Six Ways the Intelligent Engagement Platform Can Help Sales and Customer Success

If your CSAT score exceeds 60%, NPS score greater than 70, sales revenues are high, and you don’t want an engagement platform that maximizes customer success and sales, don’t read this.

You are now ready to discover how an intelligent customer engagement platform can increase your sales revenue, increase repeat purchases, provide great customer experiences, improve upsell/cross-sell opportunities and dissolve silos, and improve accountability.

Ten Tips You Must Know About Customer Relationships

Business success is directly related to customer satisfaction. Low customer satisfaction can also affect retention, engagement, and loyalty. This is a sign that you are not providing good customer service. It can cost consumer brands as much as $62 billion annually. Customers will have a delightful experience with your brand if you build and maintain good customer relationships with them.

Building customer relationships is important for a variety of reasons, including better Engagement and higher Retention rates.

What is Customer Relationship?

Customer relationship is the process by which a consumer brand develops a strong rapport with its customers. The process of planning and synchronizing interactions with current and future customers is known as customer relationship management (CRM).

Our goal is to achieve high customer engagement and business fulfillment. Customer satisfaction is an indicator of customer relationship success.

Communication is the foundation of all relationships. With the advent of social media and the internet, you have more ways than ever to communicate with your customers. Communication that is great goes beyond the words and creates a bond.

What strategies can consumers use to improve customer relationships?

Here are 10 ways to build strong customer relationships

1. 1.

Using a customer’s name when talking to them in person, by phone, by email, or when creating customer surveys is one of the best ways to have a more personalized customer experience. The friendlier, more humane approach to the customer-business relationship does not sound coercive.

If a customer purchases your product, sign up for a trial or makes an inquiry, contact them directly to see if you are able to help them. Even if they decline to assist, customers will still appreciate your gesture and be more positive about your business.

You shouldn’t spam customers and you shouldn’t send them messages too often. It is best to build a relationship with customers by sending them personalized messages that are based on their interests and delivered through their preferred medium.

2. Be realistic about your expectations and don’t lose sight of the prize!

Don’t rush or try to get too far too soon. Building a partnership takes time and commitment. Your customers won’t immediately believe you can deliver on your promises. They will be more likely to seek your guidance and input to help them grow their business.

Because customers are different from one person to another and their needs change over time, it is impossible to say that you know exactly what they need. So you can ensure you’re meeting your customers’ needs, it is important that you find out their priorities and why they choose to do business with you.

Customers will hold on to your promises and if you make promises they don’t keep, it is a sure way to disappoint them. They can also spread the information, which could jeopardize your company’s reputation. Promise what you can deliver.

3. To maintain healthy customer relationships, solicit feedback from customers

Build a stronger Customer Relationship by soliciting opinions on multiple channels

Ask for feedback from customers or use social media to solicit it. Customer feedback is one of the most valuable assets a company has. Customer feedback is a direct indicator of how satisfied customers feel with your brand, products, and services in general. It can also tell you a lot regarding your customer satisfaction levels.

Furthermore, customer reviews will aid in the improvement of your services and products, as well as provide data that helps you make better business decisions. Customers will appreciate your taking it seriously.

Do not wait for your clients to give feedback. Be proactive and ask whenever you can. Social media surveys can also be used to get feedback from consumers on the aspects they like most about their interaction with your brand and what they would like to change.

Conduct surveys whenever you are planning to launch a new product or service. This is a great way to build customer loyalty.

4. Self-help is possible

Modern customers prefer to solve their own problems and not have to deal with customer service representatives. Find the most common problems and questions, then respond with detailed articles and step-by–step tutorials.
You can combine the FAQ/Knowledge Base section and the auto-reply function.

It is easy for customers to check the link by adding it in their email body. They will be able to find the answer they seek.

5. Try out giveaways, discounts, and free shipping

Discounts are a great way to encourage customers to purchase from you. A first-time buyer discount code can be included on your website. You can also send emails to customers with information about the discounts.

Consider doing giveaways. This can work well if you offer a subscription-based service. For example, customers could be eligible to win a month of service for free or a subscription that they can share with friends. You can also encourage people to share giveaway-related posts via social media.

Customers consider free shipping to be a “discount” because it lowers overall prices.

Offer free shipping for returns. This is a common concern for retailers as they fear losing money if they have the to pay or reimburse shipping costs. Don’t be discouraged, you can give it a shot. It increases trust and loyalty.

