How to drive better, more productive conversations in the customer journey

Implementing the Best of Customer Care

Consumers’ shopping behaviors are changing and messaging is becoming the new frontier for brands to connect with their customers. The statistics on customer engagement tell a convincing story:

If you’re not using Facebook Messenger to connect with your customers, you could be missing out on important opportunities to build relationships and enhance the customer journey.

We’ve compiled tips for building conversations into your digital strategy from our recent webinar.

Customer care is the way that brands ensure success and satisfaction with their products and services. While traditionally customer care meant customer support or customer service — it is increasingly no longer siloed to the end of the customer journey. Instead, care expectations begin upfront with how your brand demonstrates that you value purpose over profit, and it continues with how you deliver on the product roadmap, how you talk about customer success, and how you deliver on the promises you make.

Customer care needs to be integrated into every business decision and strategy. Today’s brands are defined by how they deliver on customer care, which is an important opportunity: After having a positive experience with a company, 77% of customers would recommend it to a friend. Brands that get care right build their customer base and they build brand loyalty.