How To Create A Multi-generational Customer Experience Strategy

How To Create A Multi-generational Customer Experience Strategy

There are currently at least five generations of consumers; who are audiences to your marketing content; who respond to your marketing campaigns; and who buy from you.

But wait a minute!

They’re not all the same. They all aren’t responding to all your marketing campaigns.

The question is — are you creating multigenerational customer experience strategies for your Shopify brand?

In this blog, we explore what multigenerational CX is and how to go about tailoring CX for diverse age groups.

Let’s get started!

How different generations engage with eCommerce brands

A study by Forbes Advisor and OnePoll found distinct characteristics of different generations in the way they interact, engage, and discover eCommerce brands. We extracted the most important data and cues that can help you in personalizing experiences for different age demographics. Here’s what we found:

Generation Z (18-24)Millennials (25 – 40)Generation X (41 – 56)Baby Boomers (57 – 74)
Relies on recommendations from influencers to build a relationship with a brand38% rely on recommendations from friends and family43% rely on recommendations from friends and family48% rely on recommendations from friends and family
Quality of product or service is important for long-term loyaltyQuality of product or service is important for long-term loyaltyQuality of product or service is important for long-term loyaltyQuality of product or service is important for long-term loyalty
Prefer personalized product recommendationsPrefer personalized product recommendationsPrefer tried and tested products and brandsPrefer tried and tested products and brands
36% prefer in-store shopping44% prefer in-store shopping56% prefer in-store shopping60% prefer in-store shopping
Use less social media to discover brands compared to millennialsMost likely to use social media to discover new brandsUse less social media to discover brands compared to millennialsMinimal use of social media to discover new brands
Brands that align with their personal values is the most important factorPersonalized communication from the brand is the most important factorFree trials is one of the most important factors Brand reputation is the most important factor
Brands that advocate social equalityBrands that treat their employees wellBrands that protect their personal dataBrands that protect their personal data

5 multigenerational customer experience strategies

If you want to create effective multigenerational CX design for your online store, it’s time for you to shed your old marketing methods and strategies. While there are many methods you can apply in your marketing, try these five actionable strategies, to begin with.

1. Tailor customer service experience to different generations

When it comes to customer service, people tend to have different habits based on the generation they belong to. Hence, if your brand focuses on a specific generation, it can be easy for you to provide the relevant customer experience.

However, if you cater to multiple generations, it’s important to understand the preferences of your different customer segments.

Here are some tips to help you:

  • Baby boomers prefer one-on-one interactions on the phone, and may not feel comfortable with technology
  • Millennials are more comfortable with technology and hence prefer live chat or interacting over WhatsApp and Messenger
  • Gen Z prefers quick and efficient service and hence may be more inclined on using apps and chat channels
  • If you cater to a diverse customer base, it’s essential to have an effective multigenerational CX design around customer support

Pro tip: Ensure your customer support systems and tools are in sync with your other digital assets. This will help you with data collection to understand the preferences of different customers.

Explore Radarr to communicate with customers, track your customer support team’s performance and collect insightful data.

2. Multigenerational customer experience strategies for social media  

Consider these figures:

  • 62.3% of people use Instagram to research brands and products
  • 42% of Gen Z connect with brands that interact with them on social media
  • 47% of millennials use social media to learn new trends and prefer original content

Food for thought, right?

Your target customers have different needs and preferences from your social media content. Are you creating inclusive customer experiences for them? Here’s what you can do:

For millennials: create social media communities 

  • For millennials, thing about creating communities on social media channels
  • Identify and narrow down the purpose of your social community based on your product or service
  • For instance, listen to what your customers are talking about, the questions they’re asking, and then think of topics for your customer communities

Example: Nood, a brand around women’s health and comfort has built a community on its social media channel. The brand initiates conversations around women’s health and sustainability and community members join in the discussions. Building communities is also an excellent way for personalizing experience for different age demographics.

Source

For Gen Z: create interactive campaigns 

Gen Z are more interested in two-way interactions with brands. Here’s how you can create an inclusive customer experience for them:

  • Create awareness campaigns in different interactive forms such as quizzes, polls, etc.
  • Ensure your social media manager responds to customers’ questions and comments as soon as possible
  • Gather Gen Z customer data and insights to create multigenerational customer experience strategies for social

In a similar manner, collect data on what other generational customer segments are looking for and create relevant social media experiences for them.

