Trending February 2024 # Smart Design For Customer Engagement # Suggested March 2024 # Top 2 Popular

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Innovative techniques and examples of engaging web and mobile designs Engagement is an Emotional Phenomenon

People ”Engage” when their emotions are triggered, either positive or negative. Thus, the goal of content design must be to stimulate emotions that will influence behaviours and motivate customers/potential customers to act. As important as it is to define your target market, then, it is just as important to stimulate emotional engagement, happiness, excitement, surprise, and satisfaction. When these emotions are triggered, studies say, customers will:

Recommend you

Become repeat customers

Will be less likely to shop around

Will be less concerned with prices

Engagement is All About User Experience: A Case Study

Another Facebook campaign has teamed up with Vice Magazine to hold a photo contest. Followers are asked to submit unique photos of bars anywhere in the world. Once the contest ends, the winning photo will be featured in a Jack Daniels ad.

The Conceptual Aspect of Engaging Content Design Comes First

A recent post on chúng tôi by Irene Pereyra, well-known user experience designer, pointed to the steps that must be taken as a conceptual framework is developed for engaging content design. Here are just a few of her suggestions, although reading the entire post would certainly be valuable:

Stop designing for yourself and start designing for your users. What is their demographic, what do they want to know, how will they best engage, and are they tech savvy? You can use analytic tools, of course, but how about reaching out to your customers and just ask them?

Study your competition. What are they doing that is great that you can re-purpose for you own uses? What mistakes are they making that you know you want to avoid? You can pick up a lot of best practices this way!

Things must be simple when they get to your site. Cut down on their tasks and walk them through your site adroitly.

Pretend that all of your users have large fingers. Use big buttons and large input fields. One example of this was the Messages for Japan website that was launched after a huge earthquake in Japan. Everything was big, so that users could write messages easily in a big input field, and there were large buttons for the “send a message” and the “make a donation” options.

You can do your quantitative analysis, but get a third party to do your user testing. You will not be objective.

Specific Engaging Content Design Suggestions, Even on a Small Budget

Feature Your Customers: What a great way to recognise and appreciate your loyal customers. Sweet Equi Tees designs and sells T-shirts to enterprises of all types. Each month it features photos of customers wearing their T-shirts. What a great way to engage customers and feature your products at the same time.

Hold virtual theme parties via Skype and have full interaction among you and all of your customers. They can share their stories, ask questions, etc. in a group gathering.

Feature your customers in blog posts with photos, videos that they have shared, and their stories. They will share that blog post everywhere. And if you do it really often, think about how many shares you will achieve with the “skyscraper technique”.

Use unique animation. ShipServ, a shipping company wanted a unique and engaging way to present its online directory, so it created a great animation of Lego figures to walk users through it. It was a surprise, but a nice one and will not be forgotten.

Always be accessible. No reply emails are a real turnoff. Invite your customers to contact someone in your organisation. This is the way you build a deep bond with your customers, and the deeper the bond, the more they remain with you and recommend others.

Get a fan club and publicise it everywhere. Feature on Facebook those fans who have shared specific pieces of your content, and offer awards for doing so.

Engage customers by activities/fun that don’t relate to your product or service. Anthropologies sells clothes, but on its site it has a section on DIY drink recipes, tailored for each season.

Never use text when a visual will do. Look on this amazing interactive table of contest for blogpost on chúng tôi blog.

Make sure you have interaction often, especially on all of your social media sites. It is so easy for people to share when they have had a good laugh, taken a survey, or been entertained. One more special method is creating viral content that will spread a word about you itself.

Use email for interaction, not just to announce specials, sales, etc.

    Get a catchy or punchy subject line

    Go interactive in the email itself. People don’t want to link to another place anymore.

    Your email should have great content and buttons for sharing right there.

    Make your email recipients feel special and think they are part of an exclusive group. You need to show that you care about them and you are not selling here ñ you are building relationships

    Incorporate some gaming techniques. Starbucks has email campaigns that let readers earn stars by performing certain actions (like sharing the email). These stars were worth free drinks. Incorporate games that go on over multiple emails and that are released on a scheduled basis and those emails will get opened!

    The goal of content design is to engage. The more customers and visitors are engaged, the longer they stay, the more they participate; the more they participate, the more they bond; and the more they bond, the more loyal they are, and the more they share and recommend.

    You're reading Smart Design For Customer Engagement

    Reasons Why Iot In Crm Will Influence Customer Engagement

    Smart devices and wireless technologies are allowing an increasing number of individuals to embrace the phenomena of enhanced connectedness. Sensors are being built into appliances that detect changes and adjust their functionality accordingly. It’s only reasonable to claim that the Internet of Things will usher in the next technological era (IoT). IoT refers to the phenomena of gadgets with sensors that are always linked to a network, often known as “things connected to the internet.” This trend is quickly gaining traction, and responding to it is the best course of action.

    The growth of IoT has been fueled by the convergence of multiple factors and technologies such as cellular data network availability, Wi-Fi communication, mobile device penetration, smart device adoption, real-time analytics, machine learning, sensors, embedded systems, faster communication speeds, big data, cloud applications and systems capability maturity, and so on.

