Worried about not engaging your customers the right way? Fret not, here are some customer engagement statistics to help you out
As a result, Customer Communication Management (CCM) has grown rapidly into a new, omnichannel reality over the past few years.Where customer communications included static, one-way messaging, today’s communications solutions can help organizations realize the promise of real, measurable, all-channel customer interaction based on in-depth analysis.But not all businesses have evolved to solidify CCM.1.
Lead Customer CommunicationsAt least in adult organizations, representing 30% of the companies surveyed in Aspire’s recent research, IT users make contact decisions.
These businesses maintain a document-based approach and invest in CCM only if it returns to a corner due to regulatory changes or equipment failure.At this lowest level of maturity, CCM’s progress is based on strategy rather than strategy.
For example, IT-led organizations may invest energy and capital in a push toward digital migration, but efforts will be less visible to meet concrete (but limited) goals or emerging regulatory needs.You may be at this stage of CCM maturity if:Your communication is restricted by law.You have a print-based approach with limited and early online communication.Communications with your customers are scattered or inconsistent (ie mortgage ads sent to your existing mortgage holders)2.
The investment in this intermediate phase focuses on securing the agility and adaptation required to achieve the fastest time for the market through the customer’s preferred communication channel.While cost reduction is important as a means of funding these new initiatives, the primary goal is high customer satisfaction.
However, problems arise when businesses reach a goal with an insular approach that does not take into account the needs of real, real-world consumers.For example, a healthcare provider can spend a lot to set up a mobile app without having to hesitate to download their old customer base app or do sensitive business through it.
About ClientThis retail company is one of the top retail companies in India.
They offer a range of apparel and accessories and more for men, women and kids ranging from shirts, pants, dress, bags and much more.
The company operates around various stores and outlets across the country.Problem statementThe retailing company wanted to boost their conversions rates (the percentage of their website visitors making purchases on their store) and also increase the profit margin significantly.
This was because they were not able to retain customers since the customer loyalty programs were under-performing, which had only few sign-ups and low customer engagement.
