Data Driven Strategy: Personalise for CX Leadership

Data Driven Strategy: Personalise for CX Leadership

Using data in marketing and profit are intrinsically linked. A study by McKinsey and Company shows how businesses that have used big data and analytics have five to six per cent high productivity and profitability.

This is probably because data and the analysis of it can provide a more personalised customer experience – and research shows that customers will be more loyal to businesses that provide personalised experiences while rejecting those that do not.

To complete the equation linking data and profit, a better customer experience equals retention, and retention leads to greater revenue. A Harvard Business Review study once showed that retaining just five per cent more customers could boost profits by 100 per cent – a huge reward for getting it right consistently.

Repeat customers develop a relationship with the business, and are happy to share more of themselves, which gives the business more data.

 

The Importance of customer experience

The concept of customer experience involves looking beyond just service and staff to every point of interaction between customer and brand. For example, websites and landing pages, emails and SMS – even the social media advertising that is seen before customers buy anything. External sources like friends’ opinions, online reviews or a company’s public relations efforts can even affect customer experience.

Today’s customers have more information than ever at their fingertips and are better equipped to do their research before committing to a purchase. There will be signs of this research – for example, on a website or on social media – so it is critical that small and medium businesses (SMEs) are able to gather this data.

The amount of research customers do before making a purchase may mean businesses need to collect data from a wide range of touchpoints. The earlier businesses want to provide a personalised interaction with customers, the more touchpoints they will have to monitor and the more data they will need to collect.

 

The importance of data

Data provides businesses with knowledge about their customers. It shows where customers sit in the sales cycle, how loyal they are and even their mood toward a brand. This data can be analysed to produce insights about either a group of customers or individual customers, or the business itself. By analysing the data, businesses can see why some products are not so popular, which sales representatives are most effective or where potential prospects are leaking from the sales funnel.

 

Technology is essential for using data to its potential. Customer Relationship Management (CRM) tools can gather vast amounts of real-time data, store it, then conduct analysis cleanly with complex metrics much faster than a person can. Market leading CRMs like Salesforce can also use the data to make predictions that can produce better outcomes for a business.

 

These predictions can drive marketing efforts to improve customer experience. For example, they can tailor email content to prospective customers based on knowledge of pain points, direct a customer to an expert on a topic of interest or enable a business to recommend new products to existing customers based on purchase history.

 

How a data-driven strategy can be successful

  1. Choose the required data. Businesses developing a data strategy should first determine the information that is necessary to collect and analyse in order to drive better business decisions. There’s no point collecting terabytes of data in the hope that it can all be used. Thinking this way at the beginning helps later on when the data is used for CRM predictions and action. Having unnecessary data and insights that cannot be used can get in the way of relevant data and insights. McKinsey and Company believes that a model should start with the opportunity a business has identified, and then the business can see how the model can improve performance toward the goal.

 

  1. Work together.McKinsey and Company point out that legacy IT structures may act as silos and prevent proper data storage and analysis. If it is to be properly utilised, a CRM requires the IT systems to support it. When all parts of a business are using a Salesforce CRM, for example, the data within the system is current and complete, meaning that the insights garnered from it and the predictions developed will be most accurate. In the same way, insights generated from Salesforce should also inform all aspects of the business: sales, marketing, communications, and even finance.

 

  1. Make predictions and take action. In a report by the CMO Council this year, 43 per cent of marketers said they had no problem with the amount of data they had, but they didn’t have the ability to transform it into real time action. An intelligent CRM like Salesforce crunches raw data to develop meaningful insights that can be acted upon and is equipped with an artificial intelligence (AI) system called Einstein AI that enables businesses to take intelligent action. For example, it can automatically generate help topics online for consumers or enable businesses to create bots that can handle simple customer queries. However, it is crucial that the system is used across the organisation so the customer experience is consistent. The same CMO Council report found that 41 per cent of marketers believe that fragmented platforms and systems were getting in the way of successful customer experience strategy.

 

  1. Ensure the business can capably execute. The capability of data systems are constantly improving and changing, and businesses that get the most from data will embrace change and learn. In talking with businesses, McKinsey and Company also found that managerial distrust for big data systems is a reason they’re not used. While managers using the tools sometimes need re-education, it’s important for statisticians and IT staff to keep in mind what frontline managers require when acting on insights daily.

 

A current picture of marketing suggests that businesses are focusing on customer experience, but there is still some way to go. In the CMO Council study mentioned above, 47 per cent of marketers admitted that the personalisation their organisation offers is selective and only five per cent believed they were able to deliver hyper-personalised experiences across all touchpoints. A successful data strategy could prove the difference.