    In 2024, 6 billion “Things” were linked. In 2023, the number of IoT devices was predicted to exceed 8 billion, outnumbering the world’s population. The consumer segment of IoT holds the highest proportion of 5 billion linked devices, while the business segment is predicted to utilize the remaining 3 billion. In 2023, worldwide IoT investment was estimated to reach $1.6 trillion, with 20 billion linked “Things” by 2023.

    For CRM systems, IoT implies a continuous inflow of data from customers into their databases. This is excellent news since CRM relies on customer data.

    It is not just a better consumer experience, but it is also a new cash source for companies. CRM nowadays is all about managing customer connections, and the customer is at the center of it all. Companies aim to create improved and optimal consumer experiences regardless of channel – of which IoT devices are one. Close collaboration between devices and intelligent systems brings up a whole new world of tailored and contextual offers, services, and improved support, all while continually improving products and services.

    For most clients, the present self-service method is too inconvenient. They would rather speak with a live person than push buttons and wait for the alternatives to be spelled out. The deployment of smartphone trees may save a firm some valuable resources, but it also creates a negative customer experience.

    You may identify a wide range of product malfunctions using data acquired from internet-connected devices before the consumer discovers them and personalize the self-service experience to address actual immediate customer issues. No more being caught in the high-stick maze of phone-trees equals a far better self-service portal experience.

    Price changes in response to demand

    Knowing the demand for your items in different market segments makes it simpler to adjust the price of your products and maximize sales. This is completely modified by the real-time data stream on-demand changes from a wide range of venues.

    Personalized to a greater extent

    With a lot of data, IoT and CRM software for small businesses function better. When you have a thorough understanding of consumer behavior, you can adjust your interactions with them to their preferences. Understanding client behavior also aids in the creation of highly targeted marketing that results in a higher Return on Investment. IoT offers you near-real-time access to client data, which you can use to launch a short campaign to sway their decisions.

    For customer support, you have a lot more information about the consumer and may already know what the problem is based on the data from your goods. This also aids you in better understanding customer service and swiftly and simply resolving their issues.

    Mold your marketing

    IoT gives you the data you need to figure out which types of customers are more likely to buy your products and hence are more valuable to the firm. Then you should concentrate your marketing efforts on these clients, rather than on those who only give you a little. As a result, IoT improves the effectiveness of your marketing department and even allows you to make the most of your message by delivering it to the most responsive of consumer populations.

    Enhance consumer loyalty

    Connecting various devices can assist you in tracking which consumers have decreased their visits to your businesses, which is an important data stream in terms of customer retention. This information might also assist you in identifying goods in which clients are losing interest. Then, to keep customers coming back to your shop, you may provide them incentives such as discounts and special deals.

    Enhance Customer Service

    Report issues to the company’s customer support department in real time.

    Using a holistic picture of client information and device (location, weather), profile, preferences, and so on provide improved service.

    Use the most up-to-date knowledge management databases and cognitive systems, such as IBM Watson or a comparable cognitive system, to perform automated diagnostics and offer repair instructions.

    Send diagnostic information about the problem, as well as GPS coordinates and other contextual data.

    By combining product information, breakdown history, other service calls, and trend analysis with cognitive computing and sophisticated analytics, you may forecast future service difficulties and create service tickets to remedy the failure/problem even before it happens. Devices will be self-aware and request maintenance assistance, which will be provided proactively without the need for client participation. Send out reminders for routine maintenance and create service requests ahead of time.

    Create a repair request automatically, purchase parts or the entire product, schedule a service technician visit, and track your warranty. Tickets are routed based on the specifics of the situation.

    With IoT data, service concerns, and customer interactions, the knowledge database may grow and self-learn over time.

    The Internet of Things (IoT) as the CRM of the Future

    How To Use Salesforce For Customer Retention: A Comprehensive Guide


    Customer retention is critical to the success of any business. Studies show that retaining existing customers is much more cost-effective than acquiring new ones. In fact, it is estimated that acquiring a new customer can be five times more expensive than retaining an existing one. Furthermore, a loyal customer is more likely to recommend your products or services to others, increasing your brand’s reach.

    Salesforce is a leading customer relationship management (CRM) software that helps businesses manage their customer interactions, sales, marketing, and more. With Salesforce, you can streamline your customer retention efforts and improve your customer experience. In this guide, we will discuss how to use Salesforce for customer retention.

    Part 1: Understanding Customer Retention

    Before we dive into how to use Salesforce for customer retention, it is essential to understand what customer retention is and why it is essential for businesses.

    What is Customer Retention?

    Customer retention refers to the ability of a business to keep its customers coming back and doing repeat business. It is a critical aspect of any business’s success because it can help generate a steady revenue stream and reduce customer acquisition costs. Essentially, customer retention is all about keeping your customers happy and satisfied so that they continue to do business with you.

    Why is Customer Retention Important?

