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CMOs are the modern-day Renaissance man; juggling an entire company’s marketing strategy at all times while staying flexible enough to incorporate new trends and ideas into the marketing schedule. With so much at stake, there needs to be a set of ongoing priorities to keep the marketing department steady and efficient, kind of like an anchor in the midst of a crazy storm. In the age of mass digital influence, these are the three powerful anchors that will keep you focused and steady, even with all that’s raging on around you:
Tip #1: Focus on Your Target Customer
No matter what the trends are or how many different groups or demographics you want to reach at once, your first and foremost priority should be to make your customer experience as effective as possible with your target audience. To do that, you’ll need to know exactly who your target audience is and what interests them the most in order to personalize their experience and build the customer loyalty you want to have.
Evan Greene, CMO of The Recording Academy and Grammy Awards, said, “It is more important than ever to understand your audience and deliver a consistently authentic experience in order to establish, then reinforce, a trusted relationship.” One of the ways to initiate this authentic experience with your target audience is to use advanced Call Tracking. Call Tracking helps you to personalize your customer experience by tracking all of the most important details of your calls, such as your caller’s name, phone number, location, time of call, length of call, and reason for their call. This allows you to personalize your greetings and call distributions to match the needs of your target customers.
Tip #2: Ensure Excellent Customer Service
Excellent customer service starts with building a trusting relationship, and to do this, you will need to empower your marketing team. Emily Callahan, CMO of St. Jude Children’s Research Hospital, said, “Teach and empower a servant leadership culture where everyone provides for the needs of customers. Hold each person accountable with specific goals for achieving this.” Here, Callahan emphasizes on the importance of accountability, unity, and empowerment. A team that doesn’t have the same training and vision cannot carry out the same level of customer service.
CEO of M&C Saatchi, Jaimes Leggett, explains, “It starts and ends with talent. If you’ve got the right people thinking in the right way, everything else will follow.” If you want people on your team to start thinking the same way, train them in the same manners. With Phonexa’s Call Monitoring, Whispering and Barging, you will be able to give your employees the type of hands-on training that will build a solid mindset amongst all of your team members. Department managers can choose to monitor each call and coach the employee on how to handle difficult issues through Call Whispering. Call Barging allows you to take over the call completely, saving the call from being dropped and allows you to maintain excellent customer service.
Tip #3: Use the Right Tools
Finally, you need the right tools to get the job done easily and efficiently. If you can automate something in the customer onboarding process, try to automate it. This will save your company plenty of time and money. Mark Jones, Chief Storyteller and CEO of Filtered Media, said it best, “You can’t offer customers a seamless experience across all channels if your marketing tactics are fragmented across department and agency silos. This requires tighter integration of companywide marketing activities.” Not only will the right tools save you resources, it will also make it much easier for you to sync all of your platforms to deliver and more fluid customer experience.
Leverage Phonexa’s current call technology to create this seamless customer experience. We specialize in improving the customer journey through our omnichannel cloud platform. We’ve pioneered the next generation of Call Tracking, giving companies like yours more insights, automations, and data-based predictions than ever before.
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