 

What Blirt Offers

Blirt shows you how you can make your business a more successful, data-driven SME by using the world’s leading CRM platform, Salesforce.

Blirt is a Salesforce Cloud Alliance Partner, so it knows how businesses can use the system to improve customer experience.

If you would like to develop your own data strategy that will improve experience for your customers, we can book a discovery call and help get you started.

 

Micro-moments and their impact on Customer Experience

Micro-moments and their impact on Customer Experience

We are spending more time than ever online. A recent study of UK consumers found that the average person spends more than 24 hours – a day – online every week. And mobile phones are becoming a more prominent tool. In the survey, 92 per cent of respondents said browsing the web through a smart phone is important while only 75 per cent said making calls was.

With the increase in time spent online and mobiles making the Internet accessible everywhere, consumers have the power to research products whenever and wherever they want. This gives rise to micro-moments that brands can use to communicate with their consumers.

 

The theory behind micro-moments

The term ‘micro-moment’ was originally brought to the forefront of marketing and sales by Google. It is used to describe a moment where a consumer turns to a mobile device and starts using the internet to research a product or service.

What differentiates these moments from looking up the time or the weather is the intent behind them. These ‘micro-moments’ are moments where a purchase decision can be made – moments where the consumer is receptive and brands can make an impression. For example: which movies are playing tonight and at what time? How much would it cost to book a hotel in Port Vila in January?

Micro-moments can happen anytime: at a lunch catch-up, at work, during a workout, or even just before sleep. This is a cosmic shift in how consumer decisions are made. Once, consumers would see an ad when they read the newspaper in the morning or watched TV in the evening, then wait until the shops were open to purchase. Now, they can be reminded of something, turn to their mobile device, research, and make a purchase decision then.

Micro-moments are a result of a technological revolution that has put the power into the hands of consumers – metaphorically and literally.

 

How important are these micro-moments?

Sometimes, micro-moments can be the first interaction that a potential consumer has with a company. In the Port Vila holiday example above, the consumer may never have stayed in Port Vila. He might search online and find a hotel website or online travel agent. If that site has a clunky booking system or he can’t find the information he is after simply, he can quickly leave and go elsewhere. Research suggests that somewhere between 70 to 96 per cent of people won’t come back after they leave. There are times when micro-moments might determine whether there even is a customer experience, so they are important.

Google sees micro-moments as ‘game changers’ for brands. The search engine giant says that 69 per cent of online consumers agree that how they see a brand depends on the quality, timing and relevance of company messages. If you get them right through user-friendly systems or delivering the right content or product offerings, you can convert browsers to customers.

Content marketing is one of the simplest ways to impress potential customers in these micro-moments. Offering some expertise for nothing or presenting a solution to a pain point can keep a customer stationary for longer, and the goodwill can start the customer experience on excellent footing.

Businesses must learn why customers are coming to this particular point of interaction so that the content delivered is relevant and useful.

 

Mapping the customer journey

Customers have often already started their purchase journey before a business finally sees them. However, once they are statistically represented as a visitor to a website, for example, the business can start collecting data about them – and should.

Intelligent Customer Relationship Management (CRM) systems like Salesforce can begin gathering information the moment a customer appears. If employed by all parts of the business, this data can be drawn later to deliver insights, which can help determine the content directed to the buyer, or even the products that should be advertised. Salesforce also allows marketers to automate content delivery, so it can be delivered at the right time and within pre-determined parameters.

 

The power of personalisation

Micro-moments provide data about a customer and these can later be used to personalise the customer experience. Customers will be more loyal to businesses that provide personalised experiences and even reject companies that don’t provide them.

The more information a business collates during these micro-moments of interaction, the more powerful a CRM’s insights and the better marketers can use personal communication channels like email, SMS and social media. The first micro-moment between brand and customer is obviously very important, because it determines whether the customer journey continues and whether the brand finds out anything more about the customer.

 

Consistency is critical

If personalisation of the experience helps a brand or business develop a relationship over time, it is critical that all future micro-moments provide a consistent experience. A Salesforce “State of the Connected Customer” report found that 73 per cent of customers will change brands if service isn’t consistent across digital and non-digital experiences and half of consumers were likely to change brands if their needs aren’t anticipated.

These statistics suggest that customers expect a consistent experience. That means the first micro-moment sets the tone for the customer-brand relationship. If that starts off well, it is crucial to then gather data, ensure there is a powerful enough tool like Salesforce to develop insights and personalise interactions, and a flexible team who can make service standards in the non-digital realm consistent.

While a micro-moment has a huge impact on future customer interaction, it is also an incredible opportunity to deliver a positive experience itself.

