The automobile sector ranks second globally when it comes to being the most data-driven industry. The automotive industry ranks second in the data-driven industry race. As per Luth Research, an average customer shopping for a car touches over 900 digital touchpoints. Data about a driver’s destination, route, traffic, etc. is being collected by smart vehicles. Automobile manufacturers are continuously striving to establish greater levels of customer loyalty and placing them at the forefront in all their efforts.
In recent years, a lot of sales is taking place online in comparison to traditional sales outlets. As customers move across digital channels, their journeys are becoming complicated. The need of the hour is for automobile companies to invest in a solution that can track all these touchpoints, record all communications, customer inquiries, purchase records, etc. to create a holistic view of its customers to offer superior customer experience and secure a strong foothold in the market.
Here are five ways you can leverage Customer 360 to win customer loyalty:
1. A Single Holistic View:
Customer 360 helps in ensuring that all communication, prior purchases, customer service enquiries are stored in a central location for a holistic view of the customer. This makes it easy for anyone in your organization to get a proper context to any query and provide the customer with appropriate personalized response. Also, since everyone in the organization will have the same touchpoint for accessing information, correspondence sent to customers will be consistent across departments. Hence, ensuring customer loyalty and limiting customer churn.
2. Making Strategic Sales & Marketing Plans:
Customer 360 helps in extending the role of sales and marketing teams by enabling them to create strategic sales and marketing campaigns by leveraging existing data. As an example, you can observe your customer’s inclination towards a particular brand and tailor your sales campaign to serve that interest. Also, since everyone has the same view of the customer, it makes it very easy for them to share important information with one another.
3. Enhanced Predictive Analysis:
A complete view will enable you to not only view your customers’ past transactions but also predict where they would like to go in the future. A consolidated data of your customers like accounts, service calls, priorities, etc. reflected through the social medial platforms will assist you in performing relevant predictive analysis and know where they are headed and what they might need in the future.
4. Know Your Customers Better:
A unified customer view helps you to know and understand your customers better especially their tastes. You can know not just the patient’s purchase history but also their habits and behaviors. For instance, how often does the customer purchases cars? Which outlets does he frequent? If there has been any disputes or complaints made by the customer in the past regarding quality of service, technical issues, etc. This will help you address their needs appropriately.
5. Deliver One-to-One Shopping Experiences:
The main benefit of Customer 360 is that it offers you the capability to provide personalized shopping experience throughout your customers’ shopping journey. For example, if your customer is technology savvy, you can offer him/her vehicles that have smart features. If the customer likes to travel, you can sell them vehicles that are suited for long trips and rough terrain.
Challenges for Companies in Providing a 360-degree or Holistic View
A key challenge faced by businesses today is capturing different data sources and consolidating it to form a holistic view. Customer data is stored in different systems like CRM for personal data, custom legacy system for order history data, POS system for purchase data and Facebook, Twitter, Instagram, etc. for social media data. Creating a holistic view of the customer means deploying a solution that can integrate them and offer a single holistic view.
Rawcubes’ Customer 360.Next helps resolve this issue through its data platform, DataBlaze. DataBlaze supports ingestion of structured, unstructured and semi-structured data and addition of different sources of different types. These include SQL Server, MySQL, Cassandra, Mongo, REST services, HDFS, S3, FTP, any JDBC compliant source connection and social media sources like Facebook. Customer 360.Next aligns its analytical models to obtain a complete view of the customers’ sales journey and experience. Along with data acquisition, processing and visualization capabilities, it helps in providing the most accurate and reliable customer insight for each customer.
So, isn’t it time that you reaped the benefits of a holistic solution like Customer 360.Next?