Today, the way your company cultivates connected experiences for customers may be worth evaluating. Salesforce’s latest State of the Connected Customer report highlighted cultivating cohesive and connected digital experiences as an up-and-coming trend shaping the future of customer engagement.
Customer experience is definitely a key differentiator for reaching and keeping customers. As such, it’s a great area to keep a pulse on and to continuously improve as expectations increase. The connected consumer values their brand relationships and experiences. Studies have found that customers view their experience as being just as important as the product or service provided.
The Increasing Expectations For Customer Experience
66% of customers say that they feel like companies treat them like a number. Thus, customers hope for companies to show them that they see them as unique individuals. They also expect that unique treatment regardless of the communication channel that is used. Additionally, customers want companies to understand how and where they want to engage.
A truly connected customer experience will set a company apart. It brings customer touchpoints and data together across the organization in a noticeable way. Every team and every system is synchronized and aligned when it comes to engaging with customers.
Cultivate Exceptional Connected Experiences
Exceptional connected customer experiences require action. So, what steps can you take to build and create these experiences for your customers? By utilizing cross-channel strategies to deliver consistency from all individuals contributing to the customer experience, you will be one step closer to serving up the unique experience customers crave.
Eliminate Silos to Prioritize Consistency
Integrated customer experiences aren’t created from siloed data. Prioritize your customer by organizing your data architecture around them and give your team a 360-degree view. When your customer data comes together, you can eliminate disconnects between departments and start providing a consistent, personalized experience. Without fragmented customer support, customers will feel more like a valued individual and less like a number.
Bringing your data together also takes a heavy burden off of your team. The more you integrate your CRM and other systems to make data accessible from one central location, the more productive your team can be. Giving team members that time back allows them to be more focused on providing the top-notch service customers seek. Plus, 83% of customers say they’re more loyal to companies that provide consistency across departments. Ditching silos in favor of consistency is a big win-win!
Leverage AI for Improved Connectedness
Leveraging the AI features in Salesforce Service Cloud can assist your team in (ironically enough) better humanizing digital customer experiences. Features built into calling systems or live chat pull data from past experiences with a customer and their preferences to help service agents provide a more personalized experience.
Salesforce Makes It Possible
Salesforce provides companies with the tools needed to cultivate connections with customers and provide a seamless customer experience. The ability to turn massive amounts of customer data from across systems and departments into actionable solutions is truly a game changer for your customer experience.
WhiteRock Brings It All Together
Partnering with a team of Salesforce experts that you can trust and count on allows you to feel confident that your customer data is properly integrated into a single source of truth. We bring our knowledge of marketing and sales flows, digital transformation, and what “parts to order” for your business into this partnership. At WhiteRock, we take the time to understand your needs, and map out a plan to implement the right solution.
As your organization changes over time, you have us to keep your system aligned. We support you and set you up to exceed your customers’ expectations.
WhiteRock has the experience needed to help fine-tune your complex processes through highly accountable change process flows related to improvements in your CRM and related systems. Reach out to us at learnmore@whiterocktech.net or via the form below!