Today, customers want to be treated as an individual and not as a collective group when it comes to their experience with your brand across namely four areas: (1) marketing, (2) sales, (3) commerce, and (4) service. In a world of increasing technology, companies face the challenge of bridging the digital world and the physical aspect of these areas to meet the expectations of the modern customer. Uncover emerging customer needs and shifting demands with the help of market research online communities, or experience management platforms which are revolutionizing companies by helping make data-driven insights.
What do each of these areas entail?
Marketing is in charge of planning new strategies to implement and capture potential markets based on the essential data gathered about the customer through market research. In sales, you link your brand’s product or service and the target audience. Eventually, you will want to build relationships with your customers more than just making a sale. Anything involved in the process of buying and selling of a product or service is covered by commerce. Lastly, providing assistance by offering solutions to their problems to meet the needs and desires of any customer is a responsibility of the service department. With market research online community software you can tackle all of these problems in one place.
Reimagine customer experience
Customers want digital experiences in this era of innovation and technology, and it is an effective way to increase efficiency of operations. It’s interesting to see how we’ve been looking into consumer lives and reimagining it to increase the totality of interactions a brand has with their audience.
Offer a different experience
In a consumer’s everyday lives, they are having digital experiences and want a different experience that meets their expectations. Give them the product or service they need in a specific channel that appeals to them. These platforms such as social media are places where customers are spending most of their time, even more so than websites. Have a deep understanding about your audience and have that data available at any point of the customer journey to be able to act accordingly and create effective experiences.
A great way for companies to understand the customer data they are collecting is to collect the data and store it in one place like in a MROC platform. Then you can use the dashboard to sort the data and understand it with greater ease. By understanding the data you will be able to better understand your audience and deliver better products and a greater level of service.
If you have the need for a market research online community, or want to learn more about engaging hard-to-reach groups, contact us.