On average, customer experience leaders have a loyalty advantage of more than 14% over their competitors who neglect the customer experience. How can you achieve this? By personalising each and every contact with your customers, using smarter data segmentation and 'micro targeting'.
We all know that it’s more expensive to acquire a new customer than to retain an existing one, and yet – especially in tough economic conditions – businesses neglect the customer experience in their drive to cut costs. Service is always valued more highly than low price, so use it to your advantage.
A large UK energy company using Horizon found that over 12% of their home engineer visits were aborted, with nobody home.
By sending a quick reminder by SMS or phone, that figure fell to under 8%. Moreover, customers loved the value-added service.
TNT (a large courier) reportedly enjoyed 100% growth in revenues, doubled its customer base, substantially reduced its customer churn, and increased the results of its marketing campaigns by over 20%. How? By understanding the customer experience, and how emotions drive value.
Starbucks spent less than $10m in total on advertising from 1987 to 1998, and yet added over 2,000 new stores to accommodate growing sales. Starbucks massive popularity and success was based on the positive experience that drove its customers to recommend their store to friends and family.
Horizon is all about smarter, joined up use of your customer data to create personalised customer experiences across your digital channels.
Horizon lets you segment your CRM data in the ways that make most sense to your business (and to your customers), then use these segments to micro-target individual outbound and inbound contact.
We'll help you put in place a joined-up approach to your digital marketing and customer service automation, to improve your marketing results, generate customer loyalty and deliver higher profitability.
We’re here to create a win-win for you and your customers.