Your customers’ behavior on social media is an indicator of their day-to-day interactions with and reactions to your brand. is paramount in getting a fully comprehensive view of a customer. That’s why being able to access all the customer service-related interactions, such as requests, complaints, enquiries, etc. You need great customer service to match. Today, having a great product isn’t enough. Be it through purchases or marketing communications, via customer service or on social media. From the basic contact information on customers, to all their past and present purchasing data and all interactions with customer service, as well as their social media behavior.ģ60 degrees is a relationship cycle that consists of many touchpoints where a customer meets the brand. This data will allow you to not only better understand the people you’re serving and help you deliver better customer experiences, but also set yourself up for long-term success and business growth.Īnd for that – you need a 360-degree view of the customer! What is a 360-degree view?Ī 360-degree view of a customer is a collection of all your customer data in one place. The reality is that as this digital trail grows, for those who are capable of following and capturing it, a pool of invaluable data about the customer and their journey will present itself. While this may create challenges, it also creates some great opportunities.
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Here, we share four tried-and-tested ways to use it for your business and how it can positively impact the customer experience.Īs individuals our digital footprints are growing infinitely.Īs businesses, we face increasingly more sophisticated and digitally savvy buyers.
360 digital works how to#
Less than 10% of companies understand how to use a 360-degree view for growth.Usually stored in a CRM system, you can track all customer touchpoints into a single, digital profile. A 360-degree customer view is a collection of all of your customer's data in one place.
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One of the biggest challenges for any B2B company is tracking an individuals journey across multiple channels, devices, purchases and interactions together - which often leads to a disjointed and inconsistent customer experience.