 

What Blirt does

At Blirt, we specialise in helping small and medium enterprises transform themselves across sales, marketing, service and finance, with the objective of improving the digital experience. We can help you deliver amazing customer experiences throughout the entire customer journey, including in micro-moments.

If you would like to find out more, we can book a discovery call to find out what you need and tell you more about our approach.

 

Let’s Unpack Customer Experience: A Definition Of What It Really Is

Let’s Unpack Customer Experience: A Definition Of What It Really Is

If you have been in business for the past few years, you have probably heard the term ‘customer experience’. It’s time to discover what the new sales and marketing buzzword really means.

So What is Customer Experience?

There are many opinions about when customer experience first became a concept, but the two-way relationship between buyer and seller really opened up with the invention of the switchboard, which allowed for communication between both. Sellers could tell buyers about their products, while the technology opened sellers up to critiques and criticism from their buyers.

However, ‘customer experience’ emerged as a business buzzword earlier in the decade and its prevalence has snowballed since. It is a term designed to encompass everything involved in the entire interaction between a customer and a brand. It goes far beyond the one transaction; it is used to reference the entire relationship. For a customer going to the cinema, the customer experience could incorporate the website, the device for printing tickets, the interaction with the staff member at the candy bar, the seats inside the cinema and the movie itself.

What’s the Difference Between Customer Service and Customer Experience?

Customer service principally revolves around the interaction between two people – typically, the purchasing transaction, while customer experience incorporates every transaction, touchpoint and interaction over the life of the relationship between customer and brand. Forbes summed it up by saying that customer service is the “bare-bones” transaction between customer and brand, while customer experience considers every component of the relationship with the customer.

How Broad is Customer Experience?

Considering the definition of customer experience, Forbes points out that it will include what a customer will “think, see, touch and smell” as well as the service they will experience. It is anything that will influence what a customer thinks of a brand. In the cinema illustration above, it includes the speed of the website, how user-friendly the credit card payment is, the taste of the butter in the popcorn and even the quality of the pre-movie trailers.

However, mapping customer experience goes far beyond even this. More than 50 per cent of buyers are more than halfway through their buying journey before they even reveal themselves to you. Before they make contact to purchase, or leave their details, they might be researching your SME using a search engine, looking into reviews, viewing your website – or they might have seen one of your social media ads or read some of your content marketing efforts. In the movie illustration above, these customers might be people who have taken a printout of session times or looked inside the cinema foyer while at the shopping centre. If the presentation, for example, isn’t to the liking of your potential customers, they may go no further in your sales funnel.

The Importance of Personalisation

Perfecting the customer experience involves considering almost every facet of your business. In addition, every customer comes to your business with their own perceptions and prior experiences – meaning he or she expects to be treated in a personal way. The importance of personalisation of the customer experience has never been greater; a Segment survey found that 71 per cent of consumers become frustrated at impersonal experiences.

What would a personalised brand look like? It would have the customer’s preferred purchase options on the website when he or she visits. It might follow up with an email when that product is expended and offer another purchase. It could offer easy contact to an expert within the brand’s community or point the customer to a piece of content solving a pain point.

It’s Easier to Focus on Retention

 

A Lee Resources survey (quoted here by Econsultancy) found that it costs five times more to attract a new customer than retain an existing one. On a logical level, it is easier to retain these customers because you already have a relationship – and, hopefully, the data that will assist you with marketing yourself to them. A report by KPMG found that businesses in the modern era are recognising this reality, with 52 per cent ready to make customer retention the new battleground by targeting and personally engaging their existing customers.

Bringing it all together

Delivering incredible customer experiences involves designing almost every part of a business to satisfy customers and ensuring its efforts are personalised.

So how is that possible?

Be different

– this allows an SME to stand out from its competitors. A product or service with a point of difference has a clear place in the mind of consumers. Don’t copy competitors. Shockingly, in a Forrester survey published in Harvard Business Review, 58 per cent of respondents said they drive customer experience by looking at their competitors and 72 per cent actually aimed to copy other businesses. How can a personalised experience be delivered using the same mechanisms as a competitor?

Try account-based marketing

still a relatively new concept, account-based marketing involves treating each customer as a specific sales account. It involves carefully curating content for specific clients an SME has or wants to have, which means the approach is highly personalised and plays into the hands of SMEs with an alignment between sales and marketing. However, getting the approach correct is crucial.

Use your customer relationship management (CRM) tool

– the CRM is the foundation of an SME’s efforts to create incredible customer experiences. Using the data collected from every touchpoint, including those created through website browsing trails and online ad clicks, SMEs can create customer profiles, allocate content or change website preferences based upon these. A powerful CRM system, like Sales Cloud, can even deliver unseen insights about your data, make predictions, or allow functions to be automated.

