Depending on a customer’s age and digital experience, he or she will feel more comfortable with an in-person or web based customer experience.
Depending on demographics, industry and interaction type, customers will use a number of different channels – organizations need to step up to provide the simple, connected experience customers want.
Depending on the peak effort level and end result, customers often remember the level of effort differently that the actual level of effort.
Customers trust different channels based on the industry – the digital channel is seen as secure and easy for the travel industry but less so for the finance industry.
Learn the loyalty factors that keep customers engaged.
In December 2014, we took to the streets and interviewed customers about brand loyalty. These union square interviews showcase who customers are loyal to and why.
Learn what organizations have done to drive customer loyalty.
Customers were asked objective questions about the targeted ads and promoted content that shows up in their social feeds.
Customers discuss how they’ve engaged with organizations in social channels throughout the purchase process: marketing, sales, service.
Customer goals are often different from organizational goals – make sure your organization treats the social channel like all other channels: voice, SMS, chat, outbound e-mail, kiosk.
Tuesday, June 24, 2014
PTP named Genesys VAR Partner of the Year for North America