Three steps to improve customer experience

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Customer experience , on the basis of which customer loyalty is formed, is the history of the complex interaction (both online and offline) of the client with the brand during the process of choosing, purchasing, using the product, as well as everything that he (the client) associates with it (the brand).

This story can be completely manageable, and the company's task in this case is to improve the customer experience at every stage of the sales funnel.

How can this be done?

For example, by using personalization, working with feedback from customers, and following relevant marketing trends.

Let's look at everything in order.

1. Personalization and automation = careful handling of contacts
More than 347 billion emails are sent and received worldwide ukraine consumer email list every day (according to Statista ).

At the same time, the average open rate of letters is only about 18% (to see the statistics, you need a VPN). Of course, this indicator varies and depends on the business sector, content quality, audience, seasonality and a dozen other indicators.

Therefore, every contact with your audience, potential and existing clients, must be carefully verified: what the subscriber should receive, at what point and how often we can touch him at all.

To do this, we recommend building all communications with the audience based on customer journey analysis (CJM), which will help you segment your customers as accurately as possible, understand their interests and needs, and package this into specific steps.

The most important thing here is personalization of contacts with the user.

Gone are the days when you could send one offer to the entire base: such a letter will go unnoticed or will result in an unsubscribe. In addition, a satisfied customer is not only direct repeat sales, but also recommendations. Therefore, the funds you spend on touching the current base are your investment in the future.