Many brands are struggling to keep up and are losing ground as consumers demand higher levels of service through a more digital experience. Making matters worse, these changes are driven by a massive generation that is notoriously difficult to engage. Winning consumers over today requires building new capabilities that make brands more agile and provides deeper, more intimate knowledge of buyers.
Published By: MindTouch
Published Date: Mar 18, 2019
Today, the average person has instant access to an immeasurable
quantity of information. Smartphones and mobile devices put it
all at one’s fingertips. It is part of an unprecedented shift that puts
customers squarely in the driver’s seat.
As a result, the balance of power has decisively shifted from sellers
to buyers—from products and services to the customers who
consume them. Companies now face a simple but critical choice:
prioritize the customer experience, or risk going by the wayside.
The companies that thrive are those that obsess over proactively
meeting customer demand for timely and effortless experiences.
Published By: ServiceNow
Published Date: Oct 11, 2017
For years, companies have used CRM as the software of choice to manage customer engagement and information, in an attempt to deliver a great customer experience. Managing the front end of the engagement process is important. However, delivering proactive customer service – that prevents and resolves issues – requires much more than that.
At ServiceNow, we believe that it is time to rethink the fundamentals of CRM and customer service and we invite you to explore the new strategies, processes, and technology presented in this toolkit. Doing so will enable your customer service teams to connect seamlessly with other departments and deliver the effortless and proactive service experience your customers expect. We hope you find the collection of research reports and whitepapers valuable.
Published By: Genesys
Published Date: Apr 07, 2017
Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering on customer expectations for effortless omnichannel experiences.
Read this eBook to learn how to:
- Modernize your contact center infrastructure, increase workforce efficiency and deliver personalized customer experiences
- Orchestrate omnichannel customer journeys with a single platform for all digital channels and voice
- Evaluate the top five capabilities of a Customer Experience Platform
Customer Engagement is a huge area of interest today, and a subject that countless marketers are talking about.
One thing above all is clear: the Engagement Economy provides incredible opportunity for brands. Those organizations that are willing to provide value and put the customer first will rise above the rest. To conclude, we highlight some of the key areas you should focus on:
Create an effortless experience —understand customers, and use this knowledge to deliver the right level of personalized service every time.
Make it easy to engage —offer a range of ways for customers to contact your organization to provide flexibility and meet the demands of a diverse customer base.
Go the extra mile —creating memorable experiences can pay off and be rewarded by brand champions telling friends and family, engaging on social media and writing positive reviews.