    Customer retention is vital for businesses for several reasons:

    It is cost-effective

    Retaining existing customers is much cheaper than acquiring new ones. According to a study by Frederick Reichheld of Bain & Company, increasing customer retention rates by 5% can increase profits by 25% to 95%.

    When customers are happy with your products or services, they are more likely to become loyal customers. Loyal customers are more likely to recommend your brand to others, leading to more business.

    It improves customer experience

    When customers feel valued and appreciated, they are more likely to have a positive experience with your brand. This positive experience can lead to increased customer satisfaction, which can lead to repeat business.

    Part 2: Using Salesforce for Customer Retention

    Salesforce offers several tools and features that can help you improve your customer retention efforts.

    Here are some ways you can use Salesforce for customer retention:

    Managing Customer Data

    One of the key features of Salesforce is its ability to manage customer data. You can use Salesforce to collect and store data on your customers, including their contact information, purchase history, and preferences. This data can be used to create personalized marketing campaigns and offers, which can improve the customer experience and increase the likelihood of repeat business.

    To manage customer data in Salesforce, you can use the following features:

    Accounts and Contacts

    Accounts and contacts are two standard objects in Salesforce that can be used to store customer data. You can use accounts to store information about companies and organizations, while contacts are used to store information about individuals.

    Custom Objects

    Custom objects are objects that you can create in Salesforce to store data that is unique to your business. For example, you could create a custom object to store information about customer feedback or complaints.


    Campaigns are a feature in Salesforce that can be used to manage marketing campaigns. You can use campaigns to track customer engagement and measure the effectiveness of your marketing efforts.

    Creating Personalized Marketing Campaigns

    Personalized marketing campaigns are an effective way to improve customer retention. By tailoring your marketing messages and offers to the individual needs and preferences of your customers, you can create a more engaging and relevant experience that is more likely to lead to repeat business.

    Salesforce offers several features that can help you create personalized marketing campaigns, including:

    Email Marketing

    Salesforce’s Marketing Cloud allows you to create and send targeted email campaigns to your customers. You can use customer data stored in Salesforce to create personalized email messages that are tailored to each customer’s interests and preferences.

    Journey Builder

    Journey Builder is a tool in Salesforce’s Marketing Cloud that allows you to create customer journeys that are tailored to the needs and preferences of individual customers. With Journey Builder, you can create personalized messages and offers that are sent to customers at the right time and through the right channel.

    Predictive Analytics

    Salesforce’s Einstein Analytics uses machine learning to analyse customer data and provide insights into customer behaviour. This can help you create personalized marketing campaigns that are more likely to resonate with your customers.

    Providing Excellent Customer Service

    Providing excellent customer service is critical to customer retention. When customers have a positive experience with your brand, they are more likely to return for future purchases.

    Salesforce offers several features that can help you provide excellent customer service, including:

    Service Cloud

    Service Cloud is a feature in Salesforce that allows you to manage customer support cases and provide personalized support to your customers. With Service Cloud, you can track customer issues and provide timely and effective solutions to problems.

    Live Agent

    Live Agent is a chat feature in Salesforce that allows you to provide real-time support to your customers. With Live Agent, you can connect with customers through chat and provide immediate assistance to their issues.

    Knowledge Base

    Salesforce’s Knowledge Base allows you to create a repository of information and solutions that can be accessed by your customers. By providing customers with a self-service option, you can reduce the workload on your support team and improve the customer experience.

    Tracking Customer Feedback

    Tracking customer feedback is essential for improving customer retention. By understanding the needs and preferences of your customers, you can make necessary changes to your products or services to improve their experience. Salesforce offers several features that can help you track customer feedback, including:


    Salesforce’s Surveys feature allows you to create and send surveys to your customers to gather feedback on their experience with your brand. You can use the data collected from these surveys to make improvements to your products or services.


    Chatter is a social collaboration tool in Salesforce that allows you to create groups and communities where customers can provide feedback and discuss your products or services. Chatter can also be used to provide updates and announcements to your customers.

    Social Listening

    Salesforce’s Social Studio allows you to monitor social media channels for mentions of your brand. By tracking social media conversations, you can gather feedback from your customers and respond to their concerns in real-time.

    Part 3: Configuring Salesforce for Customer Retention

    To use Salesforce effectively for customer retention, it is important to configure the software to meet the specific needs of your business. Here are some tips for configuring Salesforce for customer retention:

    Define Your Customer Retention Strategy

    Before configuring Salesforce for customer retention, it is important to define your customer retention strategy. This strategy should outline the specific actions you will take to improve customer retention, such as creating personalized marketing campaigns or providing excellent customer service. Once you have defined your customer retention strategy, you can configure Salesforce to support these efforts.

    Customize Salesforce Objects

    Salesforce allows you to customize standard objects, such as accounts and contacts, to meet the specific needs of your business. You can also create custom objects to store data that is unique to your business. By customizing Salesforce objects, you can ensure that you are collecting the right data and using it effectively to improve customer retention.

