Everybody is a customer, as most of us may have bought something or the other, either for ourselves or for someone else in our lifetime. Depending on what we purchased, for whom we purchased and how we purchased can define us as a B2C or a B2B customer. Continue reading Why focus on B2B Customer Experience?
We all are in a technological bubble of the digital world. It is a connected environment of networking and communications. People love the transition to the digital world from the physical one. This has taken the customer experience to an all new level, and they are hungry for more.
Continue reading Unify All Disjointed Systems for An Enhanced Customer Experience
Defining the Omni-Channel Experience
Your customers are everywhere: in brick-and-mortar stores, sitting at desktop computers at home, in the workplace, or on the go with smartphones and tablets. They connect to your business through personal contact, web sites, and social media. To meet your customer expectations and provide them a superior experience you need a cohesive approach to interact and allow them to communicate easily with you. This is the omni-channel experience that thrives in the digital age and with technology-savvy consumers.
When businesses think about Omni-channel they think about the problem from their point of view – to communicate their message to the customer consistently through multiple channels. Some fail to realize that Omni-channel is not about them, it is about the customer: what they wish to do, which way they want to do it, and how they wish to consume the information and the services the company offers.
Continue reading What about Omni-channel experience is going wrong today? How do we make it right?
Using Analytics to Drive Customer Centricity
Much attention and discussion today is focused on “big data” and how it can be used to various advantages by business. Every credit card transaction or online transaction processing function generates data that can provide you with valuable information about your customers. Traditionally businesses obtained information collectively after-the-fact in a batch mode that provided some level of insight to past activities. But competitive markets require business agility that responds quickly to changing customer demographics and the need to interact effectively with the customer. Businesses that commit to a customer-centric culture and strategy will realize competitive advantages in numerous ways including:
Various relationships between applications, customer data management, processes and business users are a complex puzzle that various enterprises want to solve. When a business user needs a holistic view of customer, he/she has to log into various applications that again have data stored in various sources and various processes are involved. This manual and exhausting procedure is blocking the capabilities of various business stakeholders like