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The success of any marketing strategy depends on customer satisfaction, but many companies don’t realize that customer experience (CX) is a standalone function that deserves undivided attention. In this article, we’ll discuss why CX should be a top priority when choosing marketing technology(Martech).
CX represents many things, but broadly, it is the sum of a customer's feelings and interactions with a brand. Each interaction is a chance to strengthen or erode the relationship between the customer and the brand.
Customers expect businesses to put their needs first, or else they suffer the consequences. An Oracle report revealed that 89% of customers switch to a rival company following a poor CX, while 82% stop transacting after a bad CX. These statistics show the need to prioritize CX and invest sufficient resources to exceed customer satisfaction.
Businesses that prioritize CX benefit in several ways
Consumers appreciate businesses that offer good CX and will likely make repeat purchases and recommend the business to friends. This results in a positive experience for the customer service team as they will experience fewer complaints.
Since satisfied customers are likelier to make repeat purchases, brands with positive CX achieve higher and long-term sales.
A study revealed that 89% of brands now compete based on the experiences they offer. CX is the ultimate differentiator since most brands offer similar products and services.
Marrech enhances CX as it’s a medium through which brands deliver exceptional CX. But it all begins with data. Brands must collect and analyze data to understand and better customize the customer. They can then use the information gleaned to offer targeted messages, give offers, recommend products, and provide a seamless customer journey across multiple channels.
When choosing Martech, businesses must consider how it will affect their CX. The technology should provide a seamless way to collect and analyze user data and offer features that will assist in personalizing the CX. Here are a few of the most impactful martech for CX:
Customer Data Management Software: Data is king for all organizations today. There are customer data platforms that collect, analyze, and leverage customer data to create memorable experiences in the long run.
Chatbot Applications: Chatbots have become a necessary marketing technology to meet modern consumers' demand for convenient and customized instant support.
Cloud Solutions: Cloud software allows remote working and access to business files from anywhere. This means brands can give a consistent, unified CX to their globally dispersed customer base.
Voice Search Applications: Voice capabilities like Google Home and Amazon Echo enable customers to use voice commands to engage in quick shopping experiences. This results in brands enjoying increased customer loyalty in the long run.
Artificial Intelligence: AI is used by businesses to improve CX by reducing customer waiting in queues. It does this by screening those who require human assistance and those who don’t.
Positive CX is important in the growth strategy of any business. Failure to emphasize CX can result in lower customer loyalty and revenue. Martech is key to improving CX by capturing, analyzing, and tailoring experiences. It is, therefore, crucial for businesses to prioritize CX when choosing Martech to stand out from the competition.
The success of any marketing strategy depends on customer satisfaction, but many companies don’t realize that customer experience (CX) is a standalone function that deserves undivided attention. In this article, we’ll discuss why CX should be a top priority when choosing marketing technology(Martech).
CX represents many things, but broadly, it is the sum of a customer's feelings and interactions with a brand. Each interaction is a chance to strengthen or erode the relationship between the customer and the brand.
Customers expect businesses to put their needs first, or else they suffer the consequences. An Oracle report revealed that 89% of customers switch to a rival company following a poor CX, while 82% stop transacting after a bad CX. These statistics show the need to prioritize CX and invest sufficient resources to exceed customer satisfaction.
Businesses that prioritize CX benefit in several ways
Consumers appreciate businesses that offer good CX and will likely make repeat purchases and recommend the business to friends. This results in a positive experience for the customer service team as they will experience fewer complaints.
Since satisfied customers are likelier to make repeat purchases, brands with positive CX achieve higher and long-term sales.
A study revealed that 89% of brands now compete based on the experiences they offer. CX is the ultimate differentiator since most brands offer similar products and services.
Marrech enhances CX as it’s a medium through which brands deliver exceptional CX. But it all begins with data. Brands must collect and analyze data to understand and better customize the customer. They can then use the information gleaned to offer targeted messages, give offers, recommend products, and provide a seamless customer journey across multiple channels.
When choosing Martech, businesses must consider how it will affect their CX. The technology should provide a seamless way to collect and analyze user data and offer features that will assist in personalizing the CX. Here are a few of the most impactful martech for CX:
Customer Data Management Software: Data is king for all organizations today. There are customer data platforms that collect, analyze, and leverage customer data to create memorable experiences in the long run.
Chatbot Applications: Chatbots have become a necessary marketing technology to meet modern consumers' demand for convenient and customized instant support.
Cloud Solutions: Cloud software allows remote working and access to business files from anywhere. This means brands can give a consistent, unified CX to their globally dispersed customer base.
Voice Search Applications: Voice capabilities like Google Home and Amazon Echo enable customers to use voice commands to engage in quick shopping experiences. This results in brands enjoying increased customer loyalty in the long run.
Artificial Intelligence: AI is used by businesses to improve CX by reducing customer waiting in queues. It does this by screening those who require human assistance and those who don’t.
Positive CX is important in the growth strategy of any business. Failure to emphasize CX can result in lower customer loyalty and revenue. Martech is key to improving CX by capturing, analyzing, and tailoring experiences. It is, therefore, crucial for businesses to prioritize CX when choosing Martech to stand out from the competition.
