3 Ways to Get Customers to Share Their Information
By maximizing your use of customer data, you can offer more positive online experiences; deliver targeted messages; and identify "problem" areas that may be impeding your customers quick and easy access to information. This kind of insight can then be applied towards ensuring new and prospective customers receive the best experience possible.
3. Put predictive analytics to good use. In the 7 Customer Engagement Index, 53 percent of respondents noted that customer service should be effortless and fast, while 29 percent said that anticipating a customer's needs is a top attribute for great customer service. Herein lies the formula: Show your consumers how sharing their data will help your brand deliver a richer experience for them.
For example, when looking into hotel vacancies, a consumer could start by asking their question about the availability of rooms in natural, everyday language to a virtual agent on that hotel's website or mobile app. If that same consumer then wanted to request a special, custom enhancement or add-on to their booking, they could seamlessly chat with a live agent, who would have an understanding of the customer's recent booking, as well as specific customer data including where they're from and whether they've stayed at the hotel previously, to help deliver the best possible customer experience. Data sharing can make customer interactions predictive and personalized, providing a low-effort customer experience that builds trust and loyalty.
The secret to making customers want to share their data is to take the practice out of the dark, and put in under the spotlight by answering the why and the how. This will make every customer understand why sharing their data will ultimately result in a richer, more in-depth experience with your brand.
Kathy Juve is the chief marketing officer of 7, a customer engagement platform provider.