As the saying goes, there’s no time like the present. That’s true in life and certainly in marketing where every second counts. Real-time isn’t just ideal, it’s expected. Through the magic of machine learning, real-time engagement keeps your brand on the pulse of your customers' wants and needs.
Real-time success doesn’t just mean keeping your customers happy. It also has significant impact on revenue. In fact, according to Forrester, real-time is the piece that’s missing from most customer experiences (CX). That’s troubling when you consider the same Forrester report also found that companies with the best experiences increase revenue two times faster than ones with a sub-par CX.
How can real-time customer engagement inspire that kind of revenue growth? It all comes back to CX and how it makes your customers feel about your brand.
Customers feel seen
No one wants it to seem like they’re in a black hole when engaging with a brand. When you let your customers know you see them immediately (via offers unique to their experience), they’re more likely to complete orders and return again and again.
A quick acknowledgement doesn’t need to be complicated — send a follow-up email once they’ve completed a purchase, or surprise them with a personalized offer that relates to their previous shopping habits. (Everyone loves a discount!) Even a timely reminder about that shopping cart they’ve left behind lets your customers know you care. A little visibility for your customers can go a long way towards boosting your bottom line.
Customers feel human
Customers are not robots. Nor do they want to engage with robots. When done incorrectly, automated responses feel impersonal, are ineffective, and can do serious damage to the trust you’ve built with your customers.
Real-time human responses provide an opportunity to engage in a personal way. Little things, like a personalized SMS push following up on a recent purchase (perhaps with a recommendation or two for the future), can make a big difference in maintaining that human connection with your customers. The emotional loyalty you build will keep customers coming back, driving revenue into the future.
Customers feel valued
At the end of the day, making real-time engagement part of your marketing strategy (and having the right technology in place) lets your customers know they’re worth the effort. The impact of that appreciation is no small thing — as demonstrated in Forrester’s findings.
But wait, there’s more: Telecom company, Telus International found 72% of consumers between 18 and 34 say they would be more likely to be loyal to a brand that replies to them as opposed to non-responsive brands. That translates to some significant spending over time. With customer engagement that’s quick, personal, and consistent, your customers will feel cherished and love your brand right back.
Real-time engagement isn’t easy, especially since consumer expectations for speed is accelerating just as quickly as the technology that makes it possible. Brands (and the marketing platforms that support them) need to be able to keep up. If you’re ready to get real-time, contact Cheetah Digital to get your customer engagement up to speed.
Cheetah Digital is a cross-channel customer engagement solution provider for the modern marketer. The Cheetah Digital Customer Engagement Suite enables marketers to drive revenue, build lasting customer relationships, and deliver a unique value exchange throughout the entire customer lifecycle. We are a business partner to the world’s best brands and have employees across 13 countries.