A positive experience is the foundation of meaningful customer engagement and drives sales, whether with a brand, product, service or employee. If price were the only factor driving consumers’ purchase decisions, e-commerce sites like Lazada, Alibaba, Shopee, or Tokopedia would be the best examples, but this is not the case.
To collect, analyse and deliver actionable data to make better business decisions, marketers must employ powerful experience management tools. Putting the customer in the driver’s seat enables higher success rates and allows distributors and brands to produce products and solutions that consumers like.
But, the strategy of using only past purchase data to forecast future consumer behaviour is flawed. Marketers need to look forward now more than ever, not backward. Despite Amazon’s dominance, the opportunity that still exists underlines the importance of collecting, understanding, and using customer data by brands, retailers, and service providers.
It’s time to let customers help define the experience they want. The management of experience powered by predictive analytics is the key to improving the success rate of a marketing strategy. It can enhance the whole customer journey, including customers, products, brands, and employees’ experiences.
Marketers need to anticipate and deliver the brand experience that their customers expect proactively. Hence, next-gen management tools for experience are essential. Marketers can maximise brand value using real-time consumer data and predictive analytics.
They can get compelling data that helps make informed decisions by always connecting with customers in real-time and asking them about their preferences, needs, and expectations. Companies in every industry can now leverage advanced analytics to deliver to customers the experiences they demand.