    Integrate Third-Party Apps

    Salesforce integrates with a wide range of third-party apps that can help you improve customer retention. For example, you could integrate a customer feedback app that allows you to gather feedback from your customers and analyse it in Salesforce. By integrating third-party apps, you can enhance the capabilities of Salesforce and improve your customer retention efforts.

    Customer Experience Management Explained

    Turn that frown upside down! Keep your customers smiling with a strong customer experience management strategy.

    Have you ever been so excited to receive an online order, only to open up the delivery to find a broken product? If the customer care team goes above and beyond to resolve the issue, your frustrating experience can be morphed into a positive one. That’s why customer experience management is a quick way to win people’s hearts.

    In this article, we’ll walk through what you need to know about customer experience management and how it can improve your business, including the top customer experience tools and tactics you can try yourself.

    Reduce response time (and your workload)

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    What is customer experience management?

    Customer experience management (CEM or CXM) is the process of managing and improving the way customers interact with your business. CEM uses data gathered at every interaction to improve customers’ perception of your company.

    At its core, customer experience management is all about understanding and improving how customers interact with your business. This means everything from how your customers discover you online to the interactions they have with your employees in-store.

    Examining your customer journey from start to finish allows you to identify areas of friction and areas of opportunity.

    Why is customer experience management important?

    Customer experience management can help businesses to foster a positive image in their customers’ eyes. And it can help build stronger relationships with your customers. Companies that provide a great customer experience will always have a competitive edge.

    What is the difference between CEM and CRM?

    Customer experience management (CEM) and customer relationship management (CRM) are different perspectives on the same relationship. But while CRM focuses on the company’s view of a customer, CEM looks at the customer’s view of the company.

    Think of it like this: CRM looks at your sales funnel. Where can you as a company meet your customer? CEM, on the other hand, considers your customer touchpoints. Where do your customers interact with your company?

    CRM is about improving internal processes, while CEM looks at your company holistically.

    What is client experience management?

    Is customer experience the same thing as client experience? Well, not really. Though the terms are often used interchangeably, they’re not synonymous.

    That’s because a customer may have a single transactional purchase with an organization. Clients, on the other hand, generally engage over longer periods of time centered around long-term services.

    11 ways customer experience management can improve your business

    By investing in your customer experience management, you can improve the health of your business. You’ll see real results, like increased revenue and profitability. Plus, you’ll build a strong base of loyal, happy customers, which means even more revenue down the road.

    Here are 11 ways a strong customer experience management strategy can improve your business.

    1. Helps you understand customer’s wants and needs

    Creating a customer experience strategy means putting yourself in your customer’s shoes. It’s like psychology — you need to know their wants, needs, fears, and desires inside and out. Then, you can understand how to better deliver.

    To do this, you can use customer experience tools to collect data on your audience. For example, Hootsuite’s social listening features can show you what (and how) your customers talk about you online.

    Hootsuite Insights (powered by Brandwatch) makes it easy to track brand sentiment with intuitive word clouds and meters that gauge your sentiment and brand awareness against the competition.

    Request a demo of Hootsuite Insights

    You can also use customer experience tools like customer surveys to gain insight into their experience with your brand. These deep insights will help you to deliver on their wants proactively. And what’s better than someone giving you something you want before you even ask for it?

    2. Build emotional connections with customers

    At their core, these strategies are about better serving your customers, which will help you build stronger emotional connections with them. To do that, you need to provide a personalized service and seamless journey.

    Finding out what your customers want and giving it to them is a start. But you will also want to anticipate their needs to reach them on an emotional level. It’s not enough anymore to just make things easy. In the customer journey, look for opportunities where you can delight your customers.

    Take dog food suppliers Chewy, for example. When a customer called to ask about returns, Chewy learned her pup had passed over the rainbow bridge. They sent the grieving family flowers with a card signed by their customer care team member.

    I contacted @Chewy last week to see if I could return an unopened bag of my dog’s food after he died. They 1) gave me a full refund, 2) told me to donate the food to the shelter, and 3) had flowers delivered today with the gift note signed by the person I talked to?? 😭🥹

    — Anna Brose, MSc (@alcesanna) June 15, 2023

    3. Capture negative feedback before it goes live

    Tools like customer service chatbots offer a golden opportunity to fix problems before they get bigger.

    Source: Heyday

    Customers who have their problems fixed are usually pretty receptive to giving your company another shot. Mistakes happen; we’re only human. (Except for the chatbots, of course. They’re just beautiful pieces of customer experience management software.)

    4. Decrease customer churn

    Your churn rate, or the rate at which customers stop using your business, is an important measure of overall customer happiness. It’s pretty simple math: Happy customers equal less churn.

    When people feel seen and cared for by your brand, they’re less likely to take their business elsewhere.

    That’s why making sure your existing customers are happy can lead to significant savings for your business. It costs a lot less to keep an existing customer than it does to acquire a new one.

    5. Boost customer loyalty

    Loyal customers mean more than just reduced customer churn. When customers have a good experience with your business, they are more likely to recommend you to others. This boost in loyalty can act as word-of-mouth marketing and increase your Net Promoter Score (NPS).

