How Brands Benefit from Connected Customer Experience?

All your teams have a shared vision to deliver a great experience, retain customers, build loyalty, and boost revenue. However, with departments seeing partial customer data, there is a lack of alignment in CX strategy and, therefore, a visible gap in customer experience. 

Creating a connected customer experience environment within the organization with an omnichannel platform helps align every department. It encourages collaboration to strategize how every department can deliver the exact same experience to each customer. 

A connected customer experience within an organization leads to delivering an exceptional experience to the target customers. Let’s look at the advantages of creating a frictionless ecosystem within the organization. 

Create a holistic view of customers & deliver personalized experiences: 

The CX team has data on surveys and feedback, the analytics team has visibility of customer journey, and the call support team understands customer’s queries and complaints. Integrating customer data from all fronts, including the historical data from your CRM, can help you create a 360 view of your customers. 

A consistent and cohesive view of customer data across their lifecycle allows teams to utilize the insights and create hyper-personalized engagement and experience. Your organization can send personalized messages, recommend relevant products, and deliver proactive services at the right time. 

Empower CX decisions: 

It is not only the CX team responsible for delivering an exceptional customer experience. However, it is true that your CX team has the most potential to gather feedback from customers from multiple channels and analyze the data to highlight the gaps in customer experience. 

Sharing the insights with other teams allows the organization to make informed, data-driven decisions. Leverage customer comments and experience analytics to translate them into actions. Teams can apply proper methodologies and adjust strategies to ensure customers receive cohesive engagement across every channel and enjoy a connected customer experience despite using multiple devices/channels. 

“Voxco Online has helped us deliver our Grocery Pickup service in a way that truly builds on our customers’ feedback and needs.” – Bonni Poch, Manager, Online Customer Experience, Walmart Canada. 

Walmart used Voxco Online to gather key customer feedback & improved their Grocery PickUp Services. The brand saw improvements on three fronts –

• Improved communication process. 
• Better customer satisfaction team training. 
• Increased product variety. 

Capitalize CX data: 

With an integrated view of customer experience, you can meet & exceed customer expectations at every touch point. Whether they share an opinion on a product or feedback on the promotional communications they receive, by creating a connected customer experience, the relevant team can step up and close the loop with every customer. 

A holistic view of CX enables the team to receive the right insight at the right time and take action to resolve any issues. Your organization can show the buyers and the non-buyers how you deliver on the brand promise. The marketers can show customers that they are listening to customer concerns and taking action to make their experience a breeze.