3. Build empathy and emotional connection with different generations

Whether we like it or not, there is bias and ageism in our everyday life, including in marketing. If you want to win as a brand, you’ll have to be more than age neutral. 

We’re already seeing a shift in the way brands are approaching multiple generations of consumers via emotional intelligence. For instance, see the chart below that shows some brands that measured the emotional connection score of their customers.

Source

So how do you build strategies for cross-generational customer satisfaction by incorporating emotional intelligence? Here’s how:

  • Identified emotionally-connected customers and target them with special messaging based on their age-groups
  • Transform satisfied customers to connected customers by keeping their emotional needs in mind
  • Consider every touchpoint in customers’ journey and create experiences that connect with them emotionally. For instance, in-store, online, omnichannel, social media, etc.
  • Use data to identify factors that motivate customers emotionally across different generations

4. Create effective multigenerational CX design

No matter the generation online consumers belong to, one thing that’s imperative is user-friendly interfaces, design, and navigation. And it’s one of the most critical to designing multigenerational customer experience strategies. 

Factors that affect customer experience across age-groups:

  • Ease of use
  • Accessibility
  • Sensory experiences (seeing, hearing, colors, etc.)

And here’s how you can incorporate these into your customer experience strategies designed for different generations.

  • Keep your multi-generational customer base at the center of your strategies
  • Ensure you consider vision, cognitive abilities and motor skills when designing your marketing campaigns
  • Keep your website and app navigation simple and easy
  • Create multigenerational inclusion guidelines for your teams
  • Paying attention to details such as font size and brightness can make a huge difference in creating inclusive customer experiences

5. Move beyond multigenerational, think intergenerational

Research by marketers and social scientists shows that the differences between generations are fuzzy. 

Why? 

Because “generational thinking is absurd at a time when the revolution in real-time data from smartphones and digital platforms offers more accurate ways of predicting and shaping individual consumer behavior.”

So, what should brands do?

  • Prioritize data: Collect real-time data with the help of digital tools and software. Extract information on individual preferences and use data to cater to individual wants and needs. 
  • Avoid mixing age with lifestyle: A large segment of the older generations now lives a youthful lifestyle, is tech savvy, and prefers to transact just the way the younger generations do. Again, data can help you understand your customers’ preferences.
  • Bring different generations together: Instead of separating different generations, craft your marketing messaging in a way that brings people of all age groups together.

Example: Nike’s Unlimited Youth campaign celebrates everyday athletes who push the limits. For example, the brand featured a 93-year-old triathlete.

Source

Summing up – how to get started with multigenerational customer experience strategies 

With so many generations to cater to, creating effective multigenerational CX design can seem like a daunting and complex undertaking. 

And that’s why you need intuitive tools to help you leverage the power of data to establish strategies and reap benefits. 

Meet Radarr, now coupled with Genesys, it’s the one tool you need to build a unified customer experience for your online brand. From social listening to owned page analytics to sentiment API, the comprehensive tool is designed to tailor CX for different age groups.

Book a demo today!

The Importance of Omnichannel Customer Experience Strategy and How to Build One

The Importance of Omnichannel Customer Experience Strategy and How to Build One

Customer experience is imperative to business in today’s world as 52% of customers will switch to a competitor if they have a single negative experience. 

Because of the internet, there are more ways than ever for customers to interact with businesses. That’s where omnichannel customer experience comes in. It’s all about making sure that no matter how a customer reaches out—whether it’s on the website, through social media, or in person—the experience is seamless and satisfying.

In this blog, learn about omnichannel CX and the importance of creating an omnichannel experience strategy.     

What is omnichannel customer experience (CX)? 

The omnichannel customer experience involves focusing on and optimizing all customer interactions across various channels. Whether they shop online, visit a store, use a mobile app, or connect on social media, the experience should be smooth and connected. 

What is the difference between omnichannel marketing and CX?  

Omnichannel marketing and customer experience (CX) are related but different concepts in the business world.

Omnichannel marketing is a customer-centric strategy performed by businesses to reach out to customers on different channels. It aims to maintain consistent brand messaging creating a uniform brand image so that customers have a consistent and smooth journey no matter where they interact with the brand.

