Staying Relevant with Digital Customer Experience

BY Rachel Cagle
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Staying relevant to your clients can be difficult, but digital customer experience offers you a way to share with your clients easily. However, if your customer service outreach isn’t relevant to clients, don’t send it. It’s advice that you’ve heard time and again, but the thing is that what’s relevant to clients is constantly changing, especially with all the goings on of this crazy year we’re in the middle of. Here are some tips Elisa Ciarametaro, writing for CustomerThink, offers to stay relevant today.

3 Keys to Digital Customer Experience

Gather Feedback

What’s top-​of-​mind for your clients today? You can find out through recent surveys you’ve sent out to your clients or by reviewing outreach from your clients. You can also figure out what’s relevant to clients by discussing the topic with your coworkers. What have both prospects and your existing clients been talking about with other departments within your company? Keep up-​to-​date with the issues your clients are facing and base your outreach on that information. Remember, digital customer experiences are key with social distancing in full swing. 

Don't forget that Get To Know Your Customers Day takes place on the third Thursday of every quarter. That's right. It's important for businesses to pay attention to their customers and now they can do that every quarter by observing this important holiday. If your clients are paying regular attention to their customers, it's time to start. Otherwise, they risk losing them to the competition.

Utilize Social Media

Nowadays, it seems everyone puts their entire lives on their social media pages. Why expect any different behavior from your clients and their businesses? Include it in your digital customer experience. If you want to craft messages that are relevant to your clients, look at what they’re posting about on social media. Start your outreach out by letting your clients know that you’ve read their posts and offer more information, solutions, or even simply empathy about what’s important to them. Mark your calendar to observe Know Your Customers Day and send out a social media message soliciting feedback every quarter.

Keep Up-​to-​Date with Industry News

You may provide products and services that help industry verticals, but maybe those aren’t your areas of expertise. Even if they are, trends are ever-​changing and it’s your job to keep up with what’s relevant to your clients. Add this to your digital customer experience strategy. Send along posts that you think would be interesting to your clients. Or, based on the posts’ content, reach out to your clients with questions on how you and your company are addressing current needs and note whether you have any offerings that could help solve their emerging problems.

And don't forget to help your clients follow up on past purchases. A quarterly email that is personalized with respect to customer name and what was purchased is an excellent way to observe Get to Know Your Customers Day and to build return business. If your clients haven't heard about this quarterly event, it's time to start talking to them about what strategy to take.