The Championship starts today at the All England Lawn Tennis Club, Wimbledon SW19. If you’ve ever been you’ll know the complex of buildings above the ground hide a labyrinth below the ground. You’ll also know how easy it is to get lost in the hidden maze of inter-connecting tunnels, without signs, information or helpful guides.
Irrespective of which channel customers are interacting with your brand, whether it’s a call centre, on the web, mobile, or a digital assistant, consumers’ relationships with brands continue to evolve. People are finding faster and more efficient ways to get things done. As a result, brands are no longer competing with other brands in their category. They’re now competing with the best experience a customer has ever had.
As Wimbledon 2017 starts today, here are the four areas brands should invest in to improve relationships with customers. Follow these directions to become a Championship winning brand lifting the silverware:
1. Forty-Love: Help me faster
Consumers are shifting their thinking from “Who does it best?” to “Who does it best, now?”
53% of people will abandon a (mobile) site if it takes more than 3 seconds to load.
2. Set- Point: Know me better
Consumers want to be served relevant experiences—regardless of context, device, or channel.
63% of people expect brands to use their purchase history to provide them with personalised experiences.
3. Match Point: Consistency counts for me, everywhere
Consumers expect seamless experiences every time they interact with a brand.
62% of people expect brands to deliver a consistent experience (whereas only 42% think most brands do).
4. Championship Point: I’ll sell your brand for you for free
When your customers like you, they become advocates of your brand will recommend you to their friends, for free.
89% of people are likely to recommend a brand after a positive experience (on mobile)
Follow these four ways to build customer relationships and you’ll beat your competitors, game set and match.
Get Started With Customer Engagement – The Easy Way
To help you get started on the road to being a championship winning brand download our free guide to getting started with customer engagement today.