Three Pertinent Customer Data Points to Keep Sales in the Loop

Three Pertinent Customer Data Points to Keep Sales in the LoopData is in overdrive. In order to deliver the personalized experiences that customers have come to expect, organizations must be able to keep pace with the elevated quantity of customer data and analyze it in real time to govern their decisions.

Having these capabilities is critical for sales organizations which rely on data to engage with customers at the critical moments throughout their buying journeys. Connecting with prospects during these crucial moments requires sales to possess essential information to help convert these leads to sales. continue reading

The Top 5 CX Challenges and How to Fix Them

The Top 5 CX Challenges and How to Fix ThemImproving the customer experience is a key objective for many organizations. But, the demands of customers in this ever-evolving multichannel world in which they live, work, shop, learn, and interact are increasing. As a result, companies are finding themselves ill-equipped to operate in an omnichannel environment.

Savvy businesses are realizing that the key to customer retention, positive growth, and a healthy bottom line is in meeting customers’ cross-channel needs. But first, they must fix the broken experiences their customers are having with their brands that are preventing them from having seamless, personalized experiences. TeleTech encourages customers to create urgency in their organizations to fix these fragmented experiences. Here are five solutions to help companies fix their customer experience challenges: continue reading

Technology Implementations Require More Than Wires and Code

Technology Implementations Require More Than Wires and CodeMany companies have the best of intentions about delivering differentiated, valuable customer experiences. Yet in many cases, their technology does not evolve as quickly as the rest of the business, hindering the ability to effectively treat different customers differently.

By the time a company decides to make technological improvements, it’s rarely just a technology implementation project. There are strategic and operational issues that go beyond a software or hardware installation. They typically include: continue reading

The Current State of Marketing and Sales

Today, marketing and sales organizations are challenged with finding a way to effectively interpret customer data to drive engagement. To further confound matters, there are a number of obstacles that exist between the two organizations that are preventing them from sharing these rich customer insights with one another. In this video, Michael Behrens, SVP, eMarketing, Growth Services, TeleTech discusses how sharing these insights can enable both marketing and sales to create authentic, one-on-one engagements with customers.

continue reading

Mobile World Congress (MWC) Wrap-Up: OTT vs. Telecommunications Carriers – 2:0

Mobile World Congress (MWC) Wrap-Up: OTT vs. Telecommunications Carriers – 2:0

Source: Pestoverde on Flickr

Recently, Barcelona played host to the annual Mobile World Congress, where telecom carriers, consumer electronics makers, digital players, and others came together to promote new ideas, gadgets, and ways of doing business in the telecommunications industry. The show is becoming increasingly important as mobile communication, commerce, entertainment, and information have become our way of life.  What happens here can impact businesses and consumers around the world.

There was no shortage of news at this year’s conference, which we look at here through a customer strategy lens.  The more interesting pieces of news came from OTT players: continue reading

Three Essential Elements for Effective Enterprise Cloud Connectivity

Three Essential Elements for Effective Enterprise Cloud ConnectivityMany companies are interested in taking advantage of cloud technology capabilities but are still hesitant due to uncertainty about how to best utilize cloud technologies in their environment. In today’s competitive landscape, failing to embrace cloud connectivity will prevent companies from taking advantage of innovation, improved collaboration, and increased cost savings. continue reading

Five Opportunities to Improve Healthcare Service

Five Opportunities to Improve Healthcare ServiceThe state of healthcare in the United States has been in the spotlight for years, only ramping up in public scrutiny in the past months. Changes to the healthcare landscape and the influx of new members brought about by the much anticipated Affordable Care Act (ACA) are putting increased pressure on the industry to update and innovate their marketing and service approaches. continue reading

Measure the Value of Customer Experience Improvements

Measure the Value of Customer Experience ImprovementsCompanies have yet to see convincing evidence that ties investments in customer experience to gains in company value. It simply isn’t good enough to say that improvements in customer experience drive higher customer satisfaction, Net Promoter Scores (NPS®), or other customer experience scores. The business impacts of these investments need to be tracked beyond these intermediary measures to hardcore financial measures that would interest a CFO. continue reading

Are Financial Services Trustable?

e Financial Services Trustable?Being “trustable” means being proactively trustworthy. Among other things, this may mean preventing a customer from making a mistake, even when that mistake would generate more profit for your business. When Amazon reminds you that you already bought a book you’re just about to buy from them, or when you are contacted by a seller to remind you that your warranty is almost up – these are examples of trustability. continue reading

Customer Experience in Retail Banking

Customer Experience in Retail BankingThis infographic was originally published in the Fall 2013 issue of Customer Strategist, The Art & Science of Creating a Psychic Brand.

Banks around the world face a number of serious challenges: financial volatility, debt crises, emerging customer markets, increased customer expectations, and regulatory changes, to name a few. To further compound matters, a recent survey revealed that banks are also confronted with a significant lack of customer trust. In fact, the survey showed that 43 percent of retail banks said customer trust in the industry decreased from 2011 to 2012, while only 27 percent said it increased. continue reading