It’s common retail wisdom that acquiring new customers costs exponentially more than keeping the ones you have. Now more than ever, your current customers are your most valuable asset, and they shouldn’t be an afterthought. Nurturing established relationships is critical, especially as vocal consumers increasingly turn to social media to share their experiences (both good and bad) with the world.
If last year proved anything, it’s that agility and adaptation are key to meeting customer needs, building trust and developing an ongoing, mutually beneficial relationship. In this session, we’ll take a look at retailers — including Instacart, Birchbox, Thrive Market, Cotton On and Dollar Shave Club — that are winning the customer service game by:
- Offering multiple contact channels for queries and ensuring the customer experience is consistent across all of them;
- Leveraging data to develop a deep understanding of each customer and personalize interactions;
- Deploying new CRM solutions such as chatbots and SMS messaging to increase responsiveness, decrease costs and offer more substantive interactions with customers; and
- Building scalability into their CRM systems so they can react quickly to unforeseen circumstances and take proactive action when things go wrong.
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