{"id":16633,"date":"2018-12-12T09:44:18","date_gmt":"2018-12-12T16:44:18","guid":{"rendered":"https:\/\/www.fullcontact.com\/?p=16633"},"modified":"2022-12-19T04:47:36","modified_gmt":"2022-12-19T11:47:36","slug":"use-context-customer-care-communications","status":"publish","type":"post","link":"https:\/\/www.fullcontact.com\/blog\/customer-experience\/use-context-customer-care-communications\/","title":{"rendered":"Use More Context in Your Customer Care Communications"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">In the Age of the Customer, companies are working to gain a competitive edge in their industries and finding new ways to level up their approaches to customer communications. While segmenting and personalizing your marketing efforts for prospects can help move the needle in the right direction, it won\u2019t be enough to keep current customers engaged in the long run.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Consumers have high expectations of personal support and demand a seamless experience when interacting with companies across multiple channels. Brands who invest in multichannel customer experiences will be able to retain customers and encourage consumers to become advocates. In fact, there is\u00a0<\/span><a href=\"https:\/\/www.conversocial.com\/blog\/the-top-5-customer-service-stats-and-trends-for-2018\"><span style=\"font-weight: 400;\">92% retention among <\/span><\/a><span style=\"font-weight: 400;\">companies with a well-crafted customer service approach. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">The competitive differentiator for brands looking to implement this kind of customer care and retention strategy is <\/span><a href=\"https:\/\/www.fullcontact.com\/what-we-do\/identity-resolution\/\"><span style=\"font-weight: 400;\">identity resolution<\/span><\/a><span style=\"font-weight: 400;\">. Identity resolution provides a complete view of any person, across platforms and channels, with both personal and professional dimensions, for a true understanding of the person behind the data.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Consider this: acquiring a new customer is <\/span><a href=\"https:\/\/www.invespcro.com\/blog\/customer-acquisition-retention\/\"><span style=\"font-weight: 400;\">five times more expensive than retaining<\/span><\/a><span style=\"font-weight: 400;\"> an existing one, but customers are getting harder to keep track of across internal silos and external channels. Identity resolution can connect data fragments, from inside your organization and with publicly available data, to enable exceptional customer experience throughout their lifecycle.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Using identity resolution, you can create a customer care experience that enables your company to:<\/span><\/p>\n<ul>\n<li><b>Provide<\/b> real-time customer care on a one-to-one level<\/li>\n<li><b>Engage<\/b> customers on the platforms they prefer<\/li>\n<li><b>Assess<\/b> the social, transactional and relationship history for individual customers<\/li>\n<li><b>Recognize<\/b> and engage with influencers across channels<\/li>\n<\/ul>\n<h2>Maintain Relationships Across Platforms <span style=\"font-weight: 400;\">\u00a0\u00a0\u00a0\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Your customers\u2019 data syncs across systems inside your organization for better segmentation, personalization and precise messaging for your audience. You can engage and communicate with customers and potential customers on the platforms of their choosing and provide consistent experiences as they move from channel to channel. For brands, a presence on multiple channels is paramount, considering that <\/span><a href=\"https:\/\/marketingland.com\/sales-chat-needs-part-multi-channel-strategy-188269\"><span style=\"font-weight: 400;\">62% of consumers<\/span><\/a><span style=\"font-weight: 400;\"> who engage their favorite brands on 10+ channels make weekly purchases.<\/span><\/p>\n<h2>Keep a Human Element to Customer Interactions<\/h2>\n<p><span style=\"font-weight: 400;\">Consolidated customer data can help you create amazing customer experiences on multiple channels and deliver a personal interaction that reminds your customers how much you value them. In crowded, competitive markets companies continue to work hard for the attention and loyalty of their customers. While automation has helped marketing efforts scale, \u00a0<\/span><a href=\"https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/future-of-customer-experience.html\"><span style=\"font-weight: 400;\">59% of all consumers<\/span><\/a><span style=\"font-weight: 400;\"> feel companies have lost touch with the human element of customer experience. With identity resolution at the crux of your customer data, you can bring social, transactional and relationship history for every individual in your database into your interactions. You\u2019re not treating all customers the same \u2014 with the context of your customer as a whole person, you can provide a higher level of customer care and communicate on a one-to-one level. <\/span><\/p>\n<h2>Activate Your Brand\u2019s Advocates and Influencers<\/h2>\n<p><span style=\"font-weight: 400;\">Using insight into the complete profile of your customer, you can identify and engage with influencers and VIPs within your database. While using celebrities to promote your brand can provide some ROI, in the current Age of the Customer, <\/span><a href=\"https:\/\/www.zdnet.com\/article\/study-shows-non-celebrity-influencers-are-10-times-more-likely-to-drive-in-store-purchases\/\"><span style=\"font-weight: 400;\">\u00a070% of millennial consumers<\/span><\/a><span style=\"font-weight: 400;\"> are influenced by the recommendations of their peers in buying decisions. Recognizing these influencers and creating brand advocates within your current customer base can fuel authentic promotions to prospects. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Identity resolution and identity-based marketing efforts can help you achieve the level of authenticity that brands are struggling to reach. Learn <a href=\"https:\/\/www.fullcontact.com\/what-we-do\/\">how to create an engaging customer experience<\/a> using deep audience attributes in your marketing efforts.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In the Age of the Customer, companies are working to gain a competitive edge in their industries and finding new ways to level up their approaches to customer communications. While segmenting and personalizing your marketing efforts for prospects can help move the needle in the right direction, it won\u2019t be enough to keep current customers [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":16634,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_improvement_type_select":"improve_an_existing","_thumb_yes_seoaic":false,"_frame_yes_seoaic":false,"seoaic_generate_description":"","seoaic_improve_instructions_prompt":"","seoaic_rollback_content_improvement":"","seoaic_idea_thumbnail_generator":"","thumbnail_generated":false,"thumbnail_generate_prompt":"","seoaic_article_description":"","seoaic_article_subtitles":[],"footnotes":""},"categories":[566,97],"tags":[],"class_list":["post-16633","post","type-post","status-publish","format-standard","hentry","category-resource","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast 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