In the current competitive marketing world, augmenting customer experience (CX) is the real challenge. However, a vital need to build a sustainable business. With business analytics, CX leaders are gaining insight into the market scenario and developing customer loyalty.
In this article at Marketing Proofs, Mark Smith explains that there is a hidden vacuum between existing practices and tangible CX needs.
Existing Opportunity in the Gap
If you monitor closely, there is a significant opportunity that exists in the gap. To take advantage of the real opportunity, organizations must offer a personalized experience to the target audience. If done appropriately, the tailored experiences improve customer relationship.
Smart Ways to Get There
Map the overall customer journey and adhere to the LUDA (listen, understand, determine, and act) framework. Here is how to work it out:
- Observe the customer behavior. Make notes or collect data while breaking down the existing silos to create a comprehensive strategy to fine-tune existing processes.
- Understand how real-time data enables you to upgrade your ideas and quickly respond to customer behavior with a fresh approach.
- Determine the next step by embracing cross-channel initiatives to integrate refined customer experience. Use automation tools to address customer queries and initiate email notifications to keep the customers informed.
- Make plans to offer bespoke customer experience and validate them with suitable actions. Also, document all the actions and outcomes for future assessments and constant developments.
When it comes to customer experience, there is always room for innovation and expansion. By initiating personalized experience, data gathering becomes easier and more accurate. Click on the following link to read the original article: https://www.marketingprofs.com/articles/2020/42372/the-cx-gap-how-we-got-here-and-how-you-can-close-it