Engaged customers tend to be more loyal ones, spending more money with their favorite businesses at every stage of their journey. That’s why savvy businesses are prioritizing customer lifetime value (CLV) with engagement strategies that put customers front and center.
And the first step to becoming a truly customer-first enterprise is getting to know your customer engagement life cycle so you can deliver meaningful experiences in the moments that matter.
Delivering personalized, consistent communications through the entire customer journey is, however, a challenge – especially in our ‘anytime, anywhere, any channel’ world. It’s harder still for businesses managing data and communications across disparate platforms, providers, and systems.
What if there was a better way to cultivate, build and maintain experiences that resonate on a personal level and increase CLV? With an integrated, omnichannel approach you can be there for customers every step of the way. And the easiest path to automate and deliver richer, more profitable journeys is with a single cloud communications platform.
Win attention across the customer engagement lifecycle
Exceptional engagement that wins lasting loyalty doesn’t come from a single interaction. Businesses need to attract attention with ongoing personalized, relevant interactions at all the key stages of the customer journey, including:
- Sales and marketing
- Authentication and security confirmation
Each of these touchpoints throughout the engagement lifecycle offers opportunities to remove barriers, improve experiences, and create meaningful connections.
Getting to know your customer starts with marketing, when you’re introducing leads and prospects to your business for the first time. Here, teams equipped with tools that help them track and manage interactions as they happen can react fast to evolving consumer needs. They can use rich customer profiles to create customized engagements for each lead and move them along the funnel to sales, on whichever channel prospects prefer.
Delivery is a critical chance to fulfill customer needs and an increasingly tough, competitive space. SMS and MMS alerts are an ideal way to be responsive, for example by delivering live tracking information to customers’ mobile devices.
The longer-term engagement journey continues with support. Here, automation helps with answering questions and resolving issues, using centralized data and analytics to route queries to the right agents, on the right channels.
And of course, consumers want to feel safe and know that you’re protecting their data throughout the journey. You can eliminate friction during onboarding and account login moments by offering secure, fast authentication that also improves experience and engagements.
The right omnichannel cloud contact center solution will make it easy for you to communicate more effectively, in all the ways consumers want to be in contact at each of these touchpoints – and the many other interactions you’ll have throughout their entire lifecycle.
Taking engagement to the cloud
Bringing every interaction together in one platform enables you to connect the dots between all your online and offline sources. Combined data from these disparate places can trigger all sorts of automated interactions, and deliver in-depth insights that lead to incredible customer journeys.
To achieve this, more and more enterprises are moving their communications strategies to the cloud – making the shift from disjointed and reactive customer service to informed, proactive, and intuitive engagement. They’re using data to deliver seamless experiences, wherever customers are.
It can feel daunting to transition to cloud tech. There’s all that information to transfer, various set-up processes to get through, and teams to onboard. But it’s much easier than you might think to automate the full customer journey when you have the right tools and support in place. A single, customizable cloud platform empowers you to design, program, and deliver engagements that create value for your customers, your agents, and your business.
Better experiences for customers and agents
A unified platform gives agents a single view of the customer across the full gamut of channels and touchpoints, equipping them to build strong, lasting relationships at every opportunity.
A customizable cloud platform can also create a simple workspace for customer support teams. Having access to an easy-to-use, intuitive interface means agents can view customer histories at a click and set up workflows to automate repetitive daily tasks – freeing them up to do value-add work. Being able to move from ‘problem’ to ‘resolution’ faster, and switching the dial from problem-solving to nurturing valuable relationships, is huge for CLV.
Providing omnichannel comms from one platform doesn’t just make conversations easier to manage – they also become easier to measure. Businesses gain a clear overview of each agent and channel’s performance metrics. Drawing on this, they can continuously monitor, adjust, and optimize journeys, pivoting across mobile, email, and all the channels customers use to attract, engage and delight them wherever they are.
Lasting loyalty translates to long-term benefits
A positive CLV is ultimately about keeping your customers satisfied, happy, and loyal. Moving your communications strategy to the cloud and combining all customer interactions via one platform is the most effective way to do this. A single platform approach becomes the launchpad to building CLV – helping you make relationships stronger, longer, and altogether more profitable over time.
Find out more about how cloud communications can deliver lasting value to your organization