Delighting Customers and Achieving Conversion with Unica Journey

Customer Journey isn’t a linear pathway but a complex web with multiple touchpoints. To achieve sales, it is imperative to have your presence at every customer touch point across different channels and resonate with their preferences. Even the potential customer who might be showing high interest in your product wouldn’t convert if you fail to offer a seamless experience across his touchpoints. So, missing out on the touchpoints is missing sales. Now you have come to an understanding that omnichannel presence is crucial to achieve sales. But, if you are scratching your head thinking how to achieve omnichannel excellence, Unica Journey comes to the rescue. This highly-powered marketing automation tool helps you to have a strong omni channel presence thereby turning prospects into customers. 

Winning Customers in a Multi-Touchpoint World with Omnichannel Targeting: 

A recent survey has revealed that on average it takes 20 customer touchpoints to convert a customer. Needless to say, the advancement in technology has led to the rapid rise of digital platforms increasing the customer touchpoints. Just look at the number of applications you have on your mobile and other digital devices- Gmail, Facebook, Instagram, YouTube, browsers, etc. Your customers are as same as you having their presence across multiple channels. The rise in channels has raised the touchpoints, making omnichannel targeting mandatory. 

The customers you target are also targeted by your competitors. So, even when you are very close to converting a customer, if he slightly deviates towards your competitors, it will give them a chance to convert. You can convert only if you are consistently present at the top of their mind. This is viable only by having a solid and seamless omnichannel presence for which prior accurate prediction of customer journey is crucial. 

But, most marketers struggle to accurately map the customer journey. As a result, their campaigns fall short of making a positive impact on customers at each touchpoint. Solution? Unica Journey which enables you to map customer journeys exactly across all these touchpoints.

Elevating Omnichannel Customer Experience with Unica Journey: 

A navigation map tool like Google or Apple Maps offers the pathway from the beginning point of your journey to destination. If there is any block on the way, instantly the map suggests the alternative route to reach the destination. 

Unica Journey works the same way. It enables you to map out your customer’s journey priorly, execute it and automate actions for each touchpoint. This advanced tool offers you an outline of their touchpoints and their journey from the initial stage they start their journey with your product. This enables you to plan approaches and build personalized strategies priorly and offer a seamless and delightful customer experience.

With Unica Journey, you could define and set goals for each touchpoint. Even if the customer fails to take the expected action, you could stop him from moving away by instantly triggering an alternative action. 

Unica enables you to reach your customers at the right time at the right platform with the right approach. Let us deep dive further to know the unique advantages of Unica Journey. 

Knowing Customer Moves is a Half the Battle Won: 

Unica’s predictive analytics and high-accurate data from various source points combinedly enables you to create highly accurate customer journeys. So, you can craft meticulous highly-personalized strategy for each touchpoint even from the initial stages of customer journey. Advantage? You can convert customers at the beginning stages and avoid the usual long-extending customer journey and never-ending follow ups. 

In today’s scenario, how you made your customer feel translates into sales. Unica Journey is a great tool to create a positive experience for your customers. It is an encyclopedia to know everything about them- preferences, behaviors, purchase triggers and touchpoints which enables you to build a personalized positive customer experience. 

Convert Even Less-responsive Customers with Smart Triggers: 

A customer’s interest towards your product may decline anytime. So, if you smell any disinterest, you could instantly launch triggers and drive him towards sales. For instance, if the customer abandons the cart, you could automate Unica to instantly drop him an email with a discount, add-ons, etc. 

In the present day scenario, a campaign’s success relies on observing the changes in customer preferences and instantly optimizing the approach. You can perform it effortlessly with Unica Journey. 

Elevates Cross-channel Engagement: 

A customer wouldn’t convert at the first interaction. You should gain his trust, build a positive image about you in his mind and drive conversion. All these require multiple encounters with him. To make this happen, you must have a solid positioning, branding messages pointed towards him across his active digital platforms. All these various stages of omnichannel targeting can be done at ease with Unica Journey. 

Gain Deep Customer Insights for Precise Personalization: 

The more you understand your customers, the easier it is to sell to them. Unica journey with its predictive analytics and the ability to compile customer data from various sources- CRM, web analytics and online interactions offers a high-level understanding of your customers. Now, you are aware of their interests, browsing and behavioral patterns, buying triggers, etc. In short, no one knows about your customers as much as you do. Building a hyper-personalization is viable that boosts sales.

Transforming Complex Customer Journey Into Seamless Experience: 

Even complex customer journeys can be handled at ease without breaking a sweat. You could quickly automate necessary steps for each touchpoint with minimal time and effort. So, you could focus on other crucial tasks and frequent interventions are not required even for complex customer journeys. You could witness a smooth movement of your customer from one touchpoint to another and finally make the purchase. 

Gently Nudge Customers From One Touchpoint to Another: 

To drive the customer from one consideration stage to conversion, it is crucial to drive the customer from the existing touchpoint to the next one. The impression you build at one touchpoint drives the customer to the next one. Unica offers you all the data to offer a personalized approach across each touchpoint. This builds a satisfaction and positive feel among them and drives them from one touchpoint to another. 

Best Practices to Utilize the Complete Potential of Unica Journey: A Solid Goal: 

The most crucial yet primary requirement is having a solid objective. Have a clear goal- conversion, engagement or building a brand image. 

Ensure Zero Flaws in Data Integration: 

The more data you provide, the easier it is for Unica Journey to identify and target the ideal customers. So, integrate the data from all the data sources- CRM, web analytics, online interactions, etc. It will come up with a complete picture about your customer with even insights you don’t know. This helps you in precisely targeting the right people who would mostly convert. 

Make Frequent Checking: 

Though Unica performs exactly as set at each stage of the customer journey, you should make frequent checks. Even if the customer doesn’t move as expected, you could instantly tweak accordingly and still sustain the chances to convert him.  

Use Case: 

Scenario: 

A retail company aims to improve its sales for a new product line launch. They want to design acustomer journey that engages users through multiple touchpoints—emails, SMS, pushnotifications, and personalized offers based on their interactions. 

Solution Approach using Unica Journey: 

1. Audience Segmentation & Targeting: 

Customer Profiling: Segment the customers based on their demographics,purchase history, and behavioral data. For example, identify frequent buyers,seasonal shoppers, and those who have shown interest in the new productcategory. 

2. Journey Mapping & Campaign Design: