Notifications Will Be a Differentiator in 2014 and Beyond

Posted by WNG Marketing on Tue, Dec 31, 2013 @ 08:12 AM

Some of you just shrugged and some of you with five to seven notifications showing on your smartphone right now just perked up. Notifications are an important part of our everyday life. We choose how they come to us, what they report and when it is reported.

Notifications can save lives, time, money and help keep us in the know. Think about it this way - can you imagine NOT getting your notifications? 

What We’re Seeing

We process billions of Notifications for our clients each year and we showed an amazingdescribe the image increase over 2013. Our clients, some of the largest brands in the world who have been using notifications for years, are seeing the benefits and feeling impact across their businesses. SMS or text notifications showed the most rapid growth with a 51% increase over the last year. 

Expectations Will Only Get Higher

In 2014, we expect that mobile usage to grow at the same rate or higher as customers continue to expect the best possible service and experience on their preferred communication channels; whether that is text, email, social media or phone. Communicating with your customers on their desired communication channel is important but for the best possible results, this needs to be integrated with the best possible customer experience. 

Proactive Notifications

Notifying someone prior to an event versus after one may garner you that differentiating edge you’ve been looking for. Communicating with your customers proactively is another way to improve your customer satisfaction. By proactively notifying customers of store closings, coupons, travel updates, shipping notifications, safety tips and much more, you are preventing possible customer service issues.

How will your 2014 communication plan compare to last years or to your competition? By integrating multiple channels and proactive notifications into your 2014 customer communication strategy, you will increase customer satisfaction, customer engagement and stay one or possibly two steps ahead.

Tags: Communication Strategy, Communications, Engagement Opportunities, Customer Service, Customer Satisfaction, Proactive Communication, Conversations

Drive Holiday Results with a Multichannel Engagement Strategy

Posted by Natalie Davis on Fri, Dec 06, 2013 @ 09:12 AM

 

It’s that time of year again! Everyone is bustling trying to finish buying holiday gifts, preparing for visitors and the new year. Making your customer’s shopping experiences and lives easier during this time is more important than ever. Customers already want information immediately and conveniently but during the hectic holiday season - providing this information when they need it and how they want it, can be a differentiator and a business driver.

describe the imageWe’re all seeing the dozens of TV commercials for electronic holiday gifts, ranging from cell phones, laptops, tablets and more. Customers are always on the go and due to the increase of mobile usage; customers expect relevant content on their preferred channels.

Many companies are thinking about how to earn business during this high volume, high stakes season if they want to stay ahead of their competition. Three in five retailers dedicated over 20 percent of their online marketing budgets to holiday efforts.

Companies can ensure their holiday season will be a success by incorporating multiple channels into a customer communication strategy and by being proactive and engaging with customers. By sending notifications on a preferred channel, like email and SMS text, customers are more likely to read your messages and have a positive experience.

Eighty two percent of retailers are making investments in mobile this holiday season and you don’t want your business to be left in a snowdrift. By sending notifications to your customers on their preferred communication channels in a compliant manner, you are providing a convenient way for customers to engage with your company and making it easier for them to do business with you.

By proactively informing customers of holiday deals, special events, shipping updates or travel notifications on multiple communication channels, you are improving customer experience and providing the highest level of service consumers expect. You will not only stay ahead of your competition but you will improve the lives of your customers – and that’s the best gift of all! 

Tags: Communication Strategy, Communications, Engagement Opportunities, Customer Service, Customer Satisfaction, Proactive Communication, Conversations

Getting in Front of the Storm | Weather and Inbound Customer Communications

Posted by Natalie Davis on Wed, Jul 03, 2013 @ 08:07 AM

 

When severe weather hits, many consumers don’t have access to the resources and services they rely on. Whether a customer is out of power, has a delayed flight, can’t pick up a prescription or can’t receive a package, customer service across all industries remains vital when weather is a factor. So why wait until it hits, get out in front of the storm and the ensuing wave of communications from your customers demanding answers and action.

C  Users nkdavis Desktop Storm cloud (grays)

 

Being proactive means being a true customer advocate

Reaching out to your customers before they have to reach out to you is a great way to improve customer satisfaction by providing a higher level of service. But don’t stop there; continue to inform your customers throughout and even after a weather event to reduce their frustration with your company, ease their anxiety and help them to comfortably weather the storm.  

Here are several examples of helpful proactive communications:

  • Safety and Preparedness Tips

  • Store Closings & Modified Hours of Operation

  •  Service Delay Notifications

  • Timely Status Updates

  • Emergency Contact Information and Instructions

Immediate Benefits:

By reaching out to your customers before they have to contact you, not only will you make them happy, you may also see a reduction of inbound calls, the strain on your call center and the resources needed to operate it. While you can never head off every call, and really why would you want to?  You want to provide the service your customers want and expect from you. If you can reduce costly inbound calls by a small percentage – wouldn’t that be worth it?

This goes farther than the call center.  Your PR and marketing department is also on deck during events like these.  They are preparing a multitude of communications for your upset, stranded and/or self-described “under-served” customers around the clock.  Do them and your customers a favor and enable them to be proactive.

Long Term Benefits:

During weather events and the disruption of service that ensues, your clients are using social media to read and talk about you and your great service or the lack thereof.  Your actions and or reactions to what to your customers consider a critical event will undoubtedly be the difference between favorable reviews or tongue lashings, that as mentioned above will undoubtedly have your PR and marketing departments scrambling. 

By communicating with your customers before, during and after a weather event, you give them peace of mind and build the foundation for a trusting relationship that will stand the test of time, and even a tornado.

For more information, please review our communication kit - Proactive Communications Around Storms. This kit provides best practices and sample messages that may help your team quickly communicate important information to your customers before, during and after a weather event.

Tags: Communication Strategy, Storm Season, Customer Satisfaction, Proactive Communication, Weather