Over the last 3 decades technology has exponentially created a changing environment in which customers communicate with and about brands; from Telephone to Cell phones; to SMS and Email and finally opening up online web channels and social media. In today’s competitive business environment, managing customer experiences is not only more sophisticated, but also more demanding in ensuring customer loyalty and retention.
Customer Experience stems from the relationship that customers have with your brand resulting from all their interactions with your brand at various touch points.
Customers speak in 3 ways:
By extracting insight from all customer touch points and channels across your entire organisation in real-time, you have the advantage of reacting to customer interactions promptly and in turn increase customer satisfaction, loyalty and advocacy. These insights can be used to:
Bottom line: Improved customer experiences convert satisfied customers into loyal customers, and turn loyal customers into advocates of your brand.