Topic:

customer insights

Analytics is More than Just Data in a Customer-Centric World

3 min read

We’ve gone past making your business’ identities, and now is the season for building your brand’s success through customer experience analytics. These days analytics is integral to refining your customer experience and overall customer journey. 

For some time now, brands have focused on internal business functions like product design, supply chain, and customer service to drive new and better customer experiences. Some organizations focus more on their product and use customer feedback to generate value or develop loyalty products for better customer retention. We can all agree that these strategies are all good but can also be unsustainable in the long run. 

Analytics Bringing more than just Data on the Table

Customer experience isn’t just about function and form. Guessing what your customers want can be counter-productive and, at the same time, annoying. Businesses fail to understand that the root of customer experience understands how your customer can relate to your entire brand. To gain and leverage such insight, organizations must learn how to harness the power of customer data and analytics.

Customer experience analytics is discovering, collecting, analyzing essential customer data. This process produces actionable insights to derive better decisions and solutions to benefit your customers and business. These decisions, in turn, allow your business to run for a more tailored or hyper-personalized experience for the individual customer.

Analytics will always be an integral part of refining the customer experience moving forward. Research shows that 90% of business managers believe analytics can improve their sales performance. Another study shows that 62% of businesses believe that analytics can increase their sales by 20%. 

Competing in Data-Driven Economy – Not as simple as ABC

Organizations must acknowledge or eliminate guesswork to compete and win in a data-driven economy. Data is more than just mere numbers. With this current economic setup and competitive environment, businesses must have access. They must have the ability to act on customer data with speed, agility, intelligence, and accuracy. 

How Data and Analytics Helps Improve Customer Experience

You’ve heard of the phrase, “customers are the lifeblood of your business” a million times over, and you’re getting sick of hearing it. But, if you’re planning to leverage data and analytics, knowing your customers and keeping them engaged is the best thing you can do for your business. 

Yes, it’s exciting to find new technologies and strategies and harness them for your business’s advantage. However, forgetting the main objective of your business is to create relationships that add value to your company and bottom line. An intelligent customer experience (CX) and your customer lifetime value (CLV) strategies are the best way to go. So how can analytics create an impact on customer experience? 

Understand Customer Sentiments and Level with Customer Emotions

Emotions play an essential role in building relationships with customers and vis-a-vis. Marketers over the globe clearly understand the impact of emotions and feelings in the decision-making process. As mentioned in the previous lines of this article, competing in data driven-economy is not easy. Consumers face many marketing materials, from emails to social media platforms. Unsurprisingly, only a tiny amount of that gets through.                                                                                                                      

Learning how to act on collected and processed data is an essential skill that businesses should pick up. Despite the harsh competition, you’ll be at the most disadvantage without data analytics. Nowadays, using and processing big data to understand the customer better and insight into how they feel is critical to connecting with them emotionally and winning their loyalty. 

Businesses may source data from different methods or mediums. These methods may include formal surveys, call transcripts, social media comments, reviews, and any other form of exchange between a brand and a customer. In return, the collected and processed data allows businesses to analyze quantitative and qualitative feedback to improve customer services, whether by changing or using softer language, more emotionally established marketing campaigns, or a more hyper-personalized service.

Streamline Service and Save Time

Having long sales funnels is no fun for your employees and your customers. Organizations should do their best to streamline processes and save time whenever possible. 

Customers hate it when their calls are redirected frequently and still can’t seem to find a solution. In these cases, when your data is processed and analyzed, you can easily match sales reps to more appropriate roles or improve the efficiency of your entire team. Ensure that all customer information is in a single platform, like CRM software solutions, streamlining your business process and saving time is within reach. 

Analytics Help Improve Communications

Communication is not about the words you say but how you say them. Not communicating well with your customer is like playing minesweeper. That is why it is essential to gather much customer feedback and reviews as possible. 

In this case, you can use customer feedback and satisfaction scores to improve communications among employees and customers. Feedback and reviews allow your team to redirect their efforts and even tap on opportunities that have never been. Or even in situations where agents are not performing well because they spend too much time looking for peer support. 

Your team can avoid confusion and re-routing communications with the help of accurate and valuable data. When data analytics are put in place, your team knows where they stand with the customer. They can use better communication strategies to make service interactions more efficient when they have this knowledge.

Enhance targeted marketing practices

Big data is also paramount for implementing effective and targeted marketing strategies. Organizations need to pay attention to click-through rates of links communicated via marketing emails, text messages, and other channels. For example, it can reveal whether a marketing strategy results in actual sales. Furthermore, geolocation data may allow brands to better target customers near brick-and-mortar stores or during the in-store shopping experience.

Brands may use the information collected to share sales events and other news on discounts applied in-store. As brands collect various types of data on their customers, taking a thoughtful and customer-centric approach to interpreting data can result in better service practices and more substantial customer experiences.

Key Takeaway

Analytics is more than just a piece of processed numbers. Analytics has become their lifeline to stay competitive in a data-driven economy to some businesses. Trusting in guesswork no longer works in this present day and age. Companies need accurate data, precise analytics, and responsible actions to stay relevant and even gain an advantage in the market. 

In a customer-centric world, upping your customer data and analytics game is the best way to get ahead.

