Magento they can directly track around half their sales to email activity, and revenue previous year.
52 annual sourc e guide 2016
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