To increase customer satisfaction, businesses do not stop at meeting their expectations about the product. Customers have a lot of choices with countless brands on the market, which means you will have to do your best to continue winning the customer’s choice for their next purchase.
This is why the “one size fits all” approach is no longer appropriate. You need a more flexible strategy to improve customer satisfaction.
Why is customer satisfaction important to business development?
Customer satisfaction is an important factor for business development, especially retail businesses, because it creates many different values for businesses, including:
- Increase sales, reduce marketing costs: Satisfied customers tend to buy more often and recommend the product or service to others. This boosts revenue and reduces marketing costs for businesses.
- Create reputation: Satisfied customers are the ones who create reputation for businesses, helping to increase the ability to reach new customers and retain old customers.
- Help improve products or services: Feedback from satisfied customers helps businesses know the strengths and weaknesses of their products or services. Therefore, businesses can improve products or services to better meet customer needs.
Although businesses have initially invested resources to increase interaction and enhance customer satisfaction, businesses still need more technology support. A comprehensive customer data system to execute effective satisfaction campaigns, including information on purchasing behavior, purchase history, preferences and customer needs.
And that is the reason PangoCDP technology solution enters the game!
PangoCDP provides businesses with the tools to meet specific customer needs
PangoCDP is a platform that helps consolidate customer data from Online to Offline into a single, secure place in real time, helping brands have a comprehensive view of customers to launch effective Marketing campaigns.
PangoCDP is built on 3 types of customer data:
- Demographic data: Demographic data captures basic information about customers, identifying who they are, date of birth, and specific interests.
- Behavioral data: This data focuses on information around specific interactions between customers and businesses. These data points include factors such as number of clicks and browsing history.
- Transactional data: This form of data captures sales transactions from customers, such as purchase history and service feedback.
The more businesses know about your customers, the more they offer personalized marketing campaigns to serve and meet customers’ exact desires. PangoCDP creates favorable conditions to help businesses easily provide customers with needs that exceed their expectations.
Below, you will find 4 strategies to enhance customer satisfaction with the support of PangoCDP:
Send personalized messages
SMS, ZNS, email are useful channels for businesses to connect with customers and act as platforms for reminders and notifications about incentives, new products or special offers.
Instead of sending mass messages with annoying “one size fits all” content, businesses can completely create their own messaging campaigns with separate messages for each audience. This approach not only meets the needs of customers but also enhances goodwill for the brand.
Businesses can use segmented customer profiles based on data from PangoCDP to enhance their messaging strategy. Data will be segmented based on:
- Age and gender
- Specific behavior or interests
- Geographical location
- Occupation or position
- Purchase behavior
A typical case that has used PangoCDP and successfully won the sympathy of customers, as well as grown in revenue is TBS Retail.
TBS retail realizes that customer data needs to be divided into separate segmentations with different classification criteria. They use PangoCDP to segment by criteria related to purchase history:
- Annual and monthly sales
- No repeat purchases in 30-60-90 days
- Favorite store
Then TBS added a condition to ensure that customers who had participated in the previous campaign would not receive messages to participate in the following campaign.
Typically, after the Black Friday 1 campaign, TBS continued to segment customers into two groups: “Active customers” and “Inactive customers” to have appropriate impacts on each group. Thanks to that, in the Black Friday 2 campaign, they focused more on targeting customers who interacted but did not make a purchase, improving sales and avoiding customers being spammed, overloaded, and annoying.
With clearly defined customer segments, you can develop touchpoints and personalized customer experiences to engage more directly with your audience. As a result, you’ll see improved customer satisfaction as you create the connections your customers are looking for.
Optimize advertising costs, increase conversion rates from advertising
A customer has purchased a brand’s product but keeps receiving ads for that product on every platform they use. This is one of the limitations of pursuing the customer journey with advertising if the data has not been properly organized and processed. Repeated advertising to inappropriate or no longer relevant audiences not only wastes advertising costs but also causes annoyance, leading to a negative brand perception among consumers.
Meanwhile, thanks to PangoCDP, businesses will be able to segment the group of customers who have purchased product A within 1 month to set up advertising campaigns that exclude this group of customers, helping to optimize costs and avoid making customers feel like they are being pursued aggressively but not in line with their needs.
