The five critical components of a real-time customer experience – from Search Engine Land

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Bill Grey

Bill Grey, Curator

FROM SEARCH ENGINE LAND: The most important thing that customers want from brands today is to feel like they’re cared for,” said LeClair. In light of the COVID-19 pandemic, there is nothing people want more than to feel connected and understood.

A common and costly challenge that many companies are facing is giving customers the experience they deserve. Bad investments, organizational issues, and business adoption are part of the problem, but a misunderstanding of what customers really want –and how to deliver it –is causing relationships to crumble.

In a recent survey of more than 3000 customers on what they are demanding from brands today, Pegasystems found two-thirds don’t believe that brands care about their needs – and given the current Martech landscape, it’s easy to see why.

The issue is that most solutions in the market today were built to support business needs, not to solve customer’s problems. They were designed to help companies create segments and execute batch campaigns, not address the complex emotions and real-life circumstances that can send customers down a new path within seconds.

“In uncertain times like now, you can’t continue to use the same old approach,” said Andrew LeClair, senior product marketing manager at Pegasystems, said at the recent MarTech Conference.

When engaging with your customers, consider these five critical components of real-time customer experience.

1. Customers want to feel that they are cared for

“The most important thing that customers want from brands today is to feel like they’re cared for,” said LeClair. In light of the COVID-19 pandemic, there is nothing people want more than to feel connected and understood. Brands need to remember they’re in a relationship with every one of their customers. It’s not just a series of disparate interactions.

Now more than ever, brands need to engage with customers instead of talking at them. It’s about empathy. It’s about understanding your customer’s feelings, thoughts, and emotions and adapting to that within a given conversation. But brands struggle when they try to do that at scale.

To fix it, LeClair recommends companies adopt a real-time, next-best-action approach. “Instead of just looking at sales offers and trying to figure out who to push that to, we need to flip the script. LeClair noted. “Customers, not products, drive revenue. So instead of starting with a product, we need to start with a person and in real-time determine if now is a time to sell? Or serve? Or retain? Then deliver that next best action in their moment of need.”

2. Adapt as needs change

Customers are not looking for static one size fits all experiences. To keep pace with their ever-changing needs, you have to be able to move agilely and adapt quickly enough, or else they will go elsewhere. “It’s not just about calculating a next best action once,” said LeClair. “Every time a new piece of data comes in, we need to use that to rescore that person’s entire profile and calculate a new, next best action.”

To shift experiences in real-time, LeClair recommends incorporating four elements into your agile marketing.

  • Detect the fact that their needs have changed. If you don’t detect your customer’s needs, you won’t know how to engage with them. It’s more than monitoring what the customer does. It’s paying attention to what matters to them now.
  • Data is the next element. Once you detect behavior or needs have changed, combine that real-time data with their entire interaction history to see if it is significant or not.
  • Decide what to do next. Now that you have this new piece of data, decide on what your next best action is. If you know someone is in the market, you can shift from nurturing them to selling. Or, if they’re having an issue with your products, pivot to service and address that instead.
  • Deliver what your customer wants. Once you know what that next best action is, deliver it to the customer in channel and in the moment.

How quickly you can through these four steps will directly impact the customer experience. According to LeClair, “The best in class organizations can do all of this – from initial detection to data assembly, to making a decision, and delivering it – in less than 200 milliseconds”.

3. Proactively provide relevant information

Customers want what they want right now. Because they live in the days of Alexa and Google, customers don’t have time to search through four or five pages to find an answer to a simple problem. Brands need to anticipate needs and reach out before something becomes a problem in the first place.

According to LeClair, where this becomes a differentiator is when one channel immediately influences what happens in another. LeClair gave the example of how a customer’s browsing behavior immediately impacted their mobile experience, which immediately impacted an engagement they had with a service rep in the call center.

By constantly monitoring your customer’s context and proactively triggering value add messages when a need arises, you can constantly keep that person engaged and earn the right to have additional conversations further down the line.

End of Excerpt


Author:  PEGA Systems, inc.
About the Source Company:

Search Engine Land and its sister publications, MarTech Today and Marketing Land cover all aspects of digital marketing, advertising technology and the martech landscape. Daily news coverage includes breaking stories, industry trends, feature announcements and product changes at popular platforms used by search marketers to reach consumers online.

The sites were founded by search industry veterans Danny Sullivan and Chris Sherman and are published by Third Door Media. Chris Elwell is a founding partner and CEO of Third Door Media, the parent company that produces Digital Marketing Depot, our research center for digital marketers, as well as the Search Marketing Expo and MarTech conference series.

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