In the Fourth Industrial Revolution, your customers are more connected than ever. And it’s become more of a challenge for businesses to meet customer expectations. To create memorable customer experiences, you need to exceed expectations — be proactive, anticipate needs, and provide engaging experiences at the right time, in the right channel.
At Salesforce, we help businesses connect to their customers in new ways. Salesforce Co-CEO Marc Benioff once said, “As a company, you need to get to the future first, ahead of your customers, and be ready to greet them before they arrive.” To do this, you need to understand customers and anticipate their needs. At the heart of being able to execute on this is the ability to move quickly and skillfully to meet customer needs.
With all of this in mind, we’ve gathered 3 tips to help you on the journey to delivering personalized customer experiences while exceeding customer expectations.
1. Put the customer first
In the Fourth Industrial Revolution, businesses know the key to success is to put their customers at the center of everything they do. Putting your customers first means considering their point of view, asking for feedback, and aligning your entire company around a collective vision for the customer experience. And while it can be easy to group your customers in silos, functions, or systems, Trailblazers put the customer at the center and develop a customer-centric approach. This customer-centric approach is the first step in creating experiences your customers will love.
2. Consider the customer journey across all touchpoints
To gain a 360-degree view of your customer, look at how you engage with them across all channels and touchpoints. Build out a journey map that tracks customer engagement across the lifecycle, and will serve as a guide across your entire organization to work on behalf of your customer. Mapping the customer journey will enable you to truly understand customer needs and improve customer experiences.
3. Think and work differently
Many businesses buy and implement new technologies as they become more customer-centric in the Fourth Industrial Revolution, yet many fail to engage in companywide cultural changes to support this transformation. To deliver exceptional customer experiences, you need to go beyond technology to focus on thinking and working differently. This means not only using cloud-based cutting-edge technology but transforming the way you work through new ways of thinking, improved processes, and a strengthened culture built with a customer-first mindset.
Want to read more about a Trailblazer that delivers exceptional customer experiences each and every day? As one of the largest hospitality and entertainment companies in the world, Caesars Entertainment propels the industry forward. The company launched a cutting-edge platform that allows its marketers to deliver a personalized experience for each guest. Caesars’ vision to become a digital entertainment company required they bridge marketing and IT teams to drive continual investment and innovation in the guest experience.