Amidst the ever-changing terrain of contemporary commerce, upholding robust customer connections stands as a pivotal facet of triumph. Customer Relationship Management (CRM) has surfaced as an indispensable instrument for brands to forge, involve, and fathom their patrons on a more profound plane. Within this digital epoch, where every interaction holds significance, the significance of CRM looms large. CRM in Modern Day Business In today’s business landscape, the adoption of Customer Relationship Management (CRM) systems has become ubiquitous. Almost every business leverages CRM to manage interactions, streamline processes, and foster meaningful customer relationships. CRM systems serve as centralized repositories, housing a wealth of customer information, interactions, and insights. While it’s true that most businesses are equipped with a CRM, the significance lies in how these systems are harnessed to enhance customer experiences and drive growth. Integrating Social Data with CRM Every tweet, comment, and like holds the potential to shape brand perceptions, harnessing the power of social data has emerged as a game-changer for brands seeking to build meaningful connections. Enter Locobuzz, a visionary leader in the realm of Customer Experience platforms, poised to bridge the gap between the invaluable insights from social interactions and the structured efficiency of CRM systems like never before. Social data carries the pulse of these interactions, offering insights into customer preferences, pain points, and trends in real-time. But for businesses to truly harness this treasure trove of information, a seamless integration with CRM systems is a must-need in modern-day business. Social interactions offer unfiltered glimpses into customer preferences and emotions. Integrating this with CRM data results in a 360-degree view, enabling businesses to personalize interactions by responding promptly to each customer that is present in the CRM database. This social data does not only count on the current social data present but even goes far behind to collect the historical data of the customer. A Revolution in Customer Understanding Today, customers wear their opinions on their digital sleeves, and mining social data is a goldmine of insights waiting to be explored. Locobuzz’s innovative approach seamlessly integrates these social insights into your CRM system, revolutionizing how brands understand and engage with their audience. Let’s take a quick look at how businesses can benefit from intertwining social media data with CRM: Gain a Holistic View Traditional CRM systems offer a snapshot of customer interactions that are strictly transactional. However, when integrated with social insights, this picture evolves into a dynamic tapestry that captures the essence of customer behavior and sentiment. Brands gain a panoramic view of each customer’s journey, understanding not just what they buy, but why they buy, what they discuss, and how they feel. This profound understanding lays the foundation for building meaningful relationships, as businesses can now engage customers on a personal level, resonating with their desires and preferences. Case Study: A retail brand integrated social media interactions with CRM data. They discover that a customer who frequently engages with their posts is passionate about sustainability. Armed with this insight, they tailor their communications to highlight eco-friendly products, deepening the customer’s loyalty. Fuel Hyper-Personalization The modern customer craves personalization – experiences that cater to their individual needs and aspirations. Social media data offers a treasure trove of clues about individual preferences, from favourite products to communication styles. By tapping into this wealth of information, brands can craft messages and offers that speak directly to each customer’s heart. The result? Hyper-personalized experiences that show customers they’re not just another number. The loyalty that stems from this level of personalization can’t be understated; customers are more likely to stick around when they feel understood and valued. Imagine a cosmetics brand that seamlessly integrates social media interactions with its CRM system. They notice that a customer frequently engages with their posts related to cruelty-free and vegan products. By combining this insight with past purchasing behaviour, the brand crafts personalized emails showcasing its latest line of ethical beauty products. The customer greeted with a selection perfectly aligned with their values, not only makes a purchase but also becomes a vocal advocate for the brand on social media. This demonstrates how the fusion of social data and CRM can convert customer interests into meaningful interactions that drive loyalty. Spot Trends in Real-Time Spotting trends in real-time refers to the ability of businesses to identify emerging patterns, shifts in customer behaviour, and changing sentiments as they happen. This is particularly relevant in the fast-paced world of social media, where conversations and trends can gain momentum rapidly. By integrating real-time social data streams with a CRM system, businesses can gain immediate insights into customer conversations, reactions, and preferences. This empowers them to respond quickly to emerging opportunities, adapt marketing strategies, and make informed decisions. The benefit of spotting trends in real-time is the competitive advantage it provides by enabling businesses to stay ahead of the curve and cater to customer needs as they evolve. Let’s consider an exampleConsider an electronics manufacturer that integrates live social data feeds into their CRM. During a product launch, they notice an unexpected surge in social media conversations discussing a particular feature that wasn’t heavily marketed. Recognizing an opportunity, the marketing team quickly adjusts their social media content to spotlight this feature. They also collaborate with their product development team to enhance the feature based on the feedback. As a result, the product gains buzz, positive reviews, and increased sales. Enhance Issue Resolution Every customer interaction is an opportunity – an opportunity to provide exceptional service and turn potentially negative experiences into positive ones. Social data provides context that enables customer service teams to approach issues holistically. Armed with the bigger picture of a customer’s interactions, support agents can understand the underlying reasons for problems and address them comprehensively. This not only leads to faster resolution but also showcases a brand’s commitment to understanding and solving customer pain points. Example A hospitality brand that uses Locobuzz intigrated its social data and CRM data. When a customer tweeted about a negative experience, the support team was

