In 2020, people expect brand interactions to be focused on their needs. In fact, customers now value personalization more than price, so your company must treat your customers as individuals. With a CCM platform, you can leverage the key features required to humanize the interaction with your clients. Find out how in our infographic covering 9 ways you can personalize customer communications with CCM:
Use a Comprehensive CCM solution
Use one comprehensive customer communications management solution, rather than a hodgepodge of different solutions tackling individual issues, all trying to work together to create personalized communications. Using several solutions for CCM is inefficient and more expensive, and it is far more difficult to align your brand tone across several channels.
Once you have your CCM solution in place, you can use it to seamlessly pull information from multiple data sources – not only contact information, but also transactional information and complex data.
You can deliver this data in a digital format and make it interactive so that your customers can choose what they want to access. Interactive documents can help you improve customer engagement and build personalized communications for your customers. Leverage simple documents to provide a digital experience.
Another important step is automating the customer journey because it relays both the strengths and the friction points that customers come across as they interact with your brand. Taking this extra step to get closer to your customers will help understand what they appreciate, but also what they need from the interaction and what you should change to give them a better experience. This should be the foundation of the personalization process.
Adapt Communications to Customer Demands
All customers expect to receive personalized communication, but their preferences are very different. For instance, most millennials prefer self-service and digital interaction while many Boomers would rather receive documents in the mail and deal with things in-person. Providing a good experience means that you have to be ready to meet the needs of both.
On the other hand, you should refer to all of your customers by name, not by account number. Even arid documents like invoices and notices can help build a connection with your customers when you add a personal touch to them.
In terms of when and how the interaction takes place, let your customers choose for themselves. Give your customers the option to choose the best time, format, and device for communicating with them. They can select to receive documents by email, SMS, or traditional mail and adapt communications to their schedule. Your customers can personalize their experience with your brand!
As for tone, millennials appreciate an informal approach to customer communications, while boomers prefer a more detached and formal tone. You can use CCM software to adapt the language, style, and tone to create both traditional and modern documents and build a personalized experience for your customers.
Go the extra mile for your foreign customers. Your client base is international, and if you want to offer your customers personalized communication, then you have to be ready to communicate with them in their language as well. You must offer them the option to receive documents in their language.
Provide High-Quality Communications
Some customers prefer accessing their documents on their laptops, while others use phones or tablets. All of your customers must get the best possible experience, regardless of the device they use. Don’t serve documents in the same format across all channels because it is only beneficial for part of your customer base. Instead, leverage versions of the documents that are adapted to the specific device they are accessed from. This will improve the experience for all of your customers.