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The Power of a Centralized Business System

3 min read

To centralize or not to centralize – a hard call made harder with power struggles. The timeless tug-of-war between centralizing and not centralizing remains a dilemma for most companies. Business leaders believe that poorly judged centralization can stifle initiative, compel the business’s ability to tailor products and services locally, and burden business departments with high costs and poor service. [1]

However, as the world courses through in rapid motion, every business is now compelled to have a management system to help them streamline their daily processes and procedures. Systems that allow companies to establish management protocols and facilitate clear communication between departments. A business’s communication structure can influence discovery and the potential of its staff members, which in turn causes the company to innovate and implement its ideas. 

Why Choose to Centralize your Business System?

A centralized business system means keeping most of your inventory in one or a few platforms instead of having individual storage systems to maintain your account. Doing so can benefit your business’s overall design, including more efficient data control and quicker responses to prospects and customers. These are just some of the few benefits you can gain with a centralized business system. 

Curious to know more about the power of a centralized business system? Here are more of its benefits that you may enjoy. 

Effective Decisions

At the local level, decentralized business systems allow businesses to respond swiftly to unpredictable market conditions. However, in most cases, centralization provides firms with the most efficient decision-making and communication throughout the company. Some decisions, such as responding to unfavorable news events, are best made by executives, especially when it comes to timely decisions and when responses are essential to execution. 

Accountability 

Centralization also highlights decision-makers, making it easier for individual team members to be accountable for their decisions and actions. When the right choices are consistently made and implemented, recognition goes to the right people. Accountability compels corporate decision-makers to invest the right amount of time, effort, and energy to examine decisions and their impact on all stakeholders. 

Consistency 

Consistency is another necessary strength of business centralization. When the same person or group of executives make decisions on behalf of the company, those decisions are consistent and predictable. That way, it helps managers and employees know what to expect and prevents some frustration resulting from constant changes in decision patterns. In addition, decisions that affect customer relationships can improve brand consistency if made by the same executive. 

Reduced costs

A centralized system adheres to standard procedures and practices that guide and reduce office and administration costs. With the right business system, businesses can now reduce spending on storage, augmenting staffing, and even location. 

Improved quality of work

Standardized procedures and better supervision in a centralized business system improve work quality. With the help of systems and apps, businesses can now reduce the potential waste of manual labor and ensure quality and accurate work. Systems like CRM software can help minimize task duplication and increase labor costs. 

Streamlined Information Flow 

Most industries that rely on a constantly changing and inconsistent market have the advantage of being free to update. With a centralized source of information, it’ll be easier for managers and employees to implement strategies and easier to track individual performance. When data is readily accessible, communication is streamlined, thus adding more value to your bottom line. 

Definitive Chain of Command

A definitive chain of command paired with a centralized business system is also beneficial for staff seeking more supporting guidance regarding their responsibilities and expectations. A centralized system works reasonably well to provide people with clear directions. 

The vague nature of a decentralized system may confuse common workflows, but increased autonomy is desirable to employees who prefer working on a flexible schedule. Companies that handle a lot of employees with a work-from-home set-up can significantly benefit when they have centralized business systems that combine reduced oversight and self-reporting tools to streamline admin and managerial responsibilities. 

Creating Standard Internal Metrics 

It is easier to create a standardized format in the central system when developing internal performance metrics. A top-down management structure allows managers and executives to integrate communication and reporting standards with minimal deviation. If the indicators of success are relatively simple, it may be beneficial to centralize the whole structure of the organization. A well-distributed system allows individual departments or teams to decide how to report and avoid confusion about performance results. Active communication between managers and executives helps answer any questions in the report. 

Relationship with customers

Building a direct customer relationship is easier to use in a decentralized organization because there aren’t many communication and reach restrictions. Optimizing social media channels is a prominent decentralization feature that allows businesses to interact with multiple geographic markets with lesser difficulty. Online customer service via numerous communication lines is easy to do with flexible behavioral guidelines. 

However, the power of centralized business systems often has specific guidelines for how they should conduct themselves with the general public, giving businesses more control over their brand image. Companies in industries such as children’s media and baby products typically communicate with the general public through a strong public relations team. In contrast to automated online systems, an in-house customer service team with in-depth knowledge and experience may also respond to complaints.

Key Takeaway

Decentralization may offer plenty of untapped business potential, and it may give plenty of autonomy on an individual level. However, amidst a decentralized environment, businesses need a bit of control of how things are run inside our business to control efficiency and effectiveness. This is the true power of a centralized business system. 

Are you taking measures to centralize your business flow? If not, Saphyte will be more than happy to take you in on a little open secret. Call us today, and let’s get your business centralized today!

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How to Accelerate Growth with a Customer Data Platform

3 min read

Data is everywhere. From a business perspective, data can be taken from the amount a customer paid for a purchase, the number of website visits a day, any information typed in by the customer, and a whole lot more. 

On average, businesses receive data and metrics from 28 unique sources, according to Deloitte. 

Data lets us know what’s going on in the business, what we can do more to get more people to do something, and what we need to avoid doing to keep customers coming back for more.

But to ensure that businesses get clean and accurate data, and so they can organize this data to gain some insights out of them, businesses need to have a customer data platform.

What Is A Customer Data Platform?

A customer data platform is a software that collects data from your customers. 