6. 6.

If you want to improve customer service and loyalty, it is important to quickly respond to any complaints. Respond to both negative and positive reviews. Both positive and negative feedback should be acknowledged. If you receive negative feedback, apologize. It will increase customer loyalty beyond just compensating them.

Consistent action builds trust, which is particularly important since prospective customers can view the experiences of current customers via digital and social media.

7. 7.

A guarantee will make it easier for customers to feel secure about purchasing your product. If customers feel they can trust the product, they will be more inclined to like your brand.

Prospective buyers will be less worried about risky investments and buyer’s remorse since there is no upfront cost for a free trial. A well-executed free trial combined with a fair refund policy can be a powerful tool to encourage customers to try your products or services.

8. Offer prompt and efficient customer service

Prioritize customer support and provide prompt service

Communicate with your customers promptly and in a timely manner. Customers expect prompt and professional answers when they have questions about your products or services. Think about it: Most people don’t have much time these days. Customer satisfaction can be affected by even half an hour spent with customer service.

So, provide omnichannel support:

• Personal communication with staff
• Support via social media (platforms that your customers use);
• Email support;
• Telephone support
• Chat support

Your customers should be able to reach you as easily as possible. You should list hours for any live chat or business phone service on your website. This will allow users to know when they can reach you. Customers who feel valued and satisfied will be more likely to use your customer service services.

9. Reward customer loyalty

Customers today need personalization. Personalization is key to customer retention and increased revenue. A loyalty program can be a great way to give customers a personalized experience. It makes it easier for you to get customer data. Programs that offer high levels of service are more popular with customers.

Recognize and reward loyal customers for their loyalty. You can offer them special deals, invite them to special events, and let them know about new products and services. Customers who are satisfied with your services and products become loyal advocates.

Remember that your business exists solely because of and for your customers. Customers will return for more if they receive exceptional customer service.

10. To build a better customer relationship, say ‘Thank you’

You can thank your customers in many ways, such as email, social media, phone call, formal receipts and handwritten notes. This is especially important in these digital age. A handwritten thank you note is appreciated even though it is not possible to send one electronically.

Thank you notes let customers know how much your company cares about them. They also show that they are valued as people, and not just as a source for revenue.

Remember that thank-you notes written well will generate positive word-of mouth publicity for your company. It’s simple: customers receive the thank-you notes and share a picture for their social media followers. You can also send holiday cards!

Building and maintaining relationships is the essence of business. Customers are your most valuable resource. Take care of your customers and pay attention to them. Keep in touch, not just communicate with customers.

We are pleased to announce our partnership with Apxor. Apxor is the first global no-code mobile app adoption and growth platform. This partnership will allow you to create more persuasive campaigns, by linking your onboarding and adopt activities to in-product messaging.

What is Apxor?

Apxor helps product managers and growth marketers set up and run product experiments easily without creating a dependency on release cycles. To find the best product for your users, you can monitor and analyze campaigns. Apxor allows you to create smart nudges such as tooltips and coach marks. This allows you to create onboarding walks, product tours and contextual new feature discovery nudgings.

How to use Apxor and MoEngage to onboard and adopt

Use MoEngage to bring people to your app via push, email, SMS, or social, and Apxor to guide them through the optimal conversion path via nudges, tutorials, and more. To optimize your onboarding, adoption and marketing activities, analyze campaign data from MoEngage or Apxor. These are just a few examples of how this partnership is being used:

Personalize your onboarding journey

MoEngage allows you to find out how many people have downloaded your app, but not yet opened it. To encourage users to download your app, create a segment and send personalized push notifications. After they have logged in, Apxor will launch tutorials to help them understand your value proposition and highlight your key functionalities.

For example, take a food delivery service that uses MoEngage segmentation to identify users who have dropped off and not yet placed a order. This app can send out personalized push notifications (via MoEngage) to bring users back to the app, and then use Apxor to launch onboarding tutorials taking them through the most exciting food items.

Bring your users to the app and take them through an engaging journey

Users should be moved down the funnel

Use MoEngage’s user path analysis to find out where your users are dropping off the most, indicating that your users could need some extra information at this stage to proceed forward. Apxor can be used to fill this gap. It provides contextual nudges to give your users information, motivating them to take the next step.

Consider a retail app that detects high drop-offs during checkout using MoEngage’s user path analysis. The app could then show users a contextualized nudge using Apxor, saying ‘No Shipping Charges for your area,’ incentivizing them to check out.

