Relevancy is what really matters to customers. Think of it as the key word for describing any CX you provide, and learn the four tips for achieving it.
1. Be reactive in real time.
People may not be actively looking for support even when they want it. Therefore, your task is to be reactive, and have staff in place to monitor social media and address all the problems or doubts voiced by consumers in due course.
Consider reactivity as a mobile concept, for a huge part of social networking is now happening on mobile.
2. Make the most out of customer location information.
Probably, there is little new here, as location relevancy is a widely adopted concept. It is only worth noting that mobile technology is integral for providing customers with relevant experience depending on their location.
Consider Scrabble’s example of being relevant due to smart usage of customers’ location data. By providing free Wi-Fi in certain locations in exchange for easy and enjoyable interaction with the brand, they both stressed the brand features and provided a great CX.
3. Have a mobile app work as the best solution in certain occasions.
Your mobile application can provide a great customer experience, too, as long as it is easy to use on the go and cutting out unnecessary actions like repeated entering of payment details on a website. This is the way of achieving circumstantial relevancy (providing users with relevant experience in certain occasions).
4. Provide relevancy based on customer behaviour.
A great customer experience based on user behaviour analysis can include anything from retargeting, paid search ads and automated emails to the internet of things. However, it may be pretty hard to provide relevancy of this kind, because people’s behaviour is usually something regular and customary, and it takes an invention of something really exciting to break the habits accustom the new kind of user experience.
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