It may have tools and features that let you perform tasks like telemarketing, email marketing, lead generation, catalog management, and etc. Customer data platforms may also have dashboards that showcase important and relevant data and insights at a glance.

In 2018, the customer data platform market size was valued at USD 730.1 million. It is expected to grow at a compound annual growth rate (CAGR) of 27.5% from 2019 to 2025.

Why Having A Customer Data Platform Is Important

Customer data platforms give you an in-depth understanding of every individual customer so that you can personalize your services to cater to their unique needs and preferences.

Knowing what an individual customer needs and wants allows sales, marketing, and support teams to effectively address the customer’s issues and solve their problems. 

Without data, businesses may have to repetitively ask the customer for information (especially when the issue has to be handled by multiple teams) to deliver the appropriate response. This can delay the service which may affect the customer experience and give the brand a bad reputation at the end of the day.

A customer data platform may collect the following types of data:

  • Customer identification: this refers to the identity of the customer— their name, address, mobile number, email address, and other related information.
  • Qualitative (feedback, opinions, suggestions, etc.): this refers to other useful information gathered from the customer that cannot be quantified, such as their opinions, statements, suggestions, feedback, notes, and etc.
  • Behavioral: this refers to any data related to a customer’s behavior such as their purchase behavior, marketing behavior, app usage, social media behavior, etc.
  • Product: this refers to any data related to the customer’s interaction with the product and services of the business such as products purchased, products viewed on the website, abandoned products added to the cart, etc.

4 Ways A Customer Data Platform Can Accelerate Business Growth 

These are the common ways a customer data platform accelerate business growth:

1. It lets businesses gain a deeper understanding of their customers to deliver better services

Customer data platforms can automate the collection of data from customers to lessen the tasks of sales and marketing teams. 

They can prompt website visitors to fill out needed information which will then be automatically migrated to the database of the platform. 

There, the customer data platform can sort the information and give sales and marketing teams a quick glimpse of the type of lead or customer they’re dealing with.

When sales and marketing teams have a deep understanding of the lead or customer they’re facing, it allows them to craft a workflow that best suits the needs and preferences of the target customer. 

In fact, according to Econsultancy & IBM, 33% of elite marketers say having the right technologies for data collection and analysis (such as a customer data platform) is the most important step to understanding customers.

Having the right data allows businesses to improve the experience of the customer, which increases the chances of the customer moving forward in the sales funnel.

2. It provides users important and relevant data for quick, data-driven decision-making

Customer data platforms often have dashboards that showcase ongoing data related to the business’s sales, marketing, and support efforts.

They may even automatically interpret the data to provide insights, which helps managers and leaders make quick decisions to steer the company to success.

Data analytics help inform businesses which strategy is working and which isn’t. Because of this, businesses can continue implementing workflows that give results and stop or change those that aren’t working.

3. It allows businesses to quickly monitor marketing ROI

Marketing efforts are needed to promote the brand to the market and hopefully establish connections with potential customers. But some marketing activities require a hefty investment for them to work. 

This is why businesses ought to monitor their marketing performance to ensure that they’re giving the expected results or return on investment (ROI).

Without a customer data platform, this may require many manual, repetitive tasks and calculations which can be stressful to the team responsible.

A customer data platform can automate some of these tasks. It can even quickly provide the results of marketing efforts (such as email marketing, advertising campaigns, etc.) to businesses so they can make the necessary adjustments without delay.

4. It helps businesses improve offline and online customer experience

The pandemic has accelerated the online activities of consumers— more and more people buy over the internet now than before.

Because of this, businesses need to emphasize the importance of providing quality service to their customers online as they have done over the past few years on their brick and mortar stores.

A customer data platform can bridge the distance between businesses and consumers on the internet. It can predict what a customer wants and allow the business to offer it even before the customer says it. Some information provided by the customer data platform can help inform businesses what to do next when the customer visits.

With a customer data platform, businesses can quickly collect customer feedback so they can improve what needs to be improved to cater to future customers and encourage repeat purchases. 

Conclusion

Customer data platforms help accelerate business growth in the following ways:

  • It helps businesses provide better service through the data it collects from customers with minimal user participation
  • It quickly provides relevant data and insights to aid managers and leaders in making business decisions
  • It allows businesses to monitor marketing efforts and ensure they provide the expected results
  • It improves the experience of customers online and offline to encourage repeat purchases and establish customer loyalty

Learn more about how you can accelerate your business growth with a customer data platform. Click here to get started.

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5 Reasons Why Managing Customer Experiences is Important in the Digital Age

3 min read

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”

-Warren Buffet

Managing customer experience has become a priority in the digital age. With the emergence of new and innovative digital technologies, customer behavior has been continuously reshaped, making it harder for companies to predict and proactively respond to customer needs and demands. 

When the customer expectations are unmet, customers begin to question the credibility of the business they regularly interact with and turn to competitors for better service. 

To avoid this, businesses must understand the important factors that comprise customer experiences and manage them. They can do this by mapping the customer journey, identifying gaps across the different stages of the customer journey, and optimizing the journey to enhance the customer experience.

From complete strangers, customers can become your brand representatives who will actively advocate for the use of your products and services.

Why Managing Customer Experience is Crucial

Managing customer experience is crucial and relevant in the digital age. Among the reasons are the following:

1. Because customers are different now than they used to be

Earlier businesses operated purely on a brick-and-mortar model that engage with their customers and earned sales and profits. 