 

What Blirt does

At Blirt, we help SMEs deliver amazing customer experiences through the entire customer journey through a process of digital transformation across sales, marketing, services and finance.

We specialise in strategies like content marketing, account-based marketing, digital media, onsite conversations and search engine optimisation. We are also a Salesforce Cloud Alliance Partner and a Salesforce Pardot Select Partner that can help you get the most out of your Sales Cloud platform.

If you would like to get started or find out more, we can book a discovery call to find out what you need and tell you more about our approach.

Want to know more, you can talk to us here, blirt.co/hello

Overcoming Barriers to Deliver Customer Experience Leadership

Everybody wants to deliver customer experience leadership.  Some believe they are, many don’t realise they are not and still many don’t realise it truly is within their grasp.

It is possible for any team to transform their organisation through building a world class customer experience. 

I’m going to cover the barriers that hold organisations back, the behaviours leaders exhibit and a summary of the Blirt services to help achieve customer experience leadership. 

 

The Barriers to Customer Experience Leadership

The barriers to delivering world class customer experience can be overcome across the organisation.  It almost always coming down to four things:

Clarity

Clarity and alignment from the top that the business is going to execute on great customer experience

Commitment

The willpower to really do it and stick to a focus on continuous improvement through short term wins and short marketing, sales, service and finance feedback loops

Competency & Capability

The ability to invest in the right things (people competency & systems capability) in the right order.  Rarely does a technology purchase equal an improvement in customer experience.  

However, a technology purchase plus increased competency from a team using the technology almost always increases customer experience outcomes.

In the same way, increasing competency in a team but not increasing capability in systems will almost always put a ceiling on that teams ability to perform.  Great sales teams thrive in great CRMs, for example. 

Then, it’s about defining the behaviours that equip & empower world class customer experience leadership, see more here.

 

The Behaviours of Customer Experience Leaders

At Blirt, we’ve summarised a host of research down to 6 things great customer experience leaders do:

1. They are purpose driven – they know what they need to deliver for their customer and are brutally focussed on making that happen.

2. They focus on continuous improvement – ‘everybody wins when a leader gets better’ (Bill Hybels, founder of the Global Leadership Summit).  Great leaders get better and help those around them get better.  At Blirt we use the Japanese word ‘Kaizen’ to summarise this principle – simply just do a little better today, what you were doing yesterday. 

3. They collaborate – this always sounds simple but it’s hard to do.  To deliver on the promise of customer experience, the unification of sales, marketing, service through technology to deliver inspirational branded moments at every stage and touchpoint of the customer journey, is really complex.  That means you need to have cross discipline teams.

4. They create good content – content is the oil that fuels movement through the customer journey.  Great content educates, informs, supports, sells and services customers on demand through the customer journey. 

5. They are journey focussed – first principles of sales is to always sell to the next step in the journey.  That’s great journey based marketing.  

6. They are technology adopters – great customer experience leaders know to do more with less means investing in great technology systems to automate as much as possible to empower teams do great, valuable work. 

Achieving world class customer experience is still a personal and professional goal of ours and we hope it’s yours too.  Getting there is possible for anyone with the clarity, commitment, competency & capability.  

The Blirt Services

Here is a summary of how we help organisations overcome the barriers to world class customer experience.

Roadmap the Vision

We help leaders roadmap out a vision and the steps to achieve that vision.  This roadmap is a simple one page plan that bring clarity, alignment and supports the requests for commitment to deliver. 

We keep the roadmap fresh with regular check ins and look to find the quick wins every quarter or half so we can define success.  You can read more about that here (blirt.co/approach)

Build Competency

We provide business consulting services to support the creation of customer experience.  We define customer experience as the unification of marketing, sales and servicing bringing together the organisation’s resources to create inspirational branded moments at every stage and touchpoint of the customer journey.  

That’s why we provide consulting to build people competency in:

  • Customer Experience Strategy 
  • Brand Strategy
  • Sales Strategy
  • Content Marketing
  • Customer Research
  • Web Development

Deliver Capability

We provide technology consulting across the Salesforce ecosystem to deliver systems capability.

We deliver skills and services across:

  • Sales CRM, Reporting & Business Intelligence
  • Marketing Automation, Advertising & Social 
  • Service Support & Management
  • Customer Communities 
  • Finance Automation and Configure, Price, Quote (CPQ)
  • Custom Business Apps

When all the moving parts come together and are delivered with the customer at the heart of process, it is truly a customer experience transformation project creating better business outcomes in sales, marketing, service and finance. 

Want to know more, you can talk to us here, blirt.co/hello