On the other hand, Customer experience (CX) is broader and focuses on the overall perception and satisfaction that customers have with a company throughout their entire journey. Customer experience is a sum of experiences that a customer experiences from initial awareness and interaction to post-purchase support and beyond. 

What is the importance of omnichannel CX? 

An omnichannel experience strategy holds greater significance for any business. Here are some of the reasons:

1. Improved Insight into the Consumer Journey

An omnichannel experience strategy provides businesses with a deeper understanding of how consumers interact with their brands across various touchpoints. 

When businesses keep track of customer behavior and preferences across different channels whether it is a website, email, customer support chats, or social media platforms, they get a plethora of valuable data. 

This data helps businesses to personalize conversations and offerings for each individual. It also helps in identifying patterns and pain points proactively to provide a positive customer experience. 

For example, when creating an omnichannel experience strategy, businesses can easily identify the most effective channels for different stages. You can use social media for product updates, but email for detailed promotional offers and savings. This insight enables companies to optimize their marketing strategies to better meet customer needs and expectations.

Recommended read: How to Create Personalized Customer Experiences at Scale

2. Enhanced Consumer Retention

When a business uses the collected data to optimize interactions and marketing across different channels, it establishes familiarity with its customers. This familiarity becomes helpful for your customers who are expecting a genuine answer to their needs. This is because the business is already familiar with customers’ problems and what they’re looking for, no matter which channel they use to reach out.

An omnichannel experience strategy establishes personal experience that allows consumers to think of your brand as a more reliable option. 

For instance, a customer may start browsing products on a company’s website, continue their research on a mobile app, and make a purchase in-store—all without encountering disruptions or inconsistencies. This level of continuity and ease of interaction enhances customer satisfaction and encourages repeat business. 

3. Increased CLTV (Consumer Lifetime Value)

Customer lifetime value (CLV) is the total profit a customer generates for a business throughout their relationship. Focusing on an omnichannel experience strategy puts a spotlight on each customer separately. This focus allows customers to associate a positive brand perception and increase customer loyalty. 

For example, a positive omnichannel experience can lead to higher average order values, increased frequency of purchases, and reduced churn rates—all of which contribute to maximizing the CLTV. 

How to build an omnichannel customer experience strategy? 

Here is a step-by-step guide to building an omnichannel experience strategy for your business:

1. Research, strategy, and design

It all begins with deep research. Research your target audience’s preferences and behaviors across different channels like websites, social media, and stores. This will allow you to understand your customer’s demands and pain points and also allows you to predict their upcoming needs with the following pattern. 

Based on the gathered data, develop a strategic plan that aligns with your business goals and customer needs. Share this plan with different departments to maintain consistency. 

Design value proposition by performing customer data segmentation for creating relevant and seamless experiences across all channels, ensuring that branding and messaging are cohesive and tailored to your audience.

2. Identify touchpoints

Identify touchpoints where customers interact with your brand. These touchpoints could include browsing your website, engaging on social media, or contacting customer support. Understanding these touchpoints helps perform integrated customer journey planning and identify opportunities in omnichannel experience strategy for improvement. 

3. Plot the funnel

A marketing funnel maps the customer journey from their point of interaction to making a purchase and loyalty. Plot the funnel by mapping out this customer journey. Optimizing customer touchpoints across channels along the funnel and ensuring a smooth transition between each stage for customers. Optimize the funnel to reduce friction and make it easy for customers to move through their journey.

Recommended read: Complete Guide on Customer Journey Analytics and How to Get Started

4. Use the right technology

AI and automation assist in keeping up with your strategic omnichannel customer engagement. For example, chatbots help cut pressure on agents and attend to your customers 24/7 with automated responses. Right techstack also works in the background. It also helps in social listening, data collection and analysis, and utilization.   

5. Study feedback and find gaps

One of the omnichannel experience design best practices is to go through the feedback to find and fix gaps. 

Perform surveys, collect reviews, and study customer support interactions to study feedback from customers across all touchpoints. This data will help you build a proactive approach to address any identified gaps and continuously improve the customer journey.

Conclusion 

To be able to build an omnichannel experience strategy, you need visibility into what is happening across channels. That is where a solution like Radarr comes in for planning for seamless cross-channel interactions.  

