May
25
Companies that serve customers in real time will enhance their brand relevance
ByIn today’s world of messaging, twitter, and instant gratification, companies can build their brands by focusing on real-time customer service. Marketers should spend time reviewing their customer service channels and take the time to experience them as a customer. Companies that focus on strategies to create a real-time conversation with customers either through instant messaging, media campaigns, twitter, or phone will reap the benefits of enhancing their brand relevance and will develop more loyal customers. Real time web chat, instant messaging, and twitter are a few of the channels that currently allow companies to interact with their customers in real time. Whether signing up for an online service or purchasing a product online, speed is paramount. Verizon is an example of a company successfully integrating real time communication into its customer acquisition strategy. They built tools to instantly trigger a live chat if a potential customer reaches the one minute point while signing up for DSL. At that point, a web chat is offered to intercept the potential customer before they abandon the form. This interception allows them to assist customers that are having difficulty using their online service and will pay in dividends by improving the brand relevance with the customer that was in need of assistance. Brand strategists should design a strategy to speed up all communication points with customers and potential customers. Real-time communication is what is expected in today’s world of instant gratification achieve that and increase the relevance of your brand.
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