2022 customer experience guide From Merkle
The following is the 2022 customer experience guide From Merkle recommended by recordtrend.com. And this article belongs to the classification: User Research, research report.
Merkle, a leading data-driven and technology-based customer experience management (CXM) company, released 2022 customer experience implications. This guide aims to help brands identify the influencing factors of key strategies in the coming year and provide practical methods for brand leaders to create competitive advantage through marketing. The 2022 customer experience guide analyzes the impact of insight data, measurement indicators and business levels on loyalty, and puts forward how brands should solve these problems and maintain a leading position in the industry.
Michael komasinski, Global CEO of Merkle, said: “Merkle is committed to helping brand leaders understand the important role of customer experience in driving their business. In the coming year, building deeper and more valuable relationships with customers will be a necessary condition for all enterprises to achieve their goals. 2022 customer experience guide Encourage brand leaders to think about the direction of business development in different ways, and take multiple measures to maximize and deepen customer relations through a strong customer experience strategy based on data, measurement indicators and loyalty, so as to better improve the business level. “
Over the years, Merkle’s customer experience guide has continued to provide deep insights and insights to help brand leaders understand the most important indicators and results of the brand in the process of continuously improving its capabilities and expanding its data platform. The 2022 customer experience guide will help brands and marketers maximize customer experience and loyalty in the following three key areas:
1. Multi perspective insight into customer data – data is the core asset supporting the brand to establish contact with customers, but we need to look at and use the data from a different perspective. Now the top priority is to abandon the strategy of collecting a large number of data related to products and purchase cycles. Processing data from the perspective of customer experience will encourage enterprises to adopt another way of data collection, analysis and activation. In order to make the customer experience more valuable, the brand should grasp the liquidity of the marketing funnel, activate media communication, expand the content strategy beyond the website ecosystem, and implement new technologies to improve the customer experience.
2. Measurement indicators as a catalyst – in the highly competitive customer experience economy, changing the focus of the measurement framework from what can be measured to what should be measured will produce completely different results. An effective measurement framework will be able to measure the activities of all sectors and their impact on operations.
3. New generation of consumer loyalty – the first 20 years of global digital transformation mainly focus on convenience: using technology to complete daily tasks in a faster, simpler, more intuitive and more personalized way. Although these principles are reasonable, the industry is changing and paying more attention to relationship building. At present, the industry is entering a new era of loyalty. Establishing loyalty no longer depends only on points and rewards, but requires long-term goodwill and appeal.
Erin Hutchinson, global chief marketing communications officer of Merkle, said: “Consumer sentiment has changed dramatically over the past year, and brands are looking for new ways and means to reach audiences and provide experiences that consumers value. By processing data activation from the perspective of customer experience, measuring the impact of corporate activities on business results, and paying high attention to customer loyalty, brands will be able to better interact with target audiences and achieve unprecedented success Marketing results. “
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