Track Loyalty and Satisfaction and Identify Opportunities To Improve CX
Opportunity Measure customer loyalty and satisfaction while identifying opportunities to improve the customer experience. Example Send follow-up emails after a purchase asking about the customer’s experience. Incorporate net promoter score (NPS) questions into customer service interactions. Value Get valuable insights into customer sentiment and loyalty, identify areas for improvement, and increase customer retention and revenue.
Enable Word-of-Mouth Growth Through Referrals
Opportunity Encourage existing customers to refer friends and family to your brand, leveraging word-of-mouth marketing to acquire new customers in a cost-effective way. Example Offer 15% off the next purchase for both the referrer and new customer. Value Support your ongoing acquisition and activation strategy with a win-win campaign that creates organic, healthier, and longer-lasting […]
Employ Surveys To Get Customer Feedback on a Service or Product
Opportunity Use feedback surveys following key engagement moments (e.g., post-onboarding, after first purchase) to capture customer sentiment about your brand, service, or product. Then, using these insights, take a data-driven approach to prioritizing future enhancements that keep customers coming back. Example After a first purchase, send an email (e.g., “Your new eye shadow palette has […]
Improve App Engagement With In-App Offers
Opportunity Display exclusive offers and incentives via mobile app to increase usage. Example “Take advantage of our app-only offer — 10% off your next purchase, valid until Friday!” Value Motivate users to use and make purchases from the app, improving app usage and increasing conversions.
Send Back-in-Stock Alerts Based on Customers’ Favorite Items
Opportunity Deliver an automated, personalized notification to inform customers when an item they’ve favorited is back in stock. Example “Our yellow floral summer dress is back in stock! Get it before it’s gone!” Value Drive customer loyalty by bringing attention back to products in an effective way and avoid loss of purchase.
How AI in Customer Engagement Transforms CX: 5 Proven Strategies
While it might seem like artificial intelligence should stay out of customer service, it’s actually a major advantage for creating great customer experiences. Human interaction is still important, but today’s shoppers expect brands to know their needs and respond quickly and accurately — something AI excels at. AI-powered personalization tools can help identify and meet […]