Engage consumers via non-transactional touchpoints

New Ideas in MarketingEssential news for marketers, summarised by YouGov
January 03, 2022, 8:57 AM UTC

Offer consumers self-service customer experiences (CXs) to boost growth, innovation and retain shoppers.

Companies that express gratitude to their customers by enhancing their services and support are more likely to retain them and build loyalty. To deliver seamless CXs, provide training programmes and educate customers on how to best use the brand's latest tech tools.

Create touchpoints in the customer journey to connect with prospects outside of the regular transactional engagements to strengthen brand relationships. Going above and beyond the normal customer journey to connect with customers during holidays, birthdays, and other special events can help brands differentiate from competitors.

Connecting with customers through their preferred communication channels, like emails, SMS, social media, direct messages, and more, can help brands conduct business efficiently. Brands must adapt their messaging to show consumers their needs are being heard and to convey gratitude.

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