{"id":443148,"date":"2022-05-05T10:51:52","date_gmt":"2022-05-05T08:51:52","guid":{"rendered":"https:\/\/mybroadband.co.za\/news\/?p=443148"},"modified":"2022-05-05T10:51:52","modified_gmt":"2022-05-05T08:51:52","slug":"making-every-touchpoint-count","status":"publish","type":"post","link":"https:\/\/mybroadband.co.za\/news\/industrynews\/443148-making-every-touchpoint-count.html","title":{"rendered":"Making every touchpoint count"},"content":{"rendered":"<p>How can customer loyalty be nurtured at every touch point of the buying process?<\/p>\n<ul>\n<li><strong><a href=\"https:\/\/seidorafrica.com\/sap-business-one-erp-system\/?utm_source=MyBroadband&amp;utm_medium=Article&amp;utm_campaign=May+2022\" target=\"_blank\" rel=\"noopener\">Click here for more information about Seidor Africa<\/a><\/strong><\/li>\n<\/ul>\n<p>The omnichannel experience, in which companies aim to provide seamlessly integrated channels that cater to customers\u2019 buying preferences and move them toward the most efficient resolution is not a new idea, but it has evolved over time.<\/p>\n<p>As customers become more aware of the technological capabilities of their own consumer technology, their expectations for a personalised experience have increased in every aspect of their lives, including the B2B environment.<\/p>\n<p>They expect consistent information to be at their fingertips, regardless of the channel they choose to engage with.<\/p>\n<p>\u201cAlthough many companies have tried to implement an omnichannel strategy, few have truly succeeded,\u201d says Heinrich de Leeuw, Managing Director, SEIDOR in South Africa.<\/p>\n<p>\u201cThere is also a perception that building a comprehensive experience for the customer would require an insurmountable amount of time and resources, which has stopped some companies from making the attempt.\u201d<\/p>\n<p>However, De Leeuw adds, customer loyalty can be created through ERP solutions at every touch point \u2013 any direct or indirect contact a customer has with a business.<\/p>\n<p>It starts with data, which is an essential component of any omnichannel strategy. Integrated ERP allows manufacturers to offer customers a seamless experience \u2013 and not just an end product.<\/p>\n<p>\u201cDeploying a data-backed strategy to engage consumers in a personalised way reveals\u00a0 insights that provide a clear picture of who your customers are, what they want and the specific products they care about,\u201d De Leeuw says.<\/p>\n<p>\u201cWith that information, manufacturers can deploy omnichannel tactics to more deeply and accurately target customers, providing them with the always-on communication and product visibility they demand.\u201d<\/p>\n<p>Creating the best experience for customers, however, has to be achieved without having an impact on trust.<\/p>\n<p>Privacy requirements must match customer expectations and measures put in place must build trust through transparency around personal data.<\/p>\n<p>\u201cInvesting in customer data management can help organisations to ensure they provide transparency for customers,\u201d De Leeuw says.<\/p>\n<h3 class=\"my-4\"><strong>A single view of the customer<br \/>\n<\/strong><\/h3>\n<p>A successful omnichannel strategy is dependent on a single view of the customer.<\/p>\n<p>That is the basis for delivering exceptional customer experiences. With the customer at the centre of what a business does, it becomes possible to provide a consistent and\u00a0\u201chuman\u201d voice across all platforms, so that the best service is provided along every step of the customer journey \u2013 or at every touchpoint.<\/p>\n<p>Companies need to have a clear understanding of each touchpoint, how it works, how it competes and how it can be improved.<\/p>\n<p>There are three requirements for every touchpoint:<\/p>\n<ul>\n<li>It must humanise the experience<\/li>\n<li>It must be\u00a0 transparent about the customer\u2019s personal data, and let them have control of that data<\/li>\n<li>It must monitor and adjust the customer experience as and when required to improve the experience<\/li>\n<\/ul>\n<p>Putting the customer at the centre and making every customer touchpoint human is the key ingredient to successful digital transformation,\u201d say De Leeuw.<\/p>\n<p>\u201cIt is about understanding the impact that a business has on the customer at each touchpoint, and how this may affect the relationship in the long term.\u201d<\/p>\n<p>\u201cResearch shows that investing in customer experience has enormous business benefits,\u201d he adds.<\/p>\n<p>\u201cThat\u2019s why we advise our clients to invest in ERP technology that can elevate their operational efficiency and enhance customer loyalty at every moment of engagement.\u201d<\/p>\n<p><strong><a href=\"https:\/\/seidorafrica.com\/sap-business-one-erp-system\/?utm_source=MyBroadband&amp;utm_medium=Article&amp;utm_campaign=May+2022\" target=\"_blank\" rel=\"noopener\">Click here for more information about Seidor Africa<\/a><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>How can customer loyalty be nurtured at every touch point of the buying process?<\/p>\n","protected":false},"author":341030,"featured_media":443204,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_sma_x_autopost_status":"idle","_sma_x_autopost_error":"","_sma_x_post_id":"","_sma_facebook_post_id":"","_sma_instagram_post_id":"","_sma_threads_post_id":"","_sma_x_attempts":0,"footnotes":""},"categories":[28937],"tags":[72228],"class_list":["post-443148","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industrynews","tag-seidor-africa"],"_links":{"self":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/443148"}],"collection":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/users\/341030"}],"replies":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/comments?post=443148"}],"version-history":[{"count":0,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/443148\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media\/443204"}],"wp:attachment":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media?parent=443148"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/categories?post=443148"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/tags?post=443148"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}