But this model has been disrupted by digital innovators that contributed to the birth of the digital age. Nowadays, businesses are offering and delivering online services. 

This has shaped and reshaped consumer behavior. With fast internet connectivity and availability, customers now want complete product information at their fingertips as they go about their daily lives. 

They’re also caring less about which channel they use to communicate— they can browse business websites through their PCs, make purchases on mobile devices, or even check your products in-store and make purchases online.

Because of new consumer behavior and emerging technologies, customer expectations are changing. They now hold businesses at higher standards when it comes to their online and offline shopping experiences. 

Moreover, the wide availability of information and quick access to competitors’ channels have also made them now more demanding in terms of quality service. They can make quick comparisons, provide public feedback, and influence other consumers’ purchase decisions which empowers them to make demands from businesses.

This is why consumer experience is crucial in the digital age. A bad experience can leave a bad taste in the mouth of customers and negatively affect your business reputation.

2. Because businesses can easily lose leads along the way

The availability of multiple channels also makes it difficult for businesses to track where their leads are coming from and what types of customers they have. 

This lack of customer information makes it easy for businesses to lose them along the way. To sustain customers’ interests, businesses need to send relevant and useful information to each customer. But this seem impossible without knowing the customer first.

3. Because future customers may avoid your business upon hearing about bad reviews

As mentioned above, the wide access of information and connectivity between users makes it easy for consumers to influence each others’ purchase decisions.

When a customer leaves a bad review due to a bad experience with your business, it may deter others from purchasing too.

4. Because customers’ entire purchase decision may rest on customer experience

This is a business nightmare. All the stages in the pipeline may go smoothly— from the acquisition of the lead and to the first contact with the sales team— but a little inconvenience or, for example, a lack of integration of payment solutions on your website can make a customer decide not to push through with the purchase.

A customer’s entire purchase decision may rest on the entire experience, which is why it’s crucial in the digital age.

5. Because customers may become brand advocates due to quality experience

But when a customer’s experience is smooth, it may be the first thing that comes into their mind when hearing about your brand.

It may lead to loyalty. And loyalty can make customers become brand advocates— recommending your brand to others whenever a need arises.

How CRM Helps Improve Customer Experience

A CRM can let companies track millions of consumers and address gaps in service instantaneously. They also make the communication process between the customer and the business smoother and more efficient.

With a CRM, busineses can provide customer feedback loops, quickly interact with customers at each stage of the pipeline and discover bottlenecks and key issues along the customer journey. 

Along the way, they can discover the customer’s state of mind at each touch point, develop a better understanding of each customer’s needs and expectations, and drive improvements to deliver the best customer experience.

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How Digital Ecosystems Have Redefined Corporate Landscapes

3 min read

Digital ecosystems are a set of tools that software providers offer to businesses. These sets of tools can communicate with each other and can be accessed from a single interface. This lets users perform tasks fast and without having to switch platforms.

As digitalization continues to grow in the business world, digital ecosystems are quickly reshaping the way businesses work. 

From capturing leads to closing deals, businesses that work with software providers have proven to have an edge over those that rely on traditional work processes. They have been seen as fast, reliable, and can give better services than companies that refuse to adopt technology.

In fact, companies that orchestrated digitally connected ecosystems were reported to have a revenue growth approximately 27% higher than the average for their industries. Their profit margins were also 20% above the average for their industries.

Redefining the US Health Industry

In the US, the adoption of digital health tech by companies like Pfizer, Moderna, and Johnson & Johnson resulted in the rapid discovery of drugs to combat new COVID-19 strains (using artificial intelligence). Moreover, the positive consumer response to digital ecosystems has led companies to adopt them fast. 

In August 2020, telehealth adoption rates by American adults increased to 36% (from the pre-pandemic rate of 11%). This indicates the willingness of the consumer market to engage businesses through their online channels as these benefit them too. 

Online channels such as telehealth are highly accessible and safe— unlike going to clinics or hospitals for a physical examination, especially when their illness doesn’t require serious medical attention.

There are also factors that fuel the adoption of digital ecosystems in the healthcare industry such as lower costs, accessibility for customers, and the renewed focus on positive patient outcomes.

Transforming the Consumer Goods Sector

Some companies make decisions based on estimates. Others on data. And those that lean towards the latter often see themselves in favorable positions.

One of these companies is The Honest Company, a consumer goods company that sells beauty and baby products. It’s a company founded by actress Jessica Alba and was valued at nearly $1 billion as of October 2017. And when it comes to company growth, to Alba, it’s all about data. 

​​“I love facts and data,” Alba told People (magazine). “So whenever there’s a naysayer with a laundry list of why everything shouldn’t happen, I love asking questions. ‘Oh really? Why couldn’t this work?’ And then you collect all the data that you need to come in and hit them over the head with it.”

Data has been essential in pivoting companies for growth, especially when the market is unstable and consumer behavior is unpredictable. 

What digital ecosystems do is allow businesses to streamline the collection of data about their customers. This lets them spot consumer trends and changes in purchasing habits. 

When companies are vigilant enough, they can reshape their business model to take advantage of new opportunities, as well as mitigate the risks emerging from an evolving market.