    6. Lower support costs

    Customers who have a good experience with your business are less likely to need support.

    There are fewer complaints which means less stress on your customer service team. This results in lower support costs, fewer dissatisfied customers, and a happier customer service team.

    7. Increase sales

    If you’ve made it easy for customers to complete their purchase, they’re more likely to buy from you again in the future.

    Plus, satisfied customers are also more likely to refer others to your business.

    8. Enhance brand reputation

    A positive customer experience improves how people perceive your brand. When you’re mapping out your customer experience strategy, keep your ideal brand perception in mind.

    Do you, like Coca-Cola, want to be known for happiness? Then you could take a page out of their book and add joyful touchpoints to your customer’s day. How fun was it to find a Coke bottle with your name on it?

    Source: Coca-Cola

    9. Improve employee satisfaction

    If you work for a company that is beloved by customers, you’re going to like your job a little bit more. Interacting with happy people who have a great customer experience may raise internal employee morale.

    When your employees are happy, there is less turnover. Turnover, estimated by LinkedIn, can cost a company 1.5-2 times the employee’s salary. This number may seem high, but it includes intangible losses like the employee’s company knowledge and strain placed on the remaining team.

    Trader Joe’s, for example, has an almost cult-like following. And yes, in part it’s due to their off-beat and delightful product offerings. But that on its own isn’t enough.

    Trader Joe’s also invests heavily in customer service and understanding the friction points of traditional grocery shopping. You only have to browse the Trader Joe’s freezer aisle, where they’ve removed the cumbersome, annoying freezer doors, to see their strategy in action.

    View this post on Instagram

    A post shared by Trader Joe’s (@traderjoes)

    11. Generate social media buzz

    When people experience something notable, they post about it. Dedicate your customer experience strategy to creating a delightful experience for your customers. Some of them will likely share that story, possibly on their Story. (See what we did there?)

    View this post on Instagram

    A post shared by • ᴀᴛ • (@_attax)

    Top customer experience management tactics to try

    There are a ton of tactics you can use today to get your customer experience management off the ground. We’ll walk you through a few easy wins to get you started.

    Use a chatbot to engage with your customers

    Chatbots are a very easy win for your customer experience management. Install one anywhere your customers may reach out to you. That includes your website, your social media accounts, and your apps.

    Just make sure you choose a chatbot that will deliver on your customers’ wants. You may need a multilingual chatbot if your consumer base is multinational. Or, maybe your customers always want to track their orders; an ecommerce chatbot could be a good choice.

    Source: Heyday

    Something else to consider is your chatbot’s personality. You’ll want to make sure you can program the chatbot to speak in your brand voice. If you can, giving your chatbot a likable avatar is an easy way to improve the customer experience. And choose a chatbot that has natural language processing skills to better relate to your customers.

    Source: Heyday

    Hootsuite’s number one chatbot is Heyday. Heyday is an AI-powered chatbot that turns conversations into customers. It can do all the above and more.

    Request a Heyday Demo

    Build a customer journey map

    A customer journey map allows you to visualize the steps a customer takes when interacting with your business. It can give you real insights into your customers’ needs, fears, desires, and goals. You’ll be left with a better understanding of their thoughts, feelings, and pain points.

    View this post on Instagram

    Customer journey maps are particularly useful in highlighting areas for improvement and opportunities.

    For example, you may notice your customers have to physically call your store or team when an issue arises. This can provide a point of friction; some people *cough cough, millennials* hate talking on the phone. Or, in the case of Deaf or hard-of-hearing folks, will find it inaccessible. A chatbot on your website can make it easier for people to get in touch.

    By identifying each customer touchpoint and mapping out the steps involved, you will gain a better understanding of the overall customer experience. This, in turn, can help you to identify ways to improve the journey and make it more efficient and delightful for your customers.

    Create a customer experience strategy

    A customer experience strategy clearly defines the steps and tactics you’ll take to improve your customer experience. An effective strategy defines your goals and the actions you’ll take to achieve them. Then, it considers how to measure and optimize your efforts.

    Your goal could be, for example, to reduce customer churn (low customer churn is a great indication of a solid customer experience) by 10% in a quarter. Part of your strategy is to determine what is causing customer churn, which can be achieved by customer journey mapping and customer surveys. Then, fix the issues you uncover.

    Here’s a simple way to measure your customer churn. At the end of the quarter, subtract your number of current customers from the number of customers you had at the start of the quarter. Then, divide that total by the number of customers you started with.

    Let’s say you had 500 customers at the start of Q1 and 450 at the end. You can calculate your churn rate like so: (500 – 450) / 500 = 10%

    After creating a customer experience strategy, you will have a plan in hand for reaching your customer experience goals.

    Bonus: Get our free, fully customizable Customer Experience Strategy Template that will help you understand your customers and reach your business goals.

    Use data to understand demographics

    The right chatbot gathers information each time it interacts with one of your consumers. Chatbot analytics isn’t something you should be sleeping on. If you’ve implemented a chatbot, then take a deep dive into the data it’s gathered. This is an excellent tool for understanding your customer demographics.

    The better you know a group of people, the better you can tailor the experience you offer to what they want.

    Engage with customers through social listening

    You’ll want to know what customers are saying about your brand: the good, the bad, and the ugly. Keep an ear to the ground with social listening.

    Hootsuite Insights helps you make sense of millions of customer conversations happening in real time, so you can stay on top of trends and set strategies with confidence.

    Request a demo of Hootsuite Insights

    Customers also like to feel heard. When they post about your brand or a topic that relates to you, responding is a great way to build relationships and foster a connection.

    You can keep your finger on the pulse by tracking brand mentions, customer feedback, and industry trends. And you’ll stay relevant within the communities you’re a part of.

    Plus, if you’ve got a cheeky brand voice, responding to people with humor is the perfect way to surprise, delight, and foster a positive customer experience.

    Ask them what they want

    You won’t know if you don’t ask. After they’ve interacted with you, ask your customers what went well and where you can improve.

    There are tons of different types of surveys you can send out that will help you understand and improve your customer experience.

    One of those is the Customer Satisfaction (CSAT) survey, which uses specific questions like “How satisfied were you with your experience at the ABC Cafe?” to get granular, reliable data.

    Top customer experience management software

    These days, brands need a stacked toolbox to stay competitive. There’s a lot of customer experience management software out there, but it can be overwhelming to choose between them. So, to avoid being paralyzed by choice, we’ve put together a list of tried and tested tools.

    With Hootsuite Inbox, you can bridge the gap between social media engagement and customer service — and manage all of your social media messages in one place. This includes:

    Private messages and DMs

    Public messages and posts on your profiles


    Emoji reactions

    … and more.

    The all-in-one agent workspace makes it easy to 

    Track the history of any individual’s interactions with your brand on social media (across your accounts and platforms), giving your team the context needed to personalize replies

    Add notes to customers’ profiles (Inbox integrates with Salesforce and Microsoft Dynamics)

    Handle messages as a team, with intuitive message queues, task assignments, statuses, and filters

    Track response times and CSAT metrics

    Book a free demo

    Plus, Inbox comes with handy automations:

    Automated message routing

    Auto-responses and saved replies

    Automatically triggered customer satisfaction surveys

    AI-powered chatbot features

    Shopify for ecommerce

    Shopify is one of the most popular ecommerce platforms. It is extremely easy to get set up on and operate, making it a beloved piece of software by beginners and experts alike.

    Salesforce for your CRM needs

    Salesforce is a powerful tool for managing all your company’s relationships with customers. The goal of using CRM software like Sales Cloud is to streamline your processes and improve your profitability. You’ll be able to track:


    outstanding orders, and

    manage customer relationships across their entire lifecycle.

    Salesforce is a useful customer experience management platform because of its ability to take care of all your CRM needs.

    Psstt: If you already use Salesforce Social Studio and are looking for a replacement, we can help!

    Free customer experience strategy template

    Bonus: Get our free, fully customizable Customer Experience Strategy Template that will help you understand your customers and reach your business goals.

    Manage all your messages stress-free with easy routing, saved replies, and friendly chatbots. Try Hootsuite’s Inbox today.

    Get a Free Demo

    Save time on social messaging with automated responses, smarter workflows, and friendly chatbots — all in the Hootsuite Inbox.

    5 Best Smart Home Apps For Windows 10/11

    5 best smart home apps for Windows 10/11




    Looking for the best smart home apps for Windows 10 PC? We got you covered. Read this guide to learn what are the best smart home programs to use in 2023.

    This post gives you some of the best smart home programs that can be used to automate your home devices. The software reviewed in this article differ from each other in terms of some features —  though they all provide general services which ensure convenient automation of devices.

    OpenHAB has a large following among smart home users, as it has an active community of users. The software uses a stable open source Javascript which allows multiple support of devices and ensures you can easily integrate different devices on the software. This tool uses a powerful software engine which enables users flexibility as there are several plugins which can be installed to ensure user preference is achieved.

    Your devices can easily be controlled using specific apps and users can customize the software with the inbuilt design tools. So therefore, OpenHAB is an excellent home software app to use due to its flexibility and compatibility to hundreds of devices.

    ⇒ Download OpenHAB

    RELATED: Asus’ Zenbo robot brings the sci-fi world closer to home

    Castle OS is a popular smart home software that has integration with over a hundred different smart devices. Users are able to use the various features to conveniently automate their homes. Castle OS supports several popular home apps such as UPB, WeMo, LightwaveRF, Sonos, Ecobee and Nest,

    Users can access the unique voice control system by connecting a Microsoft Kinect, this allows ease in controlling several devices by saying command prompts.

    Meanwhile, Castle OS helps keep track of your home energy consumption which allows you to know the devices consuming much power in your home.

    The scheduling feature is also effective as you can easily create time scheduled events and receive notifications of events via Email or SMS. Also, Castle OS is an excellent Home software to employ for your Windows O.S and is compatible with Windows 10.

    ⇒ Download Castle OS

    READ ALSO: Cortana now lets you control your smart home devices

    When it comes to a home apps that features state of the art technology and features, Creston is up there. The software may be of a premium price to other home app software but it gives good value for the price.

    Creston specifically develops devices which can be purchased in addition to the software. The user interface allows for customization by users and it can be ideal for setting up a conference center.

    The voice control is also automated to allow ease and convenience in controlling smart home devices.  Overall Creston is a good solution for smart home users as they get extensive features from the software.

    Expert tip:

    RELATED: Bitdefender Box 2 aims to be the best IoT antivirus device

    Iobroker is a budding smart home apps software which has a thriving community and offers quality services. The software can be used to control devices in all areas of your home from the garage, kitchen to individual rooms in your home.

    It is compatible to multiple devices which makes it ideal home app software. iobroker uses an open Javascript and supports Windows,Linux, OSX and Raspberry devices.

    The user interface is clean and easy to use for beginners with all menu arranged precisely for scalability. You can easily set voice controls and use the command prompts to control various devices in your home or office.

    Lastly, iobroker is an efficient home app software as it performs the basic needs of a smart home owner and supports numerous operating systems.

    ⇒ Download Iobroker

    RELATED: Best artificial intelligence antivirus programs for Windows 10

    EventGhost is a simple automation software that allows users to access different input devices to trigger control of connected devices. It does not provide extensive features like the other software on the list but it lightweight and can perform the majority of the tasks needed by a smart home user on a small scale.

    In addition, EventGhost allows the use of input devices like wireless remote to control home devices. The interface as to be expected is simple with different task icons in the menu which have specific functions.

    To enjoy more features, you would need to download several plugins which could be the downside of the app. Infrared motions work exquisitely and can be easily setup by following the tutorials on the software website. You can always try EventGhost since it is free to download and check out the features.

    ⇒ Download EventGhost


    These are the best smart home software for smart home owners. They have been tested and found to possess features needed. In addition, they are all compatible with Windows 10.

    Meanwhile, EventGhost is lightweight to use but with limited features while Creston is the most expensive of the apps listed above. Our recommended smart home software to utilize in your home is OpenHAB, as it gives all the necessary features and compatibility needed for a smart home software.


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    Create A Customer Experience Strategy

    This step-by-step template makes it easy to deliver a well-laid-out customer experience strategy that can give you planned, targeted growth.

    There’s no question that a customer experience strategy is key to business success in today’s market.

    But knowing where to start when creating a winning strategy can be daunting.

    Never fear – your friendly neighborhood business blogger is here!

    In this post, you’ll uncover:

    What a customer experience strategy is

    Why you should have one

    9 easy steps that will take you to success

    Feel free to save this article and use it as a template for your next customer experience strategy.

    Bonus: Get our free, fully customizable Customer Experience Strategy Template that will help you understand your customers and reach your business goals.

    What is a customer experience strategy?

    A customer experience strategy is a plan for how to improve customer experience across all touchpoints. This includes initial awareness to purchase and beyond.

    A well-thought-out strategy involves a defined goal and the actionable steps needed to take to get there. It will also consider how to measure and optimize your efforts!

    Customer experience (CX) is a customer’s perspective when interacting with your business. You can learn more about what customer experience is here!

    Why create a customer experience strategy

    Initiatives with a strategy behind them are much, much stronger than simply setting goals. Support your customer experience efforts with a proper strategy in place. Your efforts will have logic and planning to support them. This lets you make informed, proactive decisions instead of reactive choices. You’ll also be less likely to risk your budget on tactics that aren’t working with consistent monitoring.

    Accidental success can only take you so far. A well-laid-out customer experience strategy can give you planned, targeted growth.

    How to create a customer experience strategy

    Creating a customer experience strategy can seem daunting, but it doesn’t have to be. Follow these nine easy, templated steps, and you’ll be left holding a winning strategy.

    1. Define your goals

    Your first step should be to decide what you’re working toward. Set your objectives and goals in the very beginning. With these in place, you’ll be able to measure your progress, successes, and return on investment (ROI).

    Each of your goals needs to be:






    The SMART goal framework gives you clear, attainable goals.

    A SMART goal example for customer experience could be: To increase our NPS score by a full point this quarter.

    Or, more specifically: To decrease the time it takes a customer to solve an issue by 20% on average this quarter.

    In this case, the second, specific goal works toward the first high-level goal. You can (and likely will) have multiple goals to work toward in an overall strategy. Start with one high-level goal and work your way down.

    2. Do an audit of your existing customer experience

    If you’re not an entirely new business, then your brand has already made an impression on your customers. You’ll want to discover what you’re offering customers from their perspective.

    Do an audit of all of your existing customer experience touchpoints. You can chart them out, rate them, and note any potential pain points, room for opportunity, and what you’re doing well.

    Structure this like a traditional SWOT analysis. This is a compilation of your company’s strengths, weaknesses, opportunities, and threats. But, focus it on your customer experience offerings.

