Building a relationship with prospective customers should not be seen as a one-way street, with your brand constantly reaching out—calling, mailing, posting—and hearing nothing in return. Rather, this process is more successfully a bi-directional path with many winding trails. Encouraging customer responsive marketing automation will pave this process of nurturing your leads to their state of buying readiness. Providing the means and the channel(s) of communication between your brand and your prospects can open up an enlightening conversation.
Everyone likes a personalized message (except when it’s a little too personalized). I couldn’t delete emails starting “Greetings #1 Customer” any faster. It’s no surprise that personalized marketing encourages customers to respond and interact at a higher rate. Personalization of each message based on their previous interactions with your brand (read: lead scoring) helps to determine their stage of the buying cycle, and thus the types of messages you should be sending.
The end goal of carefully personalizing each message broadcasted is to encourage seamless interaction between sales and prospects across multiple channels. There are a multitude of tools that make customer responsive marketing automation a process easily integrated with your current system. Mobile applications are increasingly a crucial part of engaging customers and text messaging is burgeoning into an acceptable means for B2B communication.
Tailor your customer experience and encourage their response by scheduling social media posts (make it easier on yourself) that survey or poll your followers. This somewhat organic way of discovering data can then be used to create relevant content. Ask about the customers’ needs, determine an appropriate means to “score” your posts (evaluate the number of “likes” or “retweets,” for example) to gauge your audience’s interest level in various topics. Don’t forget to keep in consideration the peak times for posting to maximize exposure and response.
Realize Customer Needs
Through customer responsive marketing automation, your business is enabled to more fully realize your customer needs through their interaction with your brand. Analyze their past behaviors (CTRs, landing pages, etc.) to predict how they might respond to future messaging campaigns. Incorporating customer service into the customer responsive marketing automation process becomes second nature through technology. Catering to the customers’ needs at a time when they’re ready (timing is everything) can be the make it or break it of the deal. It’s important to have the marketing and sales teams in communication with each other to coordinate respective campaigns and actions to maximize touchpoints, get to know the prospect, and go in for the win. Utilizing strategic techniques such as the “sense and respond” in correlation with other technology advances will provide a better grasp of what prospects and customers alike want and expect from your brand.