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Developing a customer experience strategy

Developing a customer experience strategy | Call Centre and Customer Service | Scoop.it
Customer’s today are dealing with a complex array of digital channels and messages.
  
Via Eric_Determined / Eric Silverstein
Tilly S Davies's insight:

Customers are the livelyhood of any business. Their experiences should be priorty - the question then do you have a defined strategy?

  
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Victor Garcia's curator insight, September 8, 2013 3:48 AM

consumerization dealing with the complexity...

Alex McCardell's comment, September 9, 2013 4:29 AM
In a B2B service environment this is especially true. Can't repeat it enough, even if it seems like common sense. But we don't get there easily.
Eric_Determined / Eric Silverstein's comment, September 9, 2013 5:33 AM
Thanks Alex for your valuable comment on B2B. Best, Eric
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Rescooped by Tilly S Davies from New Customer - Passenger Experience
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Developing a customer experience strategy

Developing a customer experience strategy | Call Centre and Customer Service | Scoop.it
Customer’s today are dealing with a complex array of digital channels and messages.
  
Via Eric_Determined / Eric Silverstein
Tilly S Davies's insight:

Customers are the livelyhood of any business. Their experiences should be priorty - the question then do you have a defined strategy?

  
more...
Victor Garcia's curator insight, September 8, 2013 3:48 AM

consumerization dealing with the complexity...

Alex McCardell's comment, September 9, 2013 4:29 AM
In a B2B service environment this is especially true. Can't repeat it enough, even if it seems like common sense. But we don't get there easily.
Eric_Determined / Eric Silverstein's comment, September 9, 2013 5:33 AM
Thanks Alex for your valuable comment on B2B. Best, Eric
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A check-in at DirecOne International Contact Centre

A check-in at DirecOne International Contact Centre | Call Centre and Customer Service | Scoop.it
A check-in at DirecOne International Contact Centre (I'm at DirecOne International Contact Centre (POS) http://t.co/m5GJgV7F)
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Rescooped by Tilly S Davies from New Customer - Passenger Experience
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Accenture: customer experience should be the focus of modern marketing

Accenture: customer experience should be the focus of modern marketing | Call Centre and Customer Service | Scoop.it
One of the key tenets of our Modern Marketing Manifesto is that improving the customer experience must be the relentless focus of modern marketing.
 

 
Via Eric_Determined / Eric Silverstein
Tilly S Davies's insight:

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Eric_Determined / Eric Silverstein's curator insight, September 10, 2013 12:07 PM

A well rounded article that touches on all the key points related to why the customer experience should be the main focus to your Marketing strategic plan.

 

They address the challenges and the opportunities:

 

"Digital technologies present a great opportunity for businesses to create #personalised customer experiences. However, the proliferation of consumer touch points also makes it increasingly difficult to come up with a coherent strategy across different channels.

 

Businesses recognise the push they’ve been given by the digital revolution, #data explosion, and consumer demand for seamless cross-channel experiences.

 

As an example, banks are finding that when they adopt a digital business and move away from reactive, transaction-based customer relationships and shift towards a more intimate, proactive and personalised experience across multiple channels, they are building trust and providing a renewed banking experience for their new and existing customers. "

 

The above is even more relevant when you have a consumer facing business.

 

 

 

 

Avinash Jhangiani's curator insight, September 11, 2013 12:23 AM

Customer experience (enabled by Digital technologies) should be the focus of modern marketing !!