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Conall Gribben

Senior Manager, Brand & Marketing Communications

Improve your customer experience with 5 digital tools

Improving your customer experience is about understanding your customer touchpoints—all the different times your customers interact with you during the buying process—and then optimizing them. It’s possible to streamline this process so customers get the information they need without bogging down your schedule using digital distribution tools such as email marketing, a Customer Relationship Management (CRM) platform and more.

Let’s look at five foundational business tools that will help you spread the word, turning prospects into buyers.

1) Email marketing platform – Email marketing continues to be an important way to reach out to current customers or prospects who want to stay informed about your business. With an email marketing platform like MailChimp, Constant Contact, or others, you can segment your email list, craft specific messages according to the needs of a certain type of customer and schedule the emails to be sent at optimal times.

Many of these platforms can also help you keep your email list up to date, including managing additions and opt-outs, which is a valuable and powerful side-benefit.

2) Business website – While a website is a prerequisite for every business, a website that features a blog and/or an online store will help fast-track your sales funnel. Blogs are a great way to share information about your business, your products, and industry trends that show why people need your specific solutions.

Email-Marketing

 

It’s also a great way to give your brand a personality and a platform so people learn to trust what you have to say. Online stores give customers a closer look at your offers so they can start considering how your product solves their problem or meets a need.

3) Social media presence – A lot has been written about creating great social media posts. What we’re focused on here is how to streamline the distribution of your customer-winning content.

There are plenty of marketing automation tools you can use to automate your posts, encourage likes and follows, even share other people’s content that is related to your business. Also, check out the automation tools built into the platforms themselves. 

Facebook, for instance, lets you schedule posts ahead of time, so they publish on the dates you choose, making it easy to write and schedule the week’s posts in one sitting. (Just be sure to check on and respond to comments throughout the week!)

4) Business email or messaging solution – If customers need to reach you, it’s important to have a business email address (that someone is checking and responding to frequently) and/or a WhatsApp business channel. WhatsApp makes it easy for customers to contact you via a messaging platform and you or your customer service team can respond faster.

Email-Marketing

 

5) Customer Relationship Management (CRM) platform – If your business has a longer buying cycle (typical with B2B sales) or requires more one-on-one nurturing, a CRM platform is a great solution. With a CRM, you and your sales team can track progress with a specific customer or account to keep track of where the prospect is in the sales funnel.

It’s also helpful if you want to optimize the post-sale end of your customer journey by turning happy customers into brand advocates and/or return buyers.

How you craft your customer journey relies on your creativity and passion for your business but having the right set of tools to streamline the process can save you time and generate more impact. And if you’re looking for help, Flow Business is here for you.

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