You're looking to boost customer engagement for your CX projects. What tools should you use?

It is important to create a channel where only information flows from all the media where the business is visible, then standardize the forms of responses and times as well as the acquisition and prospecting of new clients. Then follow up to ensure the quality of this segment focused on agility and customer service.

Bien évidemment,on ne peut améliorer quelque chose qu'on ne connait pas . Dans l'optique d'améliorer l'engagement client, avant le choix d'action ,il est important d'utiliser les outils de cartographie du parcours client afin de déceler les émotions ,impressions et susceptibilités du client. Il permettra d'améliorer ce parcours et l'adapter de plus en plus aux besoins du client.

Customer Relationship Management is a vital tool for centralizing and managing all customer interactions. It provides a comprehensive view of the customer's journey, from initial interactions to the most recent ones. This includes purchase data, support interactions, preferences, and more. Quick access to detailed customer information enables teams to deliver more personalized and effective service, contributing to an enhanced customer experience.

ahhh le parcours client, où il commence déjà : en tant que prospect et où il se termine (même après la fin d'un contrat ?) Quels sont les canaux de contact ou de visibilité de la marque? Quelle est l'engagement de la marque et donc quels sont les indicateurs à mettre en face. C'est un bon début déjà :)

Customer journey mapping is crucial for identifying and understanding a customer's interactions and touchpoints with your product. If you can analyze what's working and what's not, you can take a more proactive approach in fixing these issues so that the customer's experience and engagement improves. You can also add more personalized communication that meets their specific needs at the right time in their journey.

Customer engagement is an important part of customer journey mapping.SurveyMonkey and other survey tools can be used to engage and gather feedback directly from customers, which provides valuable insights. Use survey tools to collect opinions, preferences, and suggestions, helping you understand customer needs and expectations.

Survey tools are indispensable for gauging customer satisfaction and collecting valuable feedback. These tools offer a dual advantage, providing both quantitative and qualitative insights into customer opinions, preferences, and expectations. When choosing a survey tool, prioritize features like customizable and mobile-friendly survey design, diverse question types, and logic options for tailored surveys. Opt for tools with flexible distribution channels such as email, web, social media, or SMS. Real-time reporting and analysis capabilities are crucial for monitoring results promptly. Integration with other tools and platforms ensures seamless automation of workflows. Drawing from personal experience, platforms like SurveyMonkey and Ty

Si vous posez des questions à vos questions à vos clients (ou prospects) 1 assurez vous que vous n'avez pas déjà les réponses dans les échanges qu'il a avec vous 2 répondez lui que ce soit positif ou négatif en vous engageant sur des actions, voir de lui prouver ces actions d'améliorations - car d'écoutes

With survey tools, you can collect actionable feedback directly from your customers. This feedback can tell you areas that are a success vs. areas that need to be improved so you can make informed decisions. You can also use surveys to create more personalized content and communication that is relevant and timely. Surveys show customers that you and your team/company care about what they think and are committed to improving their experience with your product and service.

Gosto de testar rápido e sem custo, para isso dá pra usar o Google Forms + SMS/WhatsApp; uma vez que valide o formato dá pra migrar para o SurveyMonkey com disparos por e-mail. Em ambos dá pra acompanhar via dashboards, ponto de atenção que no Google Forms os painéis terão que ser construídos do zero utilizando o Google Planilhas (necessário conhecimento intermediário).

On nous fait rêver avec l'IA sur des outils d'analyse des verbatims, du speech to text mais comment bien comprendre les subtilités de la langue française, le sarcasme. Et si on revenait aux fondamentaux, comprendre les principaux motifs d'insatisfactions, les gérer et laisser les humains gérer les émotions?

Uma ferramenta super legal e efetiva é o Comitê de Clientes. Já implantei alguns e todos foram muito bem sucedidos em levar informações críticas para os executivos, bem como em humanizar a gestão e priorizar investimentos.

Analytics tools play a pivotal role in understanding and optimizing customer experiences across digital channels. These tools empower businesses to track and measure customer behavior, providing valuable insights into how users discover, engage with, and utilize products or services. Understanding factors influencing retention, loyalty, and advocacy is essential for refining CX projects. When choosing an analytics tool, prioritize features such as seamless and accurate data collection, customizable dashboards, and reports for a comprehensive view.

Comunidade Não subestime o poder de uma comunidade bem gerida! Crie comunidades de clientes com diversos propósitos: promotores, clientes antigos, clientes que já não são mais clientes e por aí vai! Pela minha experiência, posso afirmar que as pessoas ficam mais a vontade com outras pessoas que possuem propósitos parecidos.