Instead of having to worry about repeatedly advertising products that customers have purchased like before, by using PangoCDP, CellphoneS also takes advantage of PangoCDP’s data segmentation capabilities for Upsell & Cross-Sell by suggesting related products.
For example, customers who have bought a laptop at CellphoneS, related ads for computer mice, mechanical keyboards, and headphones will be pushed to reach these customer groups. This is a way to help businesses create goodwill with consumers by understanding their needs while directly promoting sales.
Understand the insights of each customer
Each customer data is information about the activities that customers perform when shopping and interacting with products and services on online and offline platforms. This is important data for retail businesses in understanding and optimizing customer experience as well as improving business efficiency.
Specifically, 360-degree customer data processed by the PangoCDP system has helped Mykingdom increase the number of existing customer orders by 46%, contributing 15% of revenue from marketing campaigns and automated customer care.
The 360-degree customer data collected by PangoCDP at the “online activities” of customers on the brand’s website or fanpage, and provides detailed reports to help brands easily analyze and evaluate to create seamless experiences from online to offline, increasing sales efficiency.
Thanks to capturing customer needs and preferences through performance reports on purchase history: number of orders, product type, total amount spent on products,… Mykingdom has developed a suitable product distribution strategy.
Set up an effective customer care scenario
Not all customers provide equal value. Customers who are satisfied with your brand are more likely to buy more and become loyal to your brand. Retail businesses rely heavily on them, so there needs to be care scenarios that make them feel heard and appreciated. On the contrary, customers who have unsatisfied shopping experiences also need “special care” to avoid turning a negative experience into a “trust crisis” of customers with your brand.
PangoCDP helps measure and segment different customer groups, helping businesses manage satisfaction levels and have appropriate follow-up care scenarios. One of the common ways of retail businesses is applying PangoCDP’s Pango Form to collect customer satisfaction data.
Couple TX has applied this approach and successfully won the favor of customers. They send out a satisfaction survey form after purchase and for feedback below 3 stars, real-time data is returned to the customer service department and relevant departments will process within 24 hours. This is what helps Couple TX always maintain popularity in the market.
Beyond customer satisfaction, all the indicators needed for a retail business can skyrocket thanks to PangoCDP!
With PangoCDP, processing customer data is simpler than ever. Businesses will be freed from the complexity of technology and the scarcity of tech personnel, thereby focusing their resources on creating and building excellent experiences on the interaction channel “The Master Channel”.
The proactive interaction channel “The Master Channel” helps unify multi-channel and cross-channel marketing efforts. Thanks to that, Marketers can create colorful experiences, attract customers to interact with brands on a large scale, increase conversion rates and revenue.
- Powerful Customer Segmentation Tool
- Digital Marketing Automation
- Connecting online to offline and building The Master Channel
- In-depth report
Not only providing the platform, PangoCDP’s consulting and implementation team will accompany businesses throughout the implementation process. PangoCDP experts will work with businesses to decode data, propose segmenting strategies and improve customer experience.
Contact PangoCDP for detailed advice to improve customer satisfaction and more!
- Email: hi@bytetech.io
- Địa chỉ: Floor 1, No. 203 Nam Ky Khoi Nghia Street, District 3, Ho Chi Minh City
Not only data exploitation strategies, but also detailed marketing campaign implementations for businesses based on data orientation and much new knowledge around The Master Channel will be presented in detail in The Main Interaction Channel – The Master Channel, Volume 1.
Six chapters of the book will guide readers through the impressive development journey of interaction methods between businesses and customers.
From the most primitive forms to multi-dimensional interactions in the smartphone era, the book will present successful stories along with leading global brands in boosting revenue by enhancing customer experience, explaining the success of The Master Channel concept when applied at two leading Vietnamese companies, Nutifood and CellphoneS.
The book is now available at Fahasa, Phuong Nam, Hai An, Ca Chep bookstores, and online at 24h bookshops and e-commerce platforms like Tiki, Shopee, and TikTok Shop. You can also quickly order the book here: https://i.o2o.vn/H767
