Over the decades, even centuries, and with improvements and efficiencies enabled by technology, one thing hasn’t changed:
The best customer experience always wins.
Not the best product or service, but the best customer experience. And even with new technology, the foundations for a good customer experience remain the same: courtesy, respect, integrity, and delivering on your brand promise.
Raising the bar on customer experience is key to fostering a sense of brand loyalty. In the digital age, competitors can be reached with a simple search and a click of the mouse. They may have some common factors in what they offer to their potential customers, but do they all prioritize customer experience? More than likely not: Kampyle, a company focused on customer feedback solutions, states that 87% of customers think that brands should put more effort into providing a consistent experience.
Effective targeted customer communications should be customized for the person receiving the message; and the communications should be helpful. Knowing this can mean the difference between delighting a customer or annoying them.
And, targeted communication has to be personal. This basic exchange of courtesy might seem obvious, but you’d be surprised at how many companies miss the mark. According to Bain & Co., while 80% of companies claim to deliver a superior customer experience, only 8% of their customers would agree.
It’s clear that a great customer experience encompasses both the quality of the product and the process of doing business with an organization.
We’ve created a way for NetSuite users to automate the process of sending personalized, customized, and valuable communications to customers, partners, and even prospects. And yes, they’re delighting them.
Notifications for NetSuite can automate communications across the organization. A few examples include:
Here’s the truth: brand loyalty is no longer wholly derived through delivery of a quality product. Customers are savvy enough to expect good communication from their service providers, but excellent targeted customer communication is the defining difference between satisfaction and loyalty.