Empowering startups and small businesses

Successful startups are usually from humble beginnings. With enough determination and luck, many have grown into becoming unicorns that they are today.

But some companies don’t just rely on themselves nor on the vicissitudes of the market. They rely on the old adage “the customer is always right,” that they always make sure to collect customer feedback whenever they can.

Style Theory, ​​a Singapore-based fashion rental subscription platform, has now grown into a multimillion-dollar business because of a not-so-hidden secret— building a minimum viable product (MVP) first, testing, and iterating quickly in response to customer feedback.

The co-founders of Style Theory, Chris Halim and Raena Lim. Photo: CNBC

“The best way to launch anything is always do it simple with minimal scope, get it to market asap, then get customers’ feedback,” said co-founder Raena Lim.

“Based on customers’ feedback, you can then iterate and make it better. I think that’s a much better way to build something that customers will love,” she continued.

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What Does It Mean to Be Customer-Centric? Will It Pay Off?

2 min read

The word “customer-centric” is thrown around in a lot of boardrooms. But what does it mean to be customer-centric? And will it pay off?

What Is Customer-Centric?

Customer-centric is a strategy that involves creating the best experience for the customer for a meaningful, long-term business relationship. In this strategy, the customer is at the core of the business’s decisions and operations.

Providing a positive customer experience helps the business achieve customer satisfaction. Once the customer is satisfied, the chance for a repeat purchase is high. This behavior, when repeated, builds customer loyalty and drives sales results.

Overall, being customer-centric is necessary for companies especially when the business environment is competitive. It helps them distinguish themselves from the other brands. It also ensures long-term business success.

What you should know:

Customer-centric is a strategy focused on enhancing customer experience.

It helps businesses set themselves apart from the competition, drive down business costs, build customer loyalty, reduce customer churn, and improve overall sales.

Using technology is necessary to implement a customer-centric approach. It helps businesses run smoother workflows. It facilitates faster information exchange.  And it helps businesses generate insights faster.

Benefits Of Being Customer-Centric

Being customer-centric has multiple benefits to businesses. Here are a few:

Lower business costs

For businesses to drive sales, they must acquire new customers through lead generation tactics. But these tend to be costly. Spending on ads to gain a wider audience reach, giving discounts, or other promotional activities, to name a few examples, are expensive to run. 

Compared to having existing customers make repeat purchases to gain sales, lead acquisition tends to drive costs higher. This need to acquire new leads is eliminated when the business successfully runs on customers making repeat purchases.

Reduces customer churn

When customers are dissatisfied with a business, they tend to leave the business and choose the competition. This is wasted sales potential and is often measured by the rate of customer churn. Reducing customer churn improves sales performance, which, in effect, improves profitability.

When a business focuses on the customer experience, it ensures that the customer is satisfied with the service from the start of their journey towards the end of the sales process. This reduces the chances of customers churning. 

Builds customer loyalty

Aside from reducing customer churn, being customer-centric ensures that customers get to stay, make future purchases, and recommend your products and services to others.

Customer loyalty helps the business gain a wider reach through recommendations and referrals. For example, when a customer is satisfied with your product or service, they tend to introduce your brand to others on occasions when a need arises.

How to Be Customer-Centric

One of the popular ways to be customer-centric is to use a Customer Relationship Management (CRM) software. The software is designed to help businesses get to know their customers more, gain data and information, and craft a workflow that enhances their services.

CRMs are known to help businesses gather information about their potential and existing customers. They do this by using landing pages, for example, to prompt website visitors to fill out a form and get their contact information.

Or by providing feedback loop mechanisms that help customers smoothly provide feedback at strategic points of the sales process (e.g. when closing a deal or after the customer makes a purchase).

They can also help businesses tailor their content and send content via email automatically, based on a schedule. This is important especially when the business runs a drip email marketing strategy.

Learn more about drip email marketing here:

Customer-centric Through Tech

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How to Deliver an Experience that Your Customers Would Enjoy

2 min read

A successful online business does not settle with closing a sale. It goes beyond—  it makes customers fall in love with the business.

Customer experience (CX) is the top priority for many business professionals. The reason is simple: a good customer experience can help reduce churn and increase sales revenues. According to a report, 81% of companies that provide better customer experience were found to perform better than their competitors. 

More than that, customers are also willing to pay higher prices for better service. In fact, research noted that 86% of customers indicate their willingness to pay more in exchange for better experiences.

So let’s cut to the chase. How can companies deliver an experience that customers would enjoy? Here are 6 ways for you to take note of.

Six Ways To Provide Better Customer Experience

Let’s take a look at strategies that help create a great customer experience strategy. These are found to help improve customer satisfaction, reduce customer churn, and increase profits.

1. Create a goal

The first step that you should take in providing a better customer experience is to have a goal centered on, well, the customer experience. 

Have a vision and provide a set of statements that allow you to materialize that vision. These will be your guiding principles that will help shape your acts and decisions that would ultimately result in providing a better customer experience.

2. Understand your customers better

It’s hard to provide a better customer experience without understanding your customers first. To do this, gather data from them that reflects their needs, interests, and preferences.

And it’s not just enough to collect feedback. Make sure that their feedback is authentic. And you can do this by strategically placing a feedback loop mechanism at certain points of the buying process.