Radarr as the best online reputation management platform serves as a valuable tool, enabling real-time monitoring of online conversations surrounding your brand and offerings. With Radarr, timely responses and proactive reputation management become achievable, fostering a positive online presence. 

And now with Radarr and Genesys coming together, you can create better omnichannel customer experiences too. 

Book a demo of Radarr today

How to Develop Consistent, Streamlined Experiences Across Digital Channels

How to Develop Consistent, Streamlined Experiences Across Digital Channels

Today, 90% of customers expect interaction with brands across multiple channels. But keeping up with this ask requires a multichannel presence of brands – and simply being present on several channels does not serve the purpose. You have to develop a unified digital experience design. 

In this post, we have discussed some digital channel integration strategies significant to develop consistent, streamlined multi channel user experience.

How to develop consistent and streamlined experiences

Here are some steps you can take to achieve multi channel user experience optimization:

1. Streamline the channels

For achieving multi channel user experience optimization, streamlining channels is the first thing to focus on. The strategy involves identifying the most used channels by analyzing where your audience engages the most and for what purposes. It allows you to allocate efforts and resources in the right direction rather than trying to be everywhere at once. 

For example, your audience might prefer social media for quick updates but email for complex problems. Use this information to create a strategy accordingly and ensure that your audience receives a consistent message and experience no matter which channel they interact with. 

2. Set up social listening and monitoring  

Social Media Listening involves tracking brand mentions, sentiments, customer feedback analysis, and industry trends on social media platforms, and Social Media Monitoring focuses on specific campaigns, keywords, or what users are saying about your brand.

Both social media listening and monitoring help businesses stay updated on what their audience is saying, their opinions, and their needs. This helps you tailor your content and responses to provide a more personalized and relevant experience.

Use the best social media monitoring tool to be efficient with this strategy.  Radarr is an AI-powered tool that allows users to understand audience interests and responses and identify new trends across all channels via a single dashboard. Its crisis management dashboard enables the evaluation of customer sentiments and detects negative keywords. With Radarr, customer service teams can listen to and respond to problems in real time.  

Recommended read: How Can Social Listening and Monitoring Help Drive Positive Customer Experiences

3. Leverage customer journey orchestration 

Creating seamless digital customer journey orchestration involves keeping track of all the different ways in which customers interact with your brand. It allows you to gather credible data about what your customers like and don’t like to create personalized experiences. AI integration allows businesses to automate the implementation and that too at scale. 

For multichannel user experience optimization, AI-powered customer journey platforms also allow businesses to perform sentiment analysis on different channels to determine whether customers express positive, negative, or neutral sentiments. 

Recommended read: An In-depth Guide to Customer Journey Orchestration in the Age of AI

4. Create a unified dashboard 

One of the effective cross-channel user experience best practices is to maintain a centralized dashboard. 

With a unified dashboard, you can track customer interactions, inquiries, and feedback across different platforms such as social media, emails, and chats. This helps in avoiding bottlenecks and ensures that customers don’t have to repeat themselves when switching between channels or interacting with different team members. 

Having all information in one dashboard enables better coordination and collaboration among teams, leading to quicker responses and more personalized experiences for customers. 

Create a unified dashboard using tools like Radarr to bring together all conversations from various channels into one place, providing full visibility and avoiding miscommunication. 

5. Create guidelines 

For a consistent experience, a set of guidelines is important to guide your support team. You can use customer support handbooks to ensure that your agents or team members know how to respond to customers effectively in any given situation. These guidelines outline the best practices, protocols, and standards for handling customer inquiries, complaints, and requests across various channels. 

For example, the handbook may also include response templates, escalation procedures, tone guidelines, and FAQs to help agents address common issues efficiently and professionally. This ensures that every customer interaction aligns with your brand’s values and standards, regardless of who handles it. 

6. Predictive analytics  

The integration of predictive analytics allows businesses to use historical data and algorithms to strategically predict customers’ needs and behaviors. This allows your team to gain the ability to anticipate where a conversation is heading or identify which customers may require additional engagement. 

Predictive analytics also helps you to provide proactive customer support for enhancing brand perception. It also enables you to increase your chatbot’s accuracy to provide the right support in the quickest way possible. 

7. Use sentiment analysis and advanced customer segmentation 

Customer segmentation is very crucial for offering relevant answers and positive experiences. It allows you to distinguish the larger audience into smaller groups based on their common factors. This segmentation allows for more targeted and personalized communication. For instance, you can send relevant promotions or content to specific customer segments based on their interests.

