With all of the marketing tools out there that make it easy for any brand to get their message published online, things are getting crowded. However, with the innovative tools mentioned below, not only can you streamline your marketing process, but you can have interactions with more significant customer impact and less effort on the part of you and your team.
Each interaction with an account, even on a customer-to-customer basis, should be logged. An easy way to do that is by starting most interactions with an interactive service like a chatbot. However, not just any chatbot will cut it this decade.
Take, for example, the chatbot tools offered by Drift. This chatbot doesn't immediately sound like a bot. It is capable of taking a conversational tone with nearly any interaction you throw at it. That can help customers feel at ease.
If an interaction exceeds the capabilities of the bot, it can pass on to an available representative. This person can then supply a summary of the entire communication as well as all pertinent details.
While programs like these can be quaint, tools like Annex Cloud offer a lot more. A customer loyalty marketing platform in 2020 should allow customers to be rewarded for social shares and referrals. It should allow you to set up a referral or affiliate program so influencers can quickly get paid for the business they bring you.
All of this data should also be automatically logged and analyzed, providing you with insight into what's working and what's being ignored. Customer input and reviews, rewarded or not, should also be easy to manage with a tool like this.
If the comment is positive, this is a missed chance to engage and thank a loyal customer. If the feedback is negative, this is a missed chance to show that your brand cares about every customer and issue. With a tool like Mention, no online interaction about your brand or products is lost.
Further, a reputation management tool like this can also help you identify the people that are most responsible for the positive (or negative) representation of your brand and its products. This can help you develop collaborations and other marketing efforts with the best Influencers for your business.
One way to significantly improve a customer's experience is to make it smoother; another is to speed up the resolution process. Tools like Happyfox and Freshdesk make it easy for all team members to have access to the information attached to any ticket. With these tools, it's also easy to keep track of resolution times and see where any bottlenecks have formed.
However, more than 3 in 5 CMOs still feel unprepared to deal with all of the data they collect. They're unsure what to do with it, or if anything can be done with it. That's where Customer Data Platforms or CDPs, such as Mapp Cloud, come in.
Many of the tools listed above can either collect or interpret sales and customer data. Few devices can connect each of these disparate parts so that they work together seamlessly. As using more tech tools becomes the norm, other means will be needed to get them all to work together and provide a complete picture.
Read next: The Growing Demand For Data Scientists (infographic)
Account-Based Marketing Tools
In 2020, marketing efforts should be more targeted than ever before. Account-based marketing campaigns, with the right tools, will be easier to manage.
Each interaction with an account, even on a customer-to-customer basis, should be logged. An easy way to do that is by starting most interactions with an interactive service like a chatbot. However, not just any chatbot will cut it this decade.
Take, for example, the chatbot tools offered by Drift. This chatbot doesn't immediately sound like a bot. It is capable of taking a conversational tone with nearly any interaction you throw at it. That can help customers feel at ease.
If an interaction exceeds the capabilities of the bot, it can pass on to an available representative. This person can then supply a summary of the entire communication as well as all pertinent details.
Gamification and Loyalty Tracking
Many loyalty programs are stuck in the past. They offer one point per dollar and call it a day, or offer a set discount after a certain number of purchases, the digital equivalent of the old punch card.While programs like these can be quaint, tools like Annex Cloud offer a lot more. A customer loyalty marketing platform in 2020 should allow customers to be rewarded for social shares and referrals. It should allow you to set up a referral or affiliate program so influencers can quickly get paid for the business they bring you.
All of this data should also be automatically logged and analyzed, providing you with insight into what's working and what's being ignored. Customer input and reviews, rewarded or not, should also be easy to manage with a tool like this.
Customer Follow-Through Tools and Reputation Management
Another aspect of managing the customer experience that many brands aren't sure how to take care of involves the conversations people have online after purchase. For example, if someone tweets about your product, but not on or to your page, it may escape your notice.If the comment is positive, this is a missed chance to engage and thank a loyal customer. If the feedback is negative, this is a missed chance to show that your brand cares about every customer and issue. With a tool like Mention, no online interaction about your brand or products is lost.
Further, a reputation management tool like this can also help you identify the people that are most responsible for the positive (or negative) representation of your brand and its products. This can help you develop collaborations and other marketing efforts with the best Influencers for your business.
Re-Organized Customer Support Tools
3 out of 4 customers consider their customer service experience to demonstrate how much they mean to a brand. A poor customer service experience is one of the top reasons a customer will abandon one brand and adopt another, even if they've been loyal for years.One way to significantly improve a customer's experience is to make it smoother; another is to speed up the resolution process. Tools like Happyfox and Freshdesk make it easy for all team members to have access to the information attached to any ticket. With these tools, it's also easy to keep track of resolution times and see where any bottlenecks have formed.
Tools That Connect – Unified Data with CDPs
Today, any company looking to gain a competitive edge, or even stay in the game, needs to collect data about their customers, products, and all sales efforts. Then this data needs to be analyzed and put to use.However, more than 3 in 5 CMOs still feel unprepared to deal with all of the data they collect. They're unsure what to do with it, or if anything can be done with it. That's where Customer Data Platforms or CDPs, such as Mapp Cloud, come in.
Many of the tools listed above can either collect or interpret sales and customer data. Few devices can connect each of these disparate parts so that they work together seamlessly. As using more tech tools becomes the norm, other means will be needed to get them all to work together and provide a complete picture.
Read next: The Growing Demand For Data Scientists (infographic)