For example, allowing customers to provide feedback at the end of the purchase allows you to gauge their satisfaction with their purchase. You can also reward this behavior by providing incentives after every feedback given. 

You can also understand your customers— even from the start— by allowing them to fill out forms in exchange for lead magnets.

Learn more about customer profiling here:

3. Do it from the start

As mentioned above, gathering data can be done all throughout the buying process. And it includes the start of the buying process— when customers are still considered as leads.

Map the customer journey and experience— what do leads feel at the starting point of your engagement? What pushes them to take the next step? What generates and sustains interest? And what makes them stay as loyal customers?

Answering these questions through the lens of the customer (or the lead) allows you to correct certain workflows that do not provide an impact during the journey. It should also be highlighted that certain interactions need to be quick before customers lose interest.

Learn more about implementing quick, automated workflows here:

4. Empathize

They say that the best customer experiences are achieved when businesses create an emotional connection with customers. Emotions shape the attitudes that drive decisions— that’s why in mapping customer journeys, what customers feel should be taken into account.

When customers are engaged emotionally, they’re found to be more likely to recommend your business to others, repurchase, and even be less price-sensitive than those that weren’t emotionally engaged.

5. Manage customer expectations

To reduce customer churn, managing customer expectations should be done all throughout the customer journey. Many negative experiences are a result of unmet expectations, so managing expectations help shape the desired customer experience.

Right from that start, it’s suggested to determine what the customer expects from the company. Ask open-ended questions and check what the customer perceives from your business.

Questions like “what kind of results do you expect to achieve at the end of the day?” or “what’s your timeframe?” help businesses address expectations right from the start.

6. Assess and evaluate

At the end of the day, it’s all about data. Did your customer experience strategy produce results that you expect? Were they unsatisfactory? And to answer these questions, you’ll need to have data about your performances.

Using a Customer Relationship Management (CRM) software that generates data and insights in real-time helps you gain a better understanding of the customer experience. It also helps you make data-driven decisions so that, at the end of the day, you won’t be second-guessing what to do next to improve your customer experience strategy.

Improve Customer Experience Through Tech

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How to Effectively Use your Customer Data to Get Selling

3 min read

Selling your products all over the web has become more intense. Gone are the days where you can just aggressively put out vibrant ads and just put content out there. Now, customers expect companies to be more “consumer-conscious” and personalize the services according to what they want or need.

According to a survey, 91% of consumers say they are more likely to shop with companies or brands that provide offers and relevant recommendations. Another survey stated that 84% of consumers say that when businesses treat them like a person, not a number, it’s easy to win them over.

How can you start selling effectively to your customers?

Selling to your customers is not like sucker-punching like a mad man to get them to buy your product or service. For your business to sell well, you need customer data – a hefty amount of customer data.

Customer data enhances your customer understanding, and 88% of marketers can agree to that statement. Marketers use 66% of marketing data to make better and targeted offers, messages, and content. A study conducted by Forbes has also proven that companies who adopt data-driven will more likely have an advantage over their competition, increase their profitability, and be six times more likely to be profitable year-over-year.

Customer data is the key that unlocks endless possibilities for your business. That is why you need all the help you can get, and you can get that through social and web forms.

Tap the Potential of Customer Data through Social and Web Forms

We are all too familiar with web forms as we encounter them daily – almost. We can see them in landing pages, retail or e-commerce sites, or even websites. To fully tap the potential of your customer data, you will need to employ the power of social and web forms for your data-gathering efforts.

Web forms, such as contact forms, shipping forms, surveys, registration forms, and quizzes, are used for several reasons: either complete an order, keep an eye on your customer’s personal information, or obtain lead information. Web forms can also help marketers and salespeople increase conversions by guiding potential customers through their lead flow process.

This process happens when a “lead” visits your site and submits their personal information in return for something – like products, services, or free trials. Once a lead fills out a web form, it’s then sent to your respective servers for processing.

Why you should Create Web and Social Forms

Web and social forms allow you to gather and manage information quickly and efficiently because they’re usually embedded in your website, making it easy for your leads to give out personal information.

Once they (your leads) complete a form on your website, their information is automatically stored until it’s ready for use. Web forms are essential tools for businesses as they are used to obtain the information they need to perform customer-centric sales or lead nurturing activities.

Benefits of Web and Social Forms

Web and social forms, the primary function is to capture information from your prospects, customers, suppliers, and partners. To explain how these forms work, here are some of the benefits you can take advantage of from this functionality in your everyday work.

Save money on digital integration costs and reduce manual work.

Initiate communication with visitors to your webpage.

Automate your lead nurturing activities.

Ensure data quality.

Send relevant and better-targeted communication – marketing and sales-wise.

Collect GDPR-related consents.

The Role of a Digital Ecosystem

A digital ecosystem is a dynamic, interconnected network that compels reliable communication among its customers and partners. An ecosystem consists of an adaptive, connected network of features that give a holistic approach to streamlining business processes and efficiently managing customer relationships.

One of the best features of a digital ecosystem is building lead generation tools like that of forms inside the application to tap into its potential. A digital ecosystem, like Saphyte, can undoubtedly transform your web and social form experience in three ways.

