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The Modern Customer Podcast

The Modern Customer Podcast is a show exploring the intersection of customer experience, social customer service and content. We will also dive into related leadership topics. The show is hosted by Forbes contributor and customer experience strategist Blake Morgan and features guests that include practitioners, authors, influencers and other tastemakers.
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Mar 23, 2017

As the consumer world changes, businesses must adapt their strategies and marketing to best meet the needs of customers. 3 Day Blinds started nearly 40 years ago as a way to provide window coverings faster than the market norm. As the industry changed, the company slowly moved away from retail stores and now sells all of its product through at-home appointments that allow customers to see samples in their homes to get a better idea of the product. The move from retail locations to at-home consultations was a large shift for the company, but one that allowed for more personal experiences with customers and a way to better connect with them throughout the entire buying process. Now the company is one of the few remaining direct-to-consumer manufacturers in the U.S., meaning it has the power to control every aspect of the customer experience from initial contact to manufacturing and delivery. 

            3 Day Blinds has also adapted its marketing strategy to reflect customer trends. Although the big push these days is towards mobile, the company realized 70% of its appointments come through call center phone calls. Instead of spending time and money to develop mobile just because it is trendy, the company stuck with its roots and found ways to integrate marketing automation into its more traditional phone operations. With new technology, 3 Day Blinds can track what keywords drove customers to make a phone call. For example, if a customer types a search into Google and gets the results for 3 Day Blinds, the website can create a unique phone number that lets the company know what keyword resulted in the call. Call center agents are also given a list of keywords related to the customers’ search that they can use to organically steer the conversation for best results. The company was surprised to see the diversity in keyword searches and what they lead to, which further showcases the need for personalization and to understand what each customer is looking for.

For Dan Williams, chief revenue officer at 3 Day Blinds, marketing automation is all about breaking down the business to see what can be optimized to have the biggest impact. Using data gathered from at-home consultations and phone conversations provides the company with automated data about things like how often to contact customers, the optimal length of a call, information to gather or not to gather on the phone, and much more. Combining automation and call intelligence allows all employees to better understand the customer and make the most of the phone call. This not only impacts sales but also leads to increased customer satisfaction when a person can get the answers he needs quickly.

            The 3 Day Blinds experience is unlike most other consumer experiences and allows the company to be creative with its marketing and data collection. By truly understanding the customer and implementing technology and automation when appropriate, customers can have a unique and personalized experience that meets their needs.

 

 

 

 

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