In today’s digital world, now it truly means to say that ‘Customer is the King’. Consumers to have access to vast information with easy internet availability. Customer satisfaction is no longer a traditional word to be used to measure happiness. It is now have become the real deal when it comes to revenues of any sustainability of the business.

There are tons of tactics that a company can try to keep up with customer’s expectations. In this blog, we are going to learn about lessons learned from 2019 to be implemented in 2020 for better customer engagement.

NPS– NPS is known as the ‘Net Promoter Score’. This score is very essential to measure and monitor consistently. Investors have started looking at NPS scores of a product or service very seriously. NPS is the latest way to measure customer happiness index. This has become important as this methodology has the ability to gather feedback about a product or a service from time to time.

How does it work? It works on very simple math. Let’s look at it with a simple example. Say you have 100 customers and have you have asked them to rate your product on the scale from 1 to 10, 10 being the best. The customers will also have an option to write a personalized message if they rate lower than the expected threshold. In this case, let’s take the threshold at 7. Basically, anyone rating the product 7 or below 7 will have to write the reason for the low rating. Depending on their ratings they will be called detractors and promoters. Click here to read about how NPS is calculated in detail. 

Upgrade offers- You can find many cold calling tips for sales but it equally important to keep the customer engaged by providing him various offers to upgrade. Generally, the customer wants to first try the product and then based on experience, they may want to upgrade or downgrade. There are multiple ways to pitch the customer for the upgrade but the best way is to get a local phone number and call them. 

Talking to the customer is by far the best way possible to increase customer engagement. This gives the company and the customer an opportunity to share meaningful information from each other.

Survey- It is observed that 76% of the customers switch the service provider just because no one asked them about their experience of using the service. Due to cut-throat competition in the market in almost every industry, there are companies that offer lucrative offers and discounts to cross-sell. It won’t come as a surprise the customer leaves you in a very short period of time. 

Every business must get a virtual phone number in their customer service department and start calling the customers to gather feedback. You can ask only 2 simple questions. Are you happy using the XYZ product? and Would you recommend XYZ to your friends? Upon making 100 calls you will get mind-boggling results.

The ultimate guide to customer engagement in 2020

Newsletter- It is extremely important to make your customers feel part of the company’s growth. It will add tremendous value for retention and reference. Every company must send at least one newsletter, either a hardcopy or softcopy. The newsletter generally, includes customer experiences, new releases, industry news, employee blogs, etc.

Newsletters provide the best return on investment in a short period of time. It is a must adopt a customer engagement tool.

Notifications- If you are in the software business or you have a website to display your product or service. Then, you must send web notifications to customers to promote your product or service with the best discounts and deals. It will provoke the consumer to upgrade or refer. You can also use pop-ups, push notifications using push APIs in the case of Android and iOS apps.

In fact, it has become very popular to send personalized notifications to the customer directly on their birthday and anniversary. Sending out SMS or email is also one form of notification. This basically means that you should know everything about your customers and delight them with various notifications to keep your brand on their tongue at all times.

Notification increases the visibility of your brand and offers by at least 20% then average. It is one of the most used tools in 2019 and will be more popular in 2020.

The ultimate guide to customer engagement in 2020

Conclusion- Customer engagement is a vital factor in the success of any product or service-oriented business. You may have the best sales automation in place however, it is equally important to keep the customer engaged throughout the journey. All of the above tools and methodologies will help your business grow at a faster speed. Moreover, it will help you analyze your own challenges and struggles that you should work on.

Launching a business is easy, marketing is tough, selling is tougher and retaining is even harder than selling. Therefore, customer engagement becomes a very important practice in the business for consistent grown and sustainability. 

It is not a secret that the modern day logistics is dealing with very complicated business management processes. Logistics companies need to analyze the information about thousands of clients around the world and effectively manage the routes that extends through several continents. How to find the best solution to run these complex procedures? Every larger logistics company has the same brain teaser.

Looking for an easy solution

Just a few years ago, an international freight forwarding company “Baltic transline” got stuck on the same business management question. The company offers a wide range of services which includes cargo collection, transportation between the terminals and delivery. The company operates in the Baltic States region as well as the Scandinavian countries, CIS, also in the Central and West Europe’s markets. “After the successful phase of development into the foreign markets, we gained more clients but their expectations have increased as well. Also, the need has arisen not only to monitor the effectiveness but also to follow the market trends. We have all kind of clients – from the leaders of the market to freshly made start-ups, so we needed a tool which adapts to the needs of every client”, – tells Mr. Marius Dūdėnas, the spokesman of “Baltic transline”. The interviewer highlights that they were looking for an easily managed tool which could help to fix all the complex issues. “From a technical point of view, the new tool had to help, rather to cause problems”, – he says. After considering the simplicity and provided opportunities, “Baltic transline” decided to try sales management system (CRM) created by Teamgate, which was installed in Spring, 2013.

Related: Ways a New Sales Leader Can Rapidly Add Value and How Do Sales Work at Innovative Companies?

The speed and quality of data analysis

Adolis Jančiauskas, a sales manager at Teamgate, observes that Logistics business sector is indeed very dynamic, having frequent changes in the market and huge competition. The clients are usually from different countries so their business habits are different as well, which makes the whole process even more complex and interesting.

“In order not to get involved into the so-called “price wars”, you need to see the full picture of the client. It helps to understand the needs better and to give the right solution on time. Also it is very important to give each client enough attention to ensure his loyalty. It is really hard or nearly impossible to do all of it without having the right tools”, – says A. Jančiauskas.

Exactly for this reason the “Excel” tables are no longer enough to store all the relevant data about the clients. “When working with loads of data, sooner or later the main disadvantage of the “Excel” tables becomes quite clear – it takes ages to find the information you need. These tables are designed to help you calculate, not to store other clients’ data. Anyway, the habit of working with the “Excel” tables could be explained that simply there were no decent client management tools some time ago”, – says A. Jančiauskas.

How does the most suitable CRM look like?

Marius Dūdėnas highlights that they are using the “Teamgate” system for three years now and their business development and customer service divisions especially values it for its simple control and the opportunities to easily plan and track all the actions. “One of the great features is that the system lets you not only to maintain a close connection between the company and its clients but also to react to the market changes, as well as to measure the effectiveness and results of the employees even more objectively”, – says M. Dūdėnas. 

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Adolis Jančiauskas admits that the “Teamgate” tool is a perfect fit for the specifics of logistics industry because of wide functionality and simplicity. “It is really hard to find both functional and handy tools in the market. Functionality and simplicity also means a straightforward CRM installation process, team engagement and successful automation of the processes”, – says A. Jančiauskas.  An important role is held by analysis tools which helps to track how the goals are implemented and to identify where there is a need to improve. “Companies usually pay little attention to this but you must keep in mind that the business can only grow when it can clearly see this kind of data”, – points out the sales manager of “Teamgate”. He also pays attention that the “Teamgate” tool can also offer even more functions which are vital to the transportation industry – flexible additional information field management that allows to collect other specific data about the destinations of export and import, types of cargo and clients’ list filters under various criteria.

The interest grows quickly

While talking about more general hot CRM trends, the sales manager of “Teamgate” notes that the interest in CRM solutions is increasing among the logistics companies in Lithuania. And there is a probability that this kind of interest will only grow in the future.

“The procedure of switching to CRM occurs gradually – when the organization grows, the number of employees and clients increases, therefore there is a desire to track the information from different angles. At this exact point it could be really hard to find the relevant information fast enough. When the same problem occurs for a couple of times, you start looking for a way to make this process easier. This happens frequently enough in our business and we see it as one of the cases when companies start to show interest in CRM solutions”, – tells Adolis Jančiauskas.

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