Create Forms even Without Prior Technical Knowledge

You don’t have to know HTML or CSS to design, create, and publish customized web forms with Saphyte. There are plenty of templates to go around. All you have to do is choose a template, edit-as-you-go, and integrate the forms to your marketing channel of choice.

Importing Data with Ease is an Added Bonus

Web forms created via Saphyte allow you to free up more time and make better sales opportunities. The system itself automates the importing of customer data from websites or your Facebook page straight to your database, thus, removing the need to re-type the information into the CRM system.

Crucial Information at your Fingertips

Since Saphyte is designed to help your business build solid and meaningful relationships with your prospects and customers. The web forms are hooked into the system and allow you quickly get hold of any visitor’s details, eventually allowing you to start responding to and nurturing your leads automatically!

Saphyte’s Features to Get Your Hands On

Saphyte, just like any other digital ecosystem, is built with sales and marketing tools to make your business more streamlined, effective, and efficient. Here are some of the features you can use for that very purpose.

Web and Facebook Forms

Automate some of your manual tasks and capture data that truly matters to your business and your sales team. You can now maximize your landing pages or Facebook account with this feature.

Saphyte forms allow you to acquire vital customer intelligence as easily as 1,2 and 3. Making your acquiring, organizing, updating, and tracking customer intelligence easy and breezy. When done the right way, the data from your web forms can serve as the bridge to building out relevant and robust customer profiles and make way for personalizing content.

Landing Page Builder

Landing pages are the most incredible lead generation machines for your business. You can create pages and seamlessly store data to the system without the extra legwork. With templates that fit like a glove and a cost-friendly solution, you can now maximize the power of your landing pages and make cost-efficient lead generation efforts.

Centralized Data for Better Segmentation and Organization

With Saphyte, the security, segmentation, and organization of your valuable customer data is a bonus. You can now avoid facing a faceless audience and build meaningful relationships with your potential customer through quality data.

Key Takeaway

Selling in the digital space might require much legwork, but with the help of an ecosystem like Saphyte, you can do so much more.

Are you ready to effectively sell in the digital space?

Have a reliable digital solutions partner that you can rely upon. Contact us today to book a free demo or start your free trial now.

Book a Demo

Customer Profiling with the Use of Saphyte Forms

3 min read

So it’s another Monday in the office, you just sat down in your office chair, setting your steaming cup of coffee on the table, powered up your PC, and decided to check on your prospects. As you try to scour through names, emails, and numbers, you begin to realize that you don’t have a clue as to who your customers are or how to approach them.

Playing the assumption game is dangerous when you’re trying to sell to your customers. At the same time, assuming that all of your leads and prospects need and want your product is like expecting to see rain in the middle of a drought.

For your business to properly market, sell, and offer support to your customers, you need to understand the people that you’re selling to and really get to know them. You can do this successfully by building out customer profiles and developing an internal process for creating and auditing said profiles.

Well, what are Customer Profiles anyway?

A customer profile is a detailed description of your target audience. They differ from a buyer persona because customer profiles are not a fictional representation of your customers. These profiles consist of factual and actual information about your prospect’s demographics, their purchasing behaviors, preferences, customer service interactions, and more.

Everything you need to know about a group of customers is captured within this one description.

Customer profiling, on the other hand, is the process of identifying the characteristics of people who are most likely to avail or purchase your product or service and derive a lot of value from it. Along this process, you gather data that includes demographic, geographic, and psychographic characteristics, as well as buying patterns, creditworthiness, and purchase history.

How to create an effective customer profile?

The more refined your customer profile is, the more it can help your company find and attract more people that are likely to purchase your product, build more impressive features, develop stronger relationships with your customers, and put you on a better course for market dominance.

So, what are the steps involved in creating an effective customer profile? Here are 5 necessary steps you need to take in order to create an effective customer profile.

Focus on the business problem that you are trying to resolve.

Review your customer journey map again.

Understand your industry.

Build, analyze and iterate your customer personas.

Partner with software that understands your customer profiling needs right off the bat.

There are different ways to go about building your customer profile database. However, there is one way that might work for you and your business.

Introducing Saphyte Forms , your partner in building a reliable and accurate customer profile database.

What are Saphyte Forms?

Your customer interaction doesn’t start with the actual conversation itself. Customer interactions are more like the prep work before the actual act of cooking takes place.

In your business’ setting, before you do the actual talking, you need to get your customer profiles in shape. This is where Saphyte Forms come into the picture.

Forms is Saphyte’s newest addition to its ecosystem to make business and sales more streamlined and effective. Saphyte Forms allow its users to acquire, organize, update, and track customer information without having to switch from one platform to another.

This feature also allows you to automate some of your manual tasks and capture data that truly matters to your business and your sales team. Allowing you to stay on the pulse, gain real-time customer insights and build more customer relations opportunities for your business.

What are the benefits that Forms can bring to your business?

Accuracy is key for your sales team to perform better, and they can’t perform well if you give them subpar customer data. With this feature, you can build better, clearer, and more accurate data for your sales and marketing team to use.

There are plenty of benefits and added value businesses gain with Saphyte’s newest feature. Here are some of them.

Provides real-time updates of your audience needs, interests and objectives.

Data submitted integrates easily into workflow processes.

Saves effort and mitigates errors in capturing information.

Improves quality of submitted applications.

Minimal administrative overheads.

Improves customer experience.

How to use Saphyte Forms?

