This infographic was originally published in the Fall 2013 issue of Customer Strategist, The Art & Science of Creating a Psychic Brand.
So many companies pride themselves on being able to collect and analyze information about customer needs, preferences, and interests. They throw around terms like Voice of the Customer, Big Data analysis, and customer strategy as proof that they really understand their customers. But, in reality the business world does not really listen to customers beyond the surface, if at all. Information goes largely unused, and most companies cannot anticipate the unspoken needs of customers. They are missing out on a huge opportunity to deliver on customer expectations by being psychic in their customer interactions. continue reading
Research shows that promoters – customers who are most likely to recommend your company – are 5.2 times more likely to make additional purchases from your company. In response, companies are investing in the customer experience to differentiate their offerings and keep their most valuable customers spending. Yet, without the right processes in place, many of these companies will struggle to realize all the benefits associated with stellar customer experience offerings. continue reading
Last week, I attended the salesforce.com® user conference Dreamforce. The show has become bigger than just a user conference – it’s become a destination for sales, service, and marketing practitioners to connect with technology experts and vendors about all things relating to the customer. This year’s event was no different. continue reading
Marketing and sales can no longer work effectively in silos. According to Aberdeen Research, companies who are “best-in-class” at aligning marketing and sales have a 20 percent average growth in annual revenue opposed to a 4 percent decline in “laggard” organizations. continue reading
As millions of consumers flood the market, the lines between traditional insurance and consumer-driven insurance plans will begin to blur.
Over time, the number of consumers purchasing healthcare insurance directly from health insurers, or “payers” will continue to grow, including people who currently receive insurance through their employers but are interested in exploring other options. This transition into the B2C environment will require payers to adopt a customer-centric business model, reorganizing internally around the customer and deploying the necessary solutions to enable the new engagement strategies. continue reading
Today’s digital customers have high expectations for receiving great service. They expect personalized and timely support, regardless of whether they’re speaking with an agent directly or interacting with an agent via chat or email.
Unfortunately, the premise-based contact center platforms that many companies continue to rely on only make it more challenging for companies to deliver on customers’ lofty expectations. continue reading
We live in the age of customer experience where anticipating the needs of customers is a mainstream strategy for many enterprise companies. Forward-thinking organizations, however, know that in the future, their responsibility to serve customers on a one-to-one basis will come to bear as customers will come to expect more impactful, individualized, and seamless engagement from brands. continue reading
Today, the companies that are able to differentiate on the customer experience are a step ahead of the competition. But, in order for a company to successfully compete on the customer experience, executives need to work together to create a clear and consistent strategy. In this video, Brian Shepherd, TeleTech’s president of customer strategy and technology services, discusses how C-level executives can combine their efforts to ensure that company objectives and technologies are integrated in order to meet the changing needs of their customers.
Providing customers with satisfying – and enjoyable – support experiences has never been more important, both in terms of serving customers effectively while differentiating the customer experience and distinguishing companies’ brands from the competition. Unfortunately, there’s still a wide gap between aspirations and achievement. continue reading
This article was originally published in the Fall 2013 issue of Customer Strategist, The Art & Science of Creating a Psychic Brand.
Technology continues to progress from the age of responsive platforms to predictive analytics. Companies are now entering the stage where they are able to understand the slightest customer triggers and respond to problems and desires before they fully develop. Just as in-tune couples can complete each other’s sentences, brands are now able to satisfy the consumer’s every question and need by observing and analyzing past interactions and trends to uncover clues that indicate when the company may need to intercept. But, before brands can adequately cater to customers in the manner they’ve come to expect, they must implement and hone the capabilities necessary to enable these psychic elements. continue reading