Using deep sentiment analysis with these customer groups helps your business better understand customers by looking beyond just what they say. This helps your team gauge customer satisfaction, identify potential issues, and perform multi channel user experience optimization.

8. Use automation

Use automation to promptly deal with repetitive queries. You can integrate chatbots on the website to provide quick assistance to customers with also an option to route problems to agents if that is the last solution. It also allows you to tell customers about the unavailability and the expected time they could expect their problem-solving. 

Canned responses are also a good way to deal with frequent queries. Canned responses are pre-written messages for specific types of inquiries, ensuring consistent communication. Use both of them in sync. For example, chatbots can greet customers, collect basic information, and guide them to relevant resources. Canned responses can be used for frequently asked questions, such as shipping inquiries or product details. 

9. Integrate with your other stack

Integration of your other tech stack into the systems allows for seamless multi channel user experience optimization by sharing data between various platforms. For example, if you integrate CRM with your marketing automation software ensure that customer data is consistent and up-to-date across departments. This leads to more personalized and targeted interactions with customers, improving overall satisfaction and loyalty.

Conclusion 

To be able to offer streamlined experiences across channels, you need to be able to keep watch on them all in real-time 

This is where having a social monitoring and customer journey mapping solution comes into play. It helps in multichannel user experience optimization by bringing all conversations from across the channels onto one dashboard, simplifying the view of all ongoing communication.  

Radarr enables real-time monitoring of online conversations surrounding your brand and offerings. With Radarr, timely responses and proactive reputation management become achievable, fostering a positive online presence. It uses AI and machine learning to go beyond the basic analysis by collecting and decoding data from various channels for optimizing UX across multiple channels. 

Book a demo of Radarr today

How Healthcare Companies Can Create a Positive Digital Patient Experiences

How Healthcare Companies Can Create a Positive Digital Patient Experiences

In recent years, the healthcare industry has gathered a negative reputation.

Patients often find it difficult to find relevant information, struggle to contact customer support, or generally feel unheard.

60% of Americans have had a recent bad healthcare experience (Forbes).

How are you ensuring only positive experience for your healthcare business? 

In this blog, we look at patient centric healthcare strategies that will ensure the best experience for your customers.

9 patient centric healthcare digital experience strategies

Online experiences are going to be a huge part of the future of healthcare companies. And to be able to stay with the times and compete with brands bigger than yours, you’ll need solid strategies for positive healthcare interactions. Here are a few:

1. Prioritize accessibility

How easy is it for patients to engage with you and your services? Is your healthcare brand accessible enough for patients?

Accessibility means removing barriers and making things easy for patients. For healthcare, it includes digital as well as physical factors. Additionally, it also means inclusive and unified experiences.

Here are some ways to improve accessibility for patients:

  • Be empathetic towards patients and their needs
  • Provide a smooth and seamless experience across touchpoints
  • Track patient sentiments with effective social listening tools
  • Use automation to ensure seamless flow

2. Incorporate virtual care

A Deloitte study found that by 2040, at least 25% of all outpatient, preventive, and long-term care would move to virtual care. 

Preference for virtual healthcare is on the rise. By meeting patient demands in creative ways via virtual care, you can stay competitive and win over patients.

For instance, here is an outline of a typical patient journey. One way of enhancing patient satisfaction in your healthcare business is to provide virtual capabilities at all these stages—starting from when patients explore and research care options to select providers to follow up post-care. 

Source

Here’s how you can incorporate this patient-centric healthcare strategy:

  • Use efficient tools to help you with virtual healthcare services
  • Incorporate tele healthcare 
  • Provide virtual doctor consultations, nurse triage, monitoring, etc.
  • Train your staff to provide virtual care
  • Integrate tools in your healthcare systems to ensure consistency and avoid silos
  • Collect data from virtual healthcare assets and channels
  • Collect feedback from patients to make their experience better
  • Use data to understand accessibility, outcomes, and patient experience

3. Automate routine interactions

Patients and their families usually have a lot of queries. In addition, healthcare providers and hospitals, too, have to share a lot of timely updates with patients. 

For instance, confirmation of consultation, updates regarding check-ups and tests, follow ups, etc. 

