Customer intimacy: on the way to higher customer satisfaction
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Being unique, thanks to operational excellence alone is no longer enough. After all, the customer expects nothing less. Customer Intimacy, or knowing customers and entering into relevant and long-term relationships, is what it's all about. This lets you better anticipate their needs and ensures they enjoy a better service. Technology and information play a crucial role in creating a sustainable strategy, focused on improving customer satisfaction.
Customer Intimacy begins before someone even becomes a customer. Think of social selling or marketing automation: engaging potential customers with relevant information before the buying decision is made. Customers expect your employees to always have complete insight into their data, so that an efficient and effective relationship can be formed.
Tech trends around Customer Intimacy
Social Selling brings customers to you
Social selling is the process of developing relationships as part of the sales process. It often takes place via social networks such as LinkedIn, Twitter and Facebook. Social selling helps you to identify prospects, connect with them and expand your network, sharing valuable information with them at the right time.
Serve customers better thanks to data analytics
The challenge with data is translating it into useful insights and recommendations. Are customers with certain characteristics satisfied more often? How strongly do customer returns figures correlate with customer satisfaction?
The right information at the right time
You often have initial contact with your potential customers at an early stage of the purchasing process. How do you ensure that you keep in touch with them during the orientation phase and the decision-making process?
Mobility is an important factor
We are not just talking about the fact that there is a lot of work on smartphones. It is also about continuous access to data and relevant documents.