ENGAGEMENT
Maximizing Customer Lifetime Value with Personalized Loyalty Program
With the digital ecosystems in place, businesses and customers are now connected 24x7. Which means that engagement happens at any point, in any manner, and at any time. Linear customer journeys made up of just a few major transactions, are now being replaced with omnichannel customer journeys, which are made up of multiple, ongoing interactions. When these daily interactions are personalized to match customer preferences, they can translate into positive customer experiences, desired engagement, and loyalty. Personalization is all about understanding the customers’ individual preferences and delivering more relevant products, services, and experiences. This understanding comes from customer data which is accurate and abundant. While first-party data can provide decisive insights into customer preferences, it is not as intimate as zero-party data that customers can willingly share. And this is why, when we talk about personalization, we talk about the effectiveness of loyalty programs at delivering personalization, for individual customers and across customer segments.
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ENGAGEMENT
Evolution from Multichannel to Omnichannel CRM
An omnichannel strategy essentially outlines how a business intends to offer a seamless and connected customer experience across multiple channels like app, in-store, website, social media etc.
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ENGAGEMENT
Ace Your CRM Strategy Test
According to CMO’s 2018 Highlights & Insights Report, today’s customers rate customer service as the most important factor they consider before choosing a brand/product.
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