Mom-and-pop shop owners chat at the checkout to discover their customer’s shopping preferences. It’s not unusual for a restaurant manager to visit a table to gauge a diner’s feelings about the service. But how can an online business reach out to its far-flung and faceless customer base? FirstHive offers an answer. This platform’s real-time data, single customer view, advanced segmentation, and hyper-personalization features each work to build strong relationships between online companies and their clients.
During each interaction with an online customer, FirstHive enables online marketers to:
- View and track their interactions with customers on a real-time basis
- Send out personalized messaging specific to each customer’s preference through a marketing automation system
- Follow up with their customers after checkout with emails through hyper-personalization
Businesses can increase customer loyalty through the personalized attention these features offer.
How FirstHive builds customer loyalty through real-time data
The primary goal of e-commerce store owners is to gain a comprehensive understanding of the customers they serve. Businesses aware of their customers’ needs and shopping habits provide the best experience. For online marketers to achieve this goal, advanced real-time data is the key.
Online marketers can learn about their customers through real-time data from multiple touchpoints. FirstHive pulls together information from websites, bots, social presence, and mobile apps. By taking advantage of the third-party aggregated data from FirstHive, online businesses gain valuable insight into their anonymous customers.
FirstHive gathers data about how customers interact with online businesses. This data allows online marketers to communicate with each customer in the right way and at the right time.
Many online businesses reach out to customers in only one way. Some prefer to post information on the website, some through an email campaign, some through sales calls. Wouldn’t it make more sense for a company to communicate with each customer in the way he or she prefers?
This shift to customer-centric marketing allows online companies to reach out to their customers using multiple channels. Customers can contact a brand via the channel that best meets their needs. FirstHive unifies the data collected across all channels.
By using real-time data, online marketers can also interact at the best time of day for each customer. This personalized approach is possible by accumulating detailed information about when each customer prefers to communicate.
How FirstHive builds customer loyalty through single customer view
A single customer view allows online entrepreneurs to capture every interaction customers have with their brands and view it on a single dashboard. The information on this dashboard will enable businesses to:
- Create more agile and smarter customer segments
- Deploy omni-channel campaigns
- Run hyper-personalized campaigns
FirstHive builds unified customer identities called Single Customer View (SCV). An SCV is a dashboard layered with actionable campaign targeting recommendations.
A single customer view eventually leads to an enhanced experience for customers. Over time, they feel that the brand knows them and understands them. This familiarity fosters brand loyalty and drives brand sales and growth.
How FirstHive builds customer loyalty through advanced segmentation
FirstHive groups customers with similar behaviors and preferences into segments called identity classes. These identity classes enable online marketers to customize communication for each group of customers.
FirstHive builds a data identity for each customer by tracking their engagement. The platform accumulates information, including whether a customer prefers to be contacted by email, text, or phone call. It also tracks when customers are most receptive to communication. The customer’s data identity will store information about each customer’s habits. For example, a data identity might indicate that a particular customer is 85% likely to read emails sent at 3:00 PM, whereas there is only a 25% chance he will open emails sent in the evening.
Advanced segmentation helps online businesses move from channel-centric marketing toward customer-centric marketing. Personalized communication makes customers feel recognized and appreciated. At the same time, it allows marketers to up-sell and cross-sell other items based on the customers’ preferences.
How FirstHive builds customer loyalty through hyper-personalization features and loyalty programs
Hyper-personalization features allow eCommerce marketers to send emails specific to each customer’s needs and preferences. The individualized content and recommendations in these messages demonstrate that a brand knows and cares about its customers’ business.
Online businesses can utilize FirstHive’s hyper-personalization feature to create loyalty programs for an online company’s high-value customers. These programs ensure customers feel recognized and go a long way to guarantee their loyalty in the future.
eCommerce marketers work hard to attract customers to their websites. FirstHive equips them with real-time data, single customer view, advanced segmentation, and hyper-personalization features to ensure customers feel understood and appreciated.