Identify drop-offs and onboard them with contextual campaigns

Keep users who are likely to convert and keep them happy

Use MoEngage’s predictive segmentation to identify users who’ve been hibernating for too long and are most likely to churn. Send them an email or SMS announcing new features, the latest arrivals, or changes in subscription plans. Use Apxor’s coach marks or in-product tooltips to introduce them the latest updates.

An EdTech app could use MoEngage predictive segmentation to identify students who haven’t been to a course for a while. This app can send out an email announcing an exciting new course and then set up coach marks using Apxor to introduce them to the new courses.

Create campaigns for adoption using smart nudges

Cross-sell and upsell using targeted recommendations

Analyze your user’s behavior with MoEngage to identify purchase trends and champion customers. Personalize your messages with MoEngage, and use Apxor to deliver them at the right moment, encouraging them to discover upsell or cross-sell benefits.

For example, a BFSI app could use MoEngage’s behavioral analysis to determine which users are most likely to invest with mutual funds. Send these users contextualized recommendations via Apxor, encouraging them to start investing instantly.

B2B Sphere: Trust, Rewards, and Risk

You are here:

Isabel Montesdeoca VP, Group Director, and Ian Bruce Principal Analyst

Show notes:

Trust is often viewed in the context of the consumer — trust in brands, institutions, and the government. It is also crucial in the B2B space, where purchases can have major consequences. This week, Isabel Montesdeoca, Group Director and VP, and Ian Bruce (Principal Analyst) explain how trust works in B2B and what companies can do to improve it.

B2B buying relationships are different from consumer transactions in that trust is a key component. B2B buying relationships are based on a risk-reward calculation. The greater the reward or risk associated with a purchase decision, the more trust you have in that factor.

Montesdeoca states that the risk you are taking is not only for yourself but could also be mission-critical. This is a significant weight that must be considered. If you find a solution that increases your efficiency and competitiveness, that’s a huge reward for making the right decision.

B2B companies do not all build trust the same way. Certain aspects of trust are more crucial in certain industries or situations — for example, accountability might be important while empathy and transparency might be vital in others. It is possible to increase the trust level of your buyer by knowing which dimensions are most important.

These analysts will explain how to find these dimensions and use that insight to build trust. The analysts also discuss the many benefits of trust investing, such as higher buyer status and greater ability to rebound from mistakes. Listen to the episode for more information.

The supply chain trust is being abused by our adversaries: They continue to use our tools against us

I think that GLaDOS, the evil AI from Portal, was trying to convey the importance of security through her song “Still Alive.” Portal’s fictional artificially intelligent computer system sang “But there’s not sense crying over every error.” It’s just a matter of keeping trying until you’re out of cake.” She was probably referring to how we are our worst enemies because we trust our supply chains until there’s nothing left.

Our trust is so great in our systems, vendors, partners and vendors for software deployment, monitoring network performance, patching (both software and hardware), procuring software/hardware and many other tasks. One such system was used to attack thousands of companies in a ransomware attack.

This attack targeted Kaseya VSA IT Management Software. It was intended to enable IT administrators to monitor and automate routine tasks, patch systems, and deploy software. An attacker was able to exploit the zero-day vulnerability to gain access to customer instances of Kaseya VSA IT Management Software and then use its native functionality for ransomware deployment to these customers‘ endpoints.

Managed service providers (MSPs), who use Kaseya software for managing their customer environments, compound the problem. The ransomware was spread to customers by the MSPs after the Kaseya software was compromised.

This is just one example of the many ways attackers abuse trust in unique and unusual ways. IT professionals and security experts alike are left wondering, “Why hasn’t this happened sooner?”

Attackers are getting bolder

Ransomware group REvil is getting bolder. It is clear that an attack such as the one against Kaseya was planned and designed to inflict maximum damage on the largest number of targets. They boasted about infecting over a million devices and demanded $70 million ransom immediately after the attack. They promised that the decryptor would work for all affected organizations if one company paid them.

This highlights a worrying trend that we are seeing: Attack targets shifting away from specific organizations to exploit platforms like Kaseya and SolarWinds that allow multiple organizations to be affected. The attackers continue to study the tools we rely on in order to exploit the native functionality to execute attacks. This attack took advantage of an older version of Microsoft Defender, which allowed sideloading other files.