One patient-centric healthcare strategy is effective communication—it is critical to patients and healthcare providers—it can help save time, speed up treatment, save costs, reduce patient anxiety, and improve the overall experience. 

However, manual and one-on-one communication can be inefficient and inconsistent. That’s why automating routine communication is one of the best patient-centered care best practices.

Here’s what you can do for improving patient communication in healthcare:

  • Automate calls about routine matters such as renewals, reminders, etc.
  • Reminders about medication
  • Send reminders about appointments
  • Provide two-way communication option
  • Enable patients to set up appointments

4. Offer better customer experience

From offering telehealth to decrease the gap between patient and provider to using apps for improving patient communication in healthcare, the healthtech industry has continuously enhanced customer experience. 

  • Adapt to patient needs via digital tools
  • Add a human touch to digital experiences
  • Ensure data security in patient communication tools
  • Offer multiple and an omnichannel digital communication experience
  • Offer fast responses to queries through automated responses
  • Offer wearable medical tech devices
  • Offer electronic medical reports
  • Improve staff competence and empathy via social listening and monitoring
  • Use patient data carefully and responsibly
  • Collect patient feedback and address it
  • Pay attention to patient experience post their treatment

Source

Explore Radarr to listen to your patients and your competitors online so you can provide top-notch customer experience. 

5. Leverage data

Just like in other online sectors, patient data in healthcare can also be used in an effective way to improve patient experience, treatment outcome, and efficiency of your overall business. 

But first, how to collect patient data? 

There are many ways to collect data, such as, refer to patients past records and interaction, conduct surveys, and social listening. By tracking patients’ conversations, behavior and sentiments from social channels, you can understand patients a little better.

Here are some ways to use that data in healthcare:

  • Use data to understand patient needs and pain points. For instance, if patients are struggling to get in touch with you, they might tag you on social media channels. You can then use this information to provide a better way to contact you.
  • If you collect negative sentiments around your healthcare brand, you must identify areas for improvement, conduct polls or surveys with patients and enhance your brand perception.
  • Personalize patient experience by getting an understanding of patients’ preferences. For example, patients might be talking about requirements for homecare post treatment. You could reach out to them with personalized messages to offer the services.

6. Inculcate empathy in your services

Understand that patients and their families are going through a lot that may be causing them anxiety and other emotions. That’s where empathy comes in as a key patient-centric healthcare strategy.

How to make your healthcare marketing and communication more empathetic?

  • Start by listening to patients—one on one and social listening
  • Listen to recorded phone calls, track their conversations on social media, etc.
  • Keep the focus on the patient rather than your services and products
  • Train your staff, especially the patient-facing workers to learn empathy 
  • Create a patient journey map and based on where patients are in their journey, listen to what questions they’re asking, their behavior, etc. Based on this, ensure empathy practices at every stage.

7. Leverage digital tools

From telehealth to AI to robot-assisted surgeries, health technology has been advancing by leaps and bounds. From administrative tools to surgery to diagnostics to wearable healthtech, healthtech is a vibrant industry. 

Digital tools such as software and apps are designed to directly enhance patient and provider experience. Apart from these, tools such as social listening, monitoring and analytics, help healthcare businesses to gain insights into patient behavior and needs, and improve their offerings.

Some cues on using digital tools in healthcare:

  • Use social listening and monitoring tools
  • Use tracking tools and apps to help patients track treatments, medicines, appointments
  • Use social listening insights to create relevant content for patients
  • Share relevant data and insights with the right department in your healthcare organization
  • Track campaigns 

8. Work on building your brand reputation

In the healthcare space, trust matters a lot. Patients need to feel confident about the services and practices of healthcare providers, whether individual doctors or hospitals and clinics. That is why a critical patient-centric healthcare strategy is to build brand reputation.

Here’s an example: One children’s hospital was looking to improve its ranking and reputation. They employed listening and monitoring tools to listen to people’s sentiment for their brand as well as other high-ranking competitor brands. Through listening, they identified opportunities to participate in healthcare awards and sponsor health-related events. These activities would help enhance their brand reputation. 

