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Customer’s today are dealing with a complex array of digital channels and messages.
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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consumerization dealing with the complexity...
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One of the key tenets of our Modern Marketing Manifesto is that improving the customer experience must be the relentless focus of modern marketing.
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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.
Customer experience (enabled by Digital technologies) should be the focus of modern marketing !!