    3. Know your competitors

    To stand out, you first need to know who you’re up against. What are others in your industry doing in terms of CX strategy? And who should you be looking at?

    You might already have an idea of who your direct competitors are, but Google will tell you indefinitely who the top SERP dogs are. To uncover this, first identify your competitive keywords. One popular method is to use the Google Adwords Keyword Planner to analyze your website.

    Then, you can use your top, most relevant five or ten keywords to see who’s ranking for them on Google. Simply type the keywords into the search bar and see who hits first.

    Once you know who your competitors are, you may want to keep an eye on them. Use Hootsuite Streams to track them across every social network.

    4. Do your research (AKA a competitive analysis)

    Spend some time researching the customer experience landscape. You’ll want to answer where your brand and your competitors stand in the marketplace.

    Take a look at positive and negative reviews by customers. Make sure you evaluate their FAQ page and whether or not they use quality chatbots. If you can, engage your competitors in a faux customer service request and see how they respond.

    Performing a SWOT analysis of your and your competitors’ customer service offering is a clear way to see gaps in the marketplace.

    This in-depth guide on social media competitive analysis may give you some inspiration on how to tackle your customer experience research.

    By understanding the customer experience landscape, you can make sure that your brand is differentiated in a way that matters to customers. You can also avoid the customer service pitfalls that can cause customers to take their business elsewhere.

    5. Create audience personas and customer journeys

    Personas and customer journeys help you to understand who you’re serving and what they’re experiencing when they interact with your brand.

    Customer journeys will show you each touchpoint your customer has with you. You can anticipate any pain points and try to make each step a little more enjoyable. And, when you know who your customers are, you can personalize those moments of joy.

    For example, your persona describes busy, time-starved parents who dislike spending too much time on weeknight meals.

    Your customer journey shows those folks often using their mobile to order groceries early in the week.

    The solution to making their customer experience more enjoyable could be to have a popup with a hassle-free, kid-friendly dinner recipe involving a few items they’ve purchased before they checkout.

    Moments of joy could be even simpler, like CD Baby’s confirmation email. Allegedly, CD Baby’s founder, Derek Sivers took twenty minutes to write it in an attempt to make people smile. The email has been shared thousands of times, and on the topic, Sivers’ has said, “…please know that it’s often the tiny details that really thrill people enough to make them tell all their friends about you.”

    Source: CD Baby’s Confirmation Email

    6. Plan your implementation, tactics, or execution

    Once you’ve completed the above steps, you should have an idea of:

    Where you want to go (your goals)

    The opportunities available to you and the gaps you can occupy

    Now, it’s time to think about how you’re going to achieve your goals through the opportunities available. This step in planning your strategy needs to build on your previous answers, so everyone’s plan will be different.

    Take your time and map out the steps needed to implement each of your action steps. For example, maybe you noticed your competitors’ customers all complaining about how long of a wait it is to access a customer service representative.

    An easy win would be to implement a chatbot on your site that can take down a customer’s information and then have an agent contact them directly without the annoying waiting around. Your tactics here would be to:

    Find a chatbot that works for you (Heyday, for example, integrates directly with your human team)

    Implement it onto your site

    Do some testing to make sure it works

    And launch!

    Source: Heyday

    Get a free Heyday demo

    Note, chatbots aren’t only useful on your website. If you’re on Facebook, Instagram, or Shopify, you should consider working one into your overall digital strategy. Social media customer service is extremely important.

    7. Send out surveys

    When you don’t know (and often, you don’t), then ask! We don’t mean to be rude, but you can’t know what your customers actually think if you don’t ask them. Send out surveys to crowdsource sentiment on your brand, your customer experience, and products or services.

    You can craft your surveys specifically to ask questions about your customers’ experience with your brand. Have you noticed an issue with repeat customers? Send one out after folks have purchased a product or service and solicit feedback.

    8. Measure

    You’ll need to measure your efforts to understand whether or not your strategy is effective. Consider common customer experience metrics like:

    Net Promoter Score

    Customer Effort Score

    Customer Satisfaction Score and

    Average Response Time

    You can see more details on what these common metrics are and how to calculate them here.

    9. Optimize

    The last part of any great strategy is to make it better.

    Keep asking folks what they want to see from you, how you can improve, and what’s working and what’s not. Continue to stay aware of what your competitors are up to on social media — shout out again to Hootsuite Streams for automating this task! And check in with your customer service team.

    The actions you can take to make their lives easier will likely benefit your customers, too, like a chatbot designed for your business.

    Retail bots improve your customer’s shopping experience, while allowing your service team to focus on higher-value chúng tôi your online and in-store sales with a conversational AI retail chatbot by Heyday by Hootsuite.

    Get a free Heyday demo

    Turn customer service conversations into sales with Heyday. Improve response times and sell more products. See it in action.

    Update the detailed information about Smart Design For Customer Engagement on the website. We hope the article's content will meet your needs, and we will regularly update the information to provide you with the fastest and most accurate information. Have a great day!