Here are some ways to build brand reputation:

  • Understand your patients so you can serve them better
  • Incorporate technology and tools to make patients’ experience easy and better
  • Invest in tools that helps you understand your patients better
  • Collect patient data via segmentation and create a personalized approach for each segment
  • Automate communication to reduce patient wait time

9. Social listening for healthcare

It’s a misconception that only lifestyle brands can use social listening to improve customer experience. Healthcare businesses can also include social listening as a patient-centric healthcare strategy.

Here are some ways in which healthcare companies are using social listening to increase patient satisfaction and engagement:

  • Extract real-time information and insights and turn it into strategic marketing opportunities 
  • Listen to patients pain points, interests, needs, and provide content that matters to patients
  • Collect data and information via your social listening tools and forward it to the different departments to which it would be relevant and useful
  • Use social listening to monitor campaigns and assess the success of your campaigns

Build patient-centric healthcare strategies with Radarr + Genesys

We’ve shared some actionable strategies for your healthcare company to get started with. You may apply all the strategies or choose the ones that align well with your goals. 

However, to be able to apply these strategies, you will need to consolidate data and extract insights from online conversations.

That’s where Radarr x Genesys can help you create data-driven customer journeys to deliver positive experiences for patients.

Book a demo of Radarr x Genesys for your healthcare company today!

Customer Engagement Strategies: How to Build Deeper Customer Interactions at Scale

Customer Engagement Strategies: How to Build Deeper Customer Interactions at Scale

“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” – Sam Walton 

Customer centricity is vital for any business to create a positive customer experience. It also gives you an edge in the growing competition era, where businesses are finding it harder to build strong customer relationships. 

Communication is the most important factor for any relationship building. So it’s time to treat customers more as a friend, engage with them more deeply, and use this information for creating relevant business strategies.   

In this blog, learn more about customer engagement strategies at scale for building deeper customer interactions. 

Why is it important to build deeper customer interactions?

For large-scale customer engagement, deep interactions work golden. Here are some of the reasons why:

1. Customer loyalty

As per Forrester, “When consumers feel appreciated, 88% plan to stay with the brand, 83% plan to spend more with the brand, and 87% will advocate for the brand.”

In the long run, people tend to stick with what makes them feel good.  When you deliver deeper customer interactions in every purchase, customers feel a genuine connection, it triggers positive emotions and they are more likely to remain loyal to a brand. 

2. Increased customer lifetime value

Source

The three steps in the image above, tell you about the importance of customer interactions. Long-term relationships, community, and engagement are some major strategies for increasing CLV, and it can only happen through deeper customer interactions. 

The key is personal interactions – when businesses connect with customers on a personal level, they’re likely to keep those customers for a longer time. Having lasting customer relationships opens up more chances for them to come back and buy again. In a nutshell, meaningful interactions build loyalty and create a path for repeat business.

3. Positive word-of-mouth and referrals

This word-of-mouth advertising is a powerful tool for attracting new customers, as 20% to 50% of purchasing decisions are primarily made by word-of-mouth.

Sentiments are the foundation of human connection. And when businesses deliver correct customer experience with deeper customer interactions, customers gain satisfaction. These satisfied customers become brand advocates and are more inclined to share positive experiences with others. 

4. Better understanding of customer needs

Deep interactions with your customers provide businesses with insights into customer preferences and needs. This golden information helps your businesses customize their products and customer engagement strategies at scale to match customers’ expectations. When customers feel like their needs are being met, they’re more likely to stay loyal to the business and keep coming back for more.

5. Competitive advantage

Customer interactions also give you a competitive advantage. When you communicate with your customers, it creates a positive bond full of trust and loyalty. This strong connection stops your customers from considering alternatives, as people tend to operate on familiarity, aka mere exposure effect. 

6. Reduced customer churn

Bill Gates says “Your most unhappy customers are your greatest source of learning.” 

To know what reasons are making them unhappy, you have to get involved in deep interactions with your customers. 

Deeper customer interactions help in building lasting customer relationships at scale and have the power to get rid of the majority of the reasons potentially that could lead customers to stop coming to your business. Customer interactions give better customer services, personalized services, and adaptability to changing marketing needs.   

7. Adaptability to changing market conditions

Businesses with deep customer interactions have more information about the customers’ preferences and can easily adapt to market changes. These interactions also provide you with customer feedback and trends, helpful in staying relevant with changing times.

