{"id":19097,"date":"2024-02-07T22:11:49","date_gmt":"2024-02-08T03:11:49","guid":{"rendered":"https:\/\/www.innovsys.com\/innovsys\/?p=19097"},"modified":"2024-02-07T22:11:51","modified_gmt":"2024-02-08T03:11:51","slug":"smart-marketing-for-better-cx","status":"publish","type":"post","link":"https:\/\/www.innovsys.com\/innovsys\/smart-marketing-for-better-cx\/","title":{"rendered":"Smart Marketing for Better CX"},"content":{"rendered":"<section class=\"container block acf\/is-content-wrap theme- pb-md pt-lg\">\n    <div class=\"row justify-content-center\">\n        <div class=\"col-xl-8 cms-styles\">\n            \n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p>Service Providers should be utilizing smart marketing to reach prospects, upgrade customers and provide optimal CX. Leveraging data, providing simplicity and personalizing communication helps ensure the best possible experience.<\/p>\n\n\n\n<h4 class=\"wp-block-heading has-text-align-center\" id=\"h-utilize-data-make-it-simple-personalize-smart-marketing\"><strong>Utilize Data + Make it Simple + Personalize = Smart Marketing<\/strong><\/h4>\n\n\n\n<p><strong>Use Data to Target<\/strong><\/p>\n\n\n\n<p>Providers should analyze billing data to view revenue. Identify growth areas based on the estimated revenue per location. Messages can be sent to prospect addresses with instructions for online, mail and phone signup,&nbsp;<strong>giving prospects flexibility to sign-up whenever and wherever they wish. &nbsp;<\/strong><\/p>\n\n\n\n<p>Brian Weis, Customer Success Manager at Innovative Systems, explains the ways in which providers leverage technology to delight their customers. \u201cWhile mailings and bill stuffers used to be the most effective way to reach customers, in today\u2019s digital world, your online presence, your tech tools and your ability to reach customers on their cell phones using texting is key.\u201d&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Customers Need Simple<\/strong><\/h4>\n\n\n\n<p>Customers are looking for simple and straightforward solutions to make their lives easier. ebills, online payments and eSigning paperwork all reduce the need for in-person visits or mailing back and forth. Giving customers the power to sign up, on any device, at any time is the epitome of simplicity.&nbsp;<strong>If it\u2019s too hard, if it takes up too much of their time, customers will take their business elsewhere.<\/strong><\/p>\n\n\n\n<p>\u201cIn recent years I\u2019ve found a dramatic shift in Broadband marketing from being solely focused on upsell opportunities and more towards creating a self-sufficient customer. I have seen incentive programs, bill messages, etc promoting automatic payments and paperless billing signup. This helps drive costs down for the company and provides a better experience for the modern customer,\u201d said Kelsey Ruml, Professional Services Manager, Innovative Systems.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"682\" src=\"https:\/\/www.innovsys.com\/innovsys\/wp-content\/uploads\/2024\/02\/MicrosoftTeams-image-8-desktop-1024x682.jpg\" alt=\"\" class=\"wp-image-19121\" srcset=\"https:\/\/www.innovsys.com\/innovsys\/wp-content\/uploads\/2024\/02\/MicrosoftTeams-image-8-desktop-1024x682.jpg 1024w, https:\/\/www.innovsys.com\/innovsys\/wp-content\/uploads\/2024\/02\/MicrosoftTeams-image-8-desktop-300x200.jpg 300w, https:\/\/www.innovsys.com\/innovsys\/wp-content\/uploads\/2024\/02\/MicrosoftTeams-image-8-desktop-768x512.jpg 768w, https:\/\/www.innovsys.com\/innovsys\/wp-content\/uploads\/2024\/02\/MicrosoftTeams-image-8-desktop-1536x1023.jpg 1536w, https:\/\/www.innovsys.com\/innovsys\/wp-content\/uploads\/2024\/02\/MicrosoftTeams-image-8-desktop.jpg 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Personalize and Delight<\/strong><\/h4>\n\n\n\n<p>Marketing doesn\u2019t end with prospects. It carries over to the communication that providers give to their customers. Providers should use customer insights to send personalized communication on Birthdays and Signup Anniversaries. Customer appreciation promotes brand loyalty and differentiates providers.<\/p>\n\n\n\n<p>Personalized communication is essential when fixing individual customer issues. Customers are busier than ever and giving them a multi-hour or half-day window to be home for a service call isn\u2019t as exact as it could be. &nbsp;Instead, Technicians can message the customer when they are on their way, and customers can watch the technician\u2019s progress (similar to Uber). After an issue is resolved, the customer can be sent a satisfaction survey. Customers feel that their opinion has been heard and their provider is striving to improve.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Utilize Data + Make it Simple + Personalize = Smart Marketing<\/strong><\/h4>\n\n\n\n<p>Innovative Systems has witnessed dramatic increases in customer NPS scores because of smart marketing. One customer, South Slope Communications Cooperative, collects over 400 eSignatures a month and utilizes eLation\u2019s integrated texting to contact customers and prospects. Their Net Promoter Score has gone up 17% in the short time since they\u2019ve implemented eLation.<\/p>\n\n\n\n<p>Smart Marketing combined with tools that make the experience simple for the customer are a service provider\u2019s ammunition for growth.&nbsp;<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><em><a href=\"https:\/\/bit.ly\/3HJ0Yfh\">Post originally published in Telecompetitor&#8217;s Insider Insight Series. <\/a><\/em><\/p>\n\n\n\n        <\/div>\n    <\/div>\n<\/section>","protected":false},"excerpt":{"rendered":"","protected":false},"author":12,"featured_media":19119,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[1],"is-type":[],"market":[],"class_list":["post-19097","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - 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