Delivering a holistic customer experience: Using technology and change management processes to coordinate multiple touch-points
Customers demand more from companies they do business with than ever before. With so many alternatives in the marketplace, organizations are always just one misstep away from losing a customer for good.
How do you ensure that every time a customer interacts with your organization – whether it's by phone, online or at a storefront location – they have a positive experience that drives repeat business and positive word-of-mouth?
Developing a holistic customer experience will help your organization maximize each customer channel and integrate them into a consistent strategy that grows your business.
This comprehensive white paper shows you how.
Through a series of five typical customer experience scenarios, it illustrates the value of a well-designed holistic customer experience and what it takes to develop one. You will get practical how-to information on:
- Providing flexibility through automation
- Deepening the customer relationship
- Improving Web-based customer service
- Streamlining call centre interactions
- Transforming mobile into a customer relationship tool