Using Saphyte Forms is a breeze and definitely sweat-free. You can tailor your forms according to the objective of your campaign. Some forms simply need a couple of data fields whilst others are more complex and incredibly useful for refining your customer profiles. Follow these steps and you’ll get there easily.

Open your Saphyte Ecosystem and drag and drop your form of choice.

Set up your relevant data fields. (Customize as you need)

Assign the form to your campaign.

Connect your form to a workflow.

And start capturing real-time data that matters to you, directly into the CRM ecosystem.

If you don’t have access to our ecosystem yet, you can sign-up for one today. Want us to take you on a tour of our ecosystem? Book a demo with us today.  

Wrap Up

Building your customer profiles shouldn’t be so tedious. With Saphyte Forms you can capture data that matters to you, build out your profiles and provide value where it really matters for your business.

Saphyte, bringing endless possibilities for businesses with a simple click.

Start your digital transformation journey today

Check out how we can improve your online journey as a real estate firm by clicking here.

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Your 2021 Sales Guide to Success

3 min read

Recovery from the pandemic varies from country to country. While some countries remain in strict lockdowns and suffer an economic slump, others, like China, are already poised for economic recovery.

What do you need to do in 2021 to succeed?

Summary:

Digital Transformation, including automation, is now more important than ever

Monitoring customer behavior using tools like CRM is essential to achieve “personalization” and provide exceptional customer service

It’s high time for omnichannel marketing

Digitalization required to succeed amidst tight competition

The Holiday Season for 2021 provides a spurt of growth to SMEs

Are you losing sales because of the pandemic? Are the changes in your business environment too fast that it’s hard to keep up? What should you do to succeed in 2021?

Here are a few tips from our experts.

Keep Up With the Changes — Undergo Digital Transformation

If it’s hard to keep up with the changes around you, it’s a sign that you need to undergo digital transformation.

What does digital transformation mean? It means adopting updated technology that allows you to identify trends, acquire data, and provide a service fit for what customers need and prefer today.

These “needs and preferences” will change over time which is why monitoring these changes is also equally important.

After identifying your business’s buyer personas, you have to make sure that your business model is shaped to adapt to them so you can provide an “exceptional service” that stands out among the competition.

Digital transformation has revolutionized the world in many ways. To thrive and survive amidst the global pandemic, 6 out of 10 businesses worldwide have accelerated their digital transformation plans, according to IBM, a multinational technology and consulting company.

A CRM improves your data-gathering mechanisms

Digital transformation lets you provide exceptional customer service

With the right tools and technology, you can provide a service like no other.

Customer experience is really, really, really important in 2021.

According to PricewaterhouseCoopers, 73% of customers cite “experience” as an important factor in their purchasing decisions, just right behind “price” and “product quality.”

Customer experience refers to how a business engages with its customers at every touchpoint—from marketing to sales to customer service and everywhere in between.

In essence, it’s the totality of all interactions a customer has with one’s brand — and how a customer feels about it. And CRMs can help a lot with this.

Using a Customer Relationship Management (CRM) software helps in collecting data from chosen sources automatically and organizing them in a manner that is meaningful to the user.

Some CRM software also automates the reporting of real-time data, while allowing for collaboration within the platform, so sales teams and decision makers can make strategic decisions right away.

When a company gets the work done as quickly as possible, it helps set the standard high in their respective industries—which gives it an edge over the competition.

Organizations that use sales tactics like this have also observed that speed is important in reacting to sudden market changes, which is what an organization certainly needs after the pandemic.

A CRM lets you run tasks automatically

Omnichannel marketing — not a want but a need

Unifying customer experience throughout your touchpoints comes along with the sales strategy of collecting data about every customer interaction

With the increasing adoption of technology to make purchases, qualified leads may come from different digital touchpoints. They will be making purchases using their mobile phones, browsing for products on their PCs, and etc.

Potential customers will no longer come from a single touchpoint. Instead, they will be funneled from e-commerce platforms or digital channels or from your different marketing channels to connect with your business.

Businesses, therefore, have to deliver a unified brand experience across digital and traditional channels and devices, monitor each touchpoint for continuous improvement, and spot opportunities to trigger purchase behavior among leads.

This results in better brand visibility, better data collection mechanism, and better synergy across departments and channels.

Digitalization to survive tight competition

More and more companies will be doing everything they can to get the most out of the recovery phase — digitalization will give you an edge

According to Deloitte, the ability to quickly respond to market changes will become a top marketing trend in 2021.

The pandemic-triggered recession makes it imperative for businesses to gain a “deeper understanding of the fluid state of the marketplace” which is why companies need to monitor quickly-changing customer needs and be able to “nimbly switch offerings” to react to these changes.

A CRM can allow you to track your marketing campaigns

Holiday Season 2021 — Growth Spurt for SMEs

The holiday season for the year 2021 will provide many rooms of opportunity for small and medium businesses. Getting the right tools and technologies will ensure growth at staggering levels.

The holiday season is the busiest season of the year. In 2020, the holiday season was expected to bring about a total of $755.3 billion to $766.7 billion in retail sales, according to the National Retail Federation (NRF). These numbers are expected to increase for the year 2021.

Only businesses that have undergone a digital transformation and are keen on improving the consumer experience will be able to take advantage of this recovery.