P2: Advanced segmentation and filtering options enable a nuanced exploration of data, while behavior and funnel analysis pinpoint drop-off points and opportunities for enhancement. Integration capabilities with other tools and platforms further enrich data and facilitate cohesive actions. By leveraging these analytics tools effectively, businesses can uncover customer needs, goals, and pain points, creating a foundation for continuous improvement and delivering enhanced value to their audience.

Yo sugeriría incentivar la participación del cliente mediante recompensas como descuentos exclusivos o programas de lealtad. Las encuestas interactivas, eventos exclusivos y gamificación. Fomentar la creación de contenido co-creado, establecer comunidades en línea y personalizar experiencias. La transparencia y respuestas abiertas refuerzan la confianza. Estas tácticas combinadas generan un ambiente propicio para la participación activa y valiosa del cliente.

Communication tools play a crucial role in fostering timely, personalized, and consistent interactions with customers. These tools not only establish trust and rapport but also offer avenues for providing support, guidance, and gathering valuable feedback. Importantly, effective communication tools contribute significantly to customer engagement, creating meaningful interactions that elevate CX projects. When selecting a communication tool, prioritize features like multichannel and omnichannel capabilities, ensuring communication on preferred customer channels. Automation and personalization options facilitate scalable yet customized messaging.

P2: Robust conversation and ticket management streamline organization and tracking of customer interactions, while chatbots and live chat ensure instant and interactive responses. Integration with other tools and platforms enhances synchronization and leverage of data, creating a seamless communication ecosystem for optimized customer experiences.

Consider using customer journey mapping, surveys, analytics, and communication tools to enhance your customer experience. Customer journey mapping tools can help you identify key moments, emotions, and actions that influence your customers' decisions and satisfaction. Survey tools can be used to collect valuable feedback from customers, providing both quantitative and qualitative insights into their opinions, preferences, needs, and expectations. Analytics tools can help you track and measure your customers' behavior and actions on your digital channels.

Boosting customer engagement is vital for advocacy, retention, and reducing churn. Engaging customers can be difficult; especially when there's no prior relationship. A useful tool for customer engagement is Customer Relationship Management (CRM) tools enable personalized communication, track customer preferences, and help identify engagement opportunities. Typical examples are Zoho and HubSpot CRM.

Boosting engagement in your projects, in my view, is a multifaceted approach that centres around deeply understanding and continuously enhancing the customer journey. You'd need to meticulously map out every interaction point the customer has on the platform, from initial awareness through post-purchase support. Along with this, it's essential to leverage a combination of quantitative and qualitative data. Have open communication channels where customers can engage with the platform and build community forums. Try some innovative methodologies viz. AI, Predictive CX etc. to create more personalised and efficient experiences. Boosting engagement requires a strategic blend of data-driven insights, innovative tech and strong CX Culture!

The Content Supply Chain streamlines the journey from content creation to distribution. It ensures that intelligent content - which is dynamic and adaptable - reaches the right customer at the right time, enhancing personalization and engagement. A DAM platform serves as the backbone of this supply chain. It centralizes all content, allowing authors to create and repurpose assets efficiently, ensuring brand consistency and reducing time-to-market. Moreover, the journey orchestration component of the supply chain tracks customer interactions across various touchpoints. This comprehensive view enables businesses to craft cohesive and contextually relevant experiences, a key differentiator in managing CX in today’s competitive landscape.

All of the above is good at an entry level but I would recommend taking it further. Instead of a simple Customer Journey map which focuses on front stage, consider extending the tool out to an experience blueprint or service design that encompasses front stage, back stage and system architecture. I would also take it one step further and include Customer Job Maps as part of the design. This will involve additional research but is an excellent tool for really understanding the situation from customer centric view. It is also an excellent way to get Product and Care Teams really aligned with customer centric approach.

L'observation des interactions entre prestataires de services et clients révèle souvent un déséquilibre émotionnel, où le personnel peut paraître blasé tandis que les clients attendent une expérience personnalisée. Cet écart souligne l'importance du mindset, crucial pour offrir un service de qualité. Dans des domaines tels que la santé, la restauration, l'hôtellerie et le transport aérien, maintenir une attitude positive et axée sur le client est essentiel pour répondre efficacement à leurs besoins et assurer leur satisfaction, bien avant de considérer les détails de l'interaction ou même les softskills…