8. Enhanced customer experience

Most importantly, customer interactions help to create a rich customer experience. Businesses keep customers informed, allowing them to act promptly in every situation. It also helps in maintaining consistency. Businesses maintain the same level of service across various interaction channels, creating a sense of reliability. It’s like knowing you can always count on a friend.

How to build deeper customer interactions?

Building deeper customer interactions is like making new friends – it’s about understanding, caring, and being genuine. Here are some simple steps to achieve scalable customer engagement strategies:

1. Remove data silos 

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A data silo is a collection of data that is stored separately and has limited access. Removing data silos by integrating data is important for businesses to gain a unified view of metrics across all platforms and departments of their customers. 

Radarr helps you with this! It brings together data and insights from all the channels onto one dashboard to help brands manage their reputation, monitor online conversations, and supervise real-time customer views.  

Radarr also comes with advanced features like image analytics. You can also view the same analytics in charts with the chart cloning feature. This function provides you with extended monitoring of conversations happening through visuals for simplified comprehension.  

2. Deliver connected experiences 

79% of customers expect consistent interactions across departments as nowadays customers are interacting with the brands on different channels, such as social media, emails, chatbots, and SMS. Businesses must adopt an omnichannel strategy with consistent messaging. 

Start by tracking an essential set of metrics to gain a holistic view of customers’ current and evolving needs. Use this data to clearly highlight your goals and set guidelines for communication alignment across all departments. This will guide your teams to come up with relevant and consistent customer engagement strategies at scale in every situation, making their experience with your company as smooth and helpful as possible.

3. Ensure proactive engagement

 

Being proactive in engaging with customers means reaching out before any issues or changes happen, making their experience better throughout the entire journey.

For proactive engagement, start by identifying the customers’ preferred channel for communication. Once you know the platform, create visually rich targeted interactions for more effectiveness, and use automation for easily identifying common and frequent friction points to provide instant solutions. 

For example, Nike has established a dedicated Twitter account called Team Nike, offering support seven days a week and in seven languages. Whenever customers mention Nike’s main handle, @teamnike promptly responds, demonstrating patience and willingness to assist despite the influx of mentions.

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One of the customer engagement strategies at scale for proactive customer care also involves providing self-service options such as a knowledge base to your customers. It will allow them to make the first move to solve their queries, and minimize the hassle of your customers reaching out for help.

4. Personalize every interaction 

65% of customers expect companies to adapt to their changing needs and preferences. It has become inevitable for businesses to continually connect and refine data for each customer to deliver unique experiences making them feel more special. 

An important part before scaling personalized customer experiences is the segmentation of customers into common categories as per their purchase history, preferences, or behavior patterns. It allows businesses to tailor messages that match each group’s preferences, making the experience more relevant and personalized for each person.

💡Pro tip: 

Barbara Spiering, Starbucks VP of Marketing Technology & Quality Engineering, says, “You need to understand the message you want to send to your customers and why you want to have that dialogue. Because personalization won’t be effective unless you understand what you want to say and what relationship you want to have. Bring the head with the heart, and that’s your message.”

5. Analyze sentiments

Sentiment analysis helps brands gain a comprehensive view of how their customers are feeling about their brand and products. It gives you the core elements of issues which helps you to make communication more helpful, and it also helps assess perception and compare against competitors for strategic decision-making.

Radarr offers a centralized solution for comprehensive reputation and sentiment analysis. It uses advanced sentiment analysis capabilities, driven by cutting-edge NLP technology, to gain insights into Asian languages and optimize your business customer engagement strategies at scale.

6. Learn and optimize continuously  

It is a fast-paced world with an increasing number of competitors and trends. It is vital for businesses to continuously monitor and analyze data across different digital channels to uncover new insights and opportunities to enhance their interactions with customers. 

This (proactive) approach allows your brand to stay ahead of competitors by meeting evolving customer needs and delivering relevant and timely solutions. 

Conclusion

Creating effective customer engagement strategies at scale demands deep interactions with your customers. It helps you discover the real ground about your brand perception and customer pain points. Take help from Radarr in listening to your customers!

Radarr as one of the best reputation management tools serves as a valuable solution, enabling real-time monitoring of online conversations surrounding your brand and offerings. With Radarr, timely responses and proactive reputation management become achievable, fostering a positive online presence. It uses AI and machine learning to go beyond the basic analysis by collecting and decoding data from various channels. 

Book a demo of Radarr today