Competition is fierce in today's economy and customers know this. They can easily search the Internet to find companies that sell similar products or services at competitive prices. That's why organizations need to differentiate themselves by providing personalized and rewarding service that leverages the unique value of all customer touch points. If done well, a company can transform customer service into a competitive advantage, and use it to turn a buyer into a customer for life.
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. By tracking the interplay between these, you can more easily identify meaningful key performance indicators.
An effective marketing investment strategy will help you take inventory of your current measurement framework and develop a more accurate, reliable and consistent strategy for assessing and improving the performance of your marketing spend.
As media and channels proliferate with the upsurge in digital touchpoints, we have access to massive volumes of customer data. This leads to the personalization of customer interactions that drive customer strategy as a business strategy.
Published By: Epsilon
Published Date: Aug 23, 2012
Onboarding is a critical marketing process that helps dial in new and existing customers to your organization, introduces products to meet specific needs, and ends with high-touch service that engages consumers.for the long term.
George Curtis, CIO of URMC, was looking for a way to keep his team from needing to touch desktops every day. He was in search of solution that would simplify desktop management, and when he learned about RES Software, he was immediately hooked. After only a few months of beginning the implementation of RES, George and his team began seeing major benefits.
IBM recently commissioned Forrester Consulting to evaluate how businesses are changing in the face of today's business environment. Read this report to learn the four key findings driving business decisions today including the customer experience, touchpoints, lack of internal collaboration and non-technology hurdles to business transformation.
Where should you be advertising in 2012? How will consumer behavior change the way you interact with your audience? What mobile trends will impact you most this year? Marketers, retailer, content owners and technology firms are more focused than ever on obtaining results from investments in digital marketing. If past years were about amassing data from the touch points between companies, 2012 will be about curating, filtering and measuring that information to drive outcomes.
The explosion of digital channels is creating a widening gap between classic single click attribution and the reality that marketers face when planning cross-channel campaigns with multiple touch points across many digital screens. This Aprimo White Paper will demonstrate some of the ways marketers can transform attribution and better manage marketing spend, improve planning and enhance the customer journey.
Today's customers are more information-enabled and mobile than ever before. They may begin the buying process in a retail store and complete it from the comfort of their home, expecting their journey to be personalized, relevant and consistent across all touch points.
Think about the process in your company for a minute. How much time and money is wasted waiting for an invoice to arrive, then walking the document around to be coded, approved, and finally paid? Discover how a touchless invoice processing can help.
CMOs are challenging trade show professionals to do more with less. That's why savvy marketers are using virtual product demonstrations to eliminate the cost of shipping products and create engaging interactive customer experiences within their booth.
Describing product pain points without a visual is hard, and having a product at every sales engagement is near impossible. Learn how marketing tools show amazing product stories using stunning interactive visual experiences that win deals.
Savvy marketers are looking for ways to reuse interactive content across multiple platforms and venues to save money. Learn how virtual product demonstrations can be CREATED ONCE and reused ANYWHERE to reduce costs and accelerate sales.
CMOs know that a consistent and concise product story is critical to maintaining a product's market position. Learn why they're turning to virtual product demonstrations to tell a convincing cross channel story that accelerate sales.
Obtaining products for sales and marketing demonstrations can be tough, especially with large, complex and expensive. Learn how CMOs are overcoming such issues with virtual 3D product demonstration that look and behave like the actual product.
As complex product companies look to build sales opps they're using mobile platforms (iPads and Smartphones) to demo products anywhere, anytime. But the question is, who's developing the dynamic content that's exciting prospects and accelerating sales?As complex product companies look to build sales opps they're using mobile platforms (iPads and Smartphones) to demo products anywhere, anytime. But the question is, who's developing the dynamic content that's exciting prospects and accelerating sales?