Brands can use customer data to improve customer satisfaction by gaining insights into their preferences, behavior, and needs. By leveraging this information, brands can personalize their offerings and optimize the customer experience, leading to increased customer loyalty and satisfaction. This can be achieved through techniques such as customer segmentation, behavior analysis, personalization, data-driven product development, and satisfaction measurement. By effectively utilizing customer data, brands can create a more satisfying and personalized experience for their customers.
Being data-driven isn’t something you can simply proclaim. It’s something you need to pursue and keep up with.
How can today’s brands turn out to be more data-driven?
They’re adopting new tools and gradually making changes in view of their data and analysis.
Consumers need customary, proactive notifications about their delivery and a transparent, easy-to-understand shipping process.
But, many brands disregard these customer expectations and rely on shipping service suppliers to give delivery updates.
As the eCommerce landscape keeps on getting increasingly competitive, this present time is an extraordinary opportunity for brands to begin fabricating a data-centric culture and carry out the tools they need to prevail in a crowded marketplace.
This can assist them with coming to data-driven conclusions about the customer journey analytics and, at last, further develop customer fulfillment.
With the assistance of Operations Experience Management, retailers can utilize their data to assemble loyalty and trust, while customers feel improved educated, and valued – and consequently glad to buy once more.
Utilizing data from logistics processes
Throughout the customer journey, there are various operational processes, for example, fulfillment, shipping, delivery, returns processing, and any repairs. Retailers rarely utilize the data produced during these processes.
This is predominantly in light of the fact that how much data that should be collected, analyzed, cleansed, and combined is in many cases too enormous to convey significant value in time. With the assistance of Operations Experience Management, this data can be automatically changed into customized, branded messages.
Customer communication
Many companies limit their customer communications solely to the stages previously and during the order. They frequently fail to remember that all that comes after check-out is as significant.
Also, the individuals who leave shipping communication entirely to the logistics service supplier are offering gigantic potential.
In doing as such, the retailer runs the gamble that the customer won’t be happy with the whole buying process and, in the most pessimistic scenario, may try and stop ordering from their own image by any means from here on out.
Be that as it may, regardless of whether you deal with post-purchase communication in-house, there are a couple of things to remember.
From the fitting company-compliant language to the proper content to the design of the messages, numerous setbacks can occur here.
Customer journey
Operations Experience Management is far beyond “just” post-purchase communication.
Smartstore platform permits brands to guide customers throughout the whole shipping and returns process. The manner in which their customers experience a brand doesn’t stop whenever they’ve made a purchase.
From delivery updates to affirmations and returns, they experience each element of the whole customer journey and need applicable data throughout.
Up-sell and cross-sell
With important content that can be incorporated into all informing, brands make real added value and broaden customer engagement.
Along these lines, these extra customer touchpoints can likewise be ideally utilized for up-selling or cross-selling, for instance via automatically recommending products that match the customer’s purchase in the transactional email.
