Automating processes and empowering customer self-service by offering rich multichannel points of engagement can result in operations cost savings of 33% or more.
Market leadership requires delighting customers every time over a sustained period. Each interaction should be direct and personalized: from empowering new customers to on-board themselves, to delivering compelling and personalized offers and providing consistent experiences across the lifespan of the relationship, to giving today’s customers the ability to self-help that they are demanding. These personalized interactions can result from previous purchasing history, channel preference, and up-to-date transaction information from inside the company or across affiliate organizations. And, when the situation calls for it, a specific customer engagement needs to flow across departments and across channels without making the customer feel like they are doing all the work.
The reality is that companies often fail to delight their customers, not because they don’t want to do so, but because they simply don’t have the technology required to make it possible. Companies can’t provide the information necessary to meet the customer’s expectations, and they can’t offer the same level of service across different channels. Customers can do one thing via a web portal, another via an IVR system, and yet another only if they call and speak to a live representative – and information does not flow freely between the various systems and departments.
Agile, enabling technologies must be brought to bear to expose the right data and provide access to features at the right time, ensuring the customer only has to answer questions a single time whether they are sitting in their office or using their cell phone on vacation.
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