Software is vulnerable all the way down the chain

Let’s be real. We don’t know what this thing is. You can just put it in the corner and I’ll deal later with it.” — GLaDOS

All the tools that organizations rely on — such as tax software, oil pipeline sensors, collaboration platforms, and even security agents — are built on top of the same vulnerable code, platforms, and software libraries that your vulnerability management team is screaming from the hills to patch or update immediately. | All tools used by organizations — including tax software, oil pipeline sensors and collaboration platforms — are built on the same vulnerable code platforms and software libraries your vulnerability management team is screeching from the hills to update or patch immediately. }

Both organizations and their suppliers must hold vendors, partners, and other parties accountable for the security vulnerabilities in the software they’ve created. They also need to understand the risks they are taking by deploying the software within their environment.

You can run faster than the next guy; take defensive steps now

Allie Mellen (our blog Ransomware: Survive by Outrunning the Guy Next to You) and I discuss ransomware protection. We talk about how to harden systems so that your organization is a difficult target. By exploiting trust in systems, supply chain attacks can bypass defenses. You must examine the trust that you place in your supply chain to protect yourself from them.

Organizations should begin by taking inventory of key partners who have a significant presence in their environment. This could include vendors that provide collaboration/email, MSPs responsible for monitoring and managing infrastructure, or security providers that might have agents deployed to all systems. Once you have compiled your list, the next step is to:

• Ask your partners about the preventive measures they are taking to stop you becoming another victim of a destructive attack. Ask about the gating process used to push updates to your environment. How does the solution provider validate updates before pushing them? Also, ask how they assess code for vulnerabilities.
• Ask if they have the right processes and architecture to stop the kind of lateral movement that we witnessed with the latest attack. Ask them how they protect their environments, including their update servers. Ask for third-party assessment or audit results.
• To find out which contractual responsibility your partners have for keeping you safe from ransomware or malware, review your service agreements. If you are the victim, understand your rights to seek compensation if they use their systems as delivery vehicles.

Forrester addressed third-party risk in its top recommendations for the year. We also recommend that organizations take proactive steps to implement the prescriptive ransomware advice, as well as look at the additional ransomware resources that we have collected to reduce the attack radius.

Shop was created to strengthen your relationship with customers on the phone. We’ll be sharing more details in future blogs about the strategy behind Shop, our first consumer-facing app. We’ll be answering the following questions: Why did we make Shop an app? How does Shop work with your business?

Shop is an app.

You might see trends in the ScreenTime feature of your Android or iPhone. We spend more time using a few apps than we do browsing the internet, so social networking and shopping apps are increasingly important drivers of commerce.

This is also reflected in Shopify’s metrics. We’ve seen a 275% rise in traffic to Shopify over the last four years. This is despite people leaving online shops and landing at checkout. Apps are the most popular way to discover and buy. However, it can be costly to use apps to drive traffic and build one yourself. The Shop app is a free channel that allows merchants to secure high-value real property on their customers’ phones.

Imagine your store being the third most-popular shopping app in America. Shop makes it possible.
Shop is the personal shopping assistant of your customers, and this makes it the best shop in town. It simplifies and improves customers’ cart-to-home journeys in all their favorite stores. Shop’s app is unique because its features aren’t only convenient but also meaningful. ShopPay is faster and safer to shop safely. It also offsets carbon emissions by planting trees free of charge. Customers are less likely not to miss a delivery with real-time order tracking that includes push notifications and a live map view. Shop has been able to earn its place in the top 100M smartphones and app store leaderboards thanks to these thoughtful touches.

How Shop works for (and with) your business
Shop helps merchants provide a better cart-to-home experience. Shop also makes it easier to drive repeat and new purchases faster with easy remarketing opportunities. Shop gives merchants the ability to create store profiles that Shop users can use to search for new products and deals. We already see that 9 percent of Shops tab users click to see merchant profiles and product recommendations in greater detail. __S.30__

Every merchant who wants to grow their business must be able to drive targeted discovery and rediscovery. It can be five times more expensive to acquire a new customer than it is to retain an existing one. Marketing Metrics shows that conversion rates for existing customers are between 60-70% and 5-20% for prospects. Shop helps merchants level the playing field by increasing brand visibility in an app and facilitating discovery through the app without having to build one.

There are many options for shopping

Imagine being able to notify customers instantly about a flash sale or product launch. The Shop channel allows for valuable, timely and exciting interactions with customers. We’re only just beginning.

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