7 Ways to create a great customer experience strategy Companies tend to spend a massive chunk of their money on retention and customer services to ensure fail-proof ways of keeping their customers happy and satisfied. Recently, researchers in the service marketing industry have considered customer satisfaction from what and how they experienced the service encounter, resulting in customer experience management. Understanding and delivering Total Client Expertise (TCE) to sustain Lasting Customer Loyalty (LCL) is progressively necessary given the pressures of commoditization, economical process and market saturation in developed countries. As per the Walker study, “By 2021, customer experience will overtake price and product as the key brand differentiator. Table of Contents What is the customer experience strategy? Customer experience (CX) strategy refers to tracking the holistic perception of the customers and their experience with your brand. It is a totality of cognitive, affective, sensory, and behavioural consumer responses during all stages of the consumption process, including pre-purchase, consumption, and post-purchase stages. Features of having a great customer experience strategy: Reduced customer churn rate – According to Harvard Business School, a 5% increase in customer retention can increase profits by 25% to 95%. In addition, businesses focused on providing excellent communications by solving customer problems tend to reduce their customer churn rates.  Better word of mouth marketing – Great customer support will lead to a great customer experience, leading to more people talking about your business online and everywhere else. Increased word of mouth is a traditional but very effective form of marketing that you can successfully attain by having a great customer experience strategy. Better word of mouth marketing – Great customer support will lead to a great customer experience, leading to more people talking about your business online and everywhere else. Increased word of mouth is a traditional but very effective form of marketing that you can successfully attain by having a great customer experience strategy. Improved crisis management – Handling an angry customer who is also loyal calls for a crisis and is the only way out of this.  Customer lifetime value excellent customer support is e (CLTV)- Reducing customer churn rates and ensuring customer satisfaction should be the main focus of businesses. This acts as the bedrock of increased loyal relationships with the customers. The longer you can have a steady hold of your customers, the more they tend to provide you with customer lifetime value (CLTV). How can you create an excellent customer service strategy for your business? Explore your audience – Discover the needs and expectations of your customer segment. Try to find out who your customers are and what makes your customers happy. This will aid you in defining a plan to move forward and suggest relevant changes to your current customer experience strategy. 71% of companies that exceed their revenue and lead goals use buyer personas. Define your business objectives – It is vital to identify what goal is to be achieved with the strategy. For example, do you wish to target new customers? Do you want to enter a new market venture? Do you want to create awareness of a new product? Answering these questions will be the very first step in the actual process of shaping a groundbreaking strategy for your business.  Research your competitors – Analyse market trends and graphs. Keep a close eye on what your competitors are bringing to the plate. This will keep you up to date. Researching your competitors’ current CX practices may also prevent your business from being left out.  To stand out from your competitors, you need to know what they are doing and come up with a CX strategy or a tactic that isn’t in the market yet. You can also identify gaps between your competitors and their customers and fill those gaps for your CX strategy.   Make your foreground strong – In customer service, your foreground is your employees who are customer experts. The team you develop to handle your business’s customer service should be top-notch as they connect directly with your customers. Train the employees in listening, empathy, sympathy, and a keen eye on details. Dive into AI for enhanced customer service – Invespro says, “Chatbots can save up to 30% in customer support costs and can help businesses by speeding up response time and answering up to 80% FAQs”.  Chatbots are an effective technological invention that is a good replacement of humans who can not be as fast, can not be as accurate, can not be available 24*7 and many other things that the chatbot has to offer for better customer support.  Chatbots are a great way to get your customer support for basic queries. Still, with its limitations, complex questions are usually transferred to human agents who are adept in handling difficult customer queries.  Pay attention to customer feedback and measure CX metrics – According to the tips as mentioned above, you can get an excellent customer service strategy intact, but it doesn’t mean it will fulfil your customer satisfaction goals. To ensure that you need to keep your ears wide open for any feedback or an open window for change.  Including feedback from customers should be a vital part of your CX strategy as they provide you with honest opinions about their experience with your business. They can also be treated as the best resources for improving customer experience strategy. You can also use customer experience metrics to track the customer insights and what are their opinions about you. The important customer experience CX metrics include Customer satisfaction score (CSAT), Net Promoter Score (NPS), Customer effort score (CES) Forrester entails, “Companies are increasingly using customer analytics techniques like customer satisfaction analysis, customer engagement analysis, and customer journey analytics to understand and enhance the client experience.” Keep investing in upgraded tools and systems – Once you have identified the needs and demands of your customers and laid out the plan to incorporate them in your customer experience strategy you need to deploy the right tools and systems to increase customer experience.  Among a wide range of options of tools in front of your brand, you should choose up-to-date tools with current technological advancements