3. Automate your customer lifecycle journey
Lots has been written about the importance of surprising and delighting your customer. Creating a fully automated customer communication journey means that you never forget a birthday, anniversary or important milestone. It also means that relevant content can be delivered to your customer at the right time and in the right medium to ensure maximum engagement
4. Automate customer satisfaction surveys
Customer satisfaction surveys like NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) measure a customer’s sentiment towards your company over time. But, it’s amazing how much we can learn about our customers if we just ask them!
People are willing to tell you what you need to know, if you just give them the opportunity to do so.
Sending a “How did we do?” survey after a customer interaction can provide you with invaluable insights on how to continuously improve your products and services.
5. Automate reports and customer insights
Possibly the single most important instrument we have when using automation to better understand our customers and their behaviour is that of reporting. Carefully monitoring purchasing data or analysing behavioural data allows us to tailor the next digital communication and indeed improve the experience to ensure customer satisfaction.
Generating dashboards and using AI tools to fully understand our customers, means that we can stay one step ahead of their wants and desires at all times.
So, why are we still talking about the value of automated communications? Because, it’s clear that when automated communications are done right, it can help you generate the perfect customer experience. This, in turn, will solidify your relationship with your customers, assisting with acquisition and retention, all while increasing revenue and reducing your costs.
So, perhaps the better question is why would we ever stop talking about the value of automated communications?
