Satisfy customers. Grow their loyalty.
|
|
- Mitchell Garrett
- 6 years ago
- Views:
Transcription
1 Satisfy customers. Grow their loyalty. In many industries, markets and businesses, contact center efficiency and surprisingly customer satisfaction don t directly drive customer loyalty. Customer loyalty grows instead from the totality of interactions, including all forms of engagement, known as the customer experience. This is what moves the business forward. Customer experience is so diverse, that to build loyalty, companies need to pursue multiple directions at once. Even while handling immediate tactical or transactional issues, they also have to focus on long-term strategic and visionary goals. This white paper takes a look at recent survey findings about contact center priorities, goals and the challenges in getting there, with an overview of how Harte Hanks can help.
2 Make the connection. Move ahead. Customer service, often measured by satisfaction, is what your business provides. Customer loyalty is the result of that service. A recent survey by Call Center IQ, commissioned by Harte Hanks, found that 82 percent of contact center professionals agree that what is good for the customer is ultimately what is good for the business. 1 But, as the study concluded, different businesses or even different components of the same business often view what is good differently. That s because every organization is unique, with its own mix of priorities for customer satisfaction and loyalty. The process is like a track and field meet, with each participant entered in a different event, overcoming different obstacles and achieving different goals but with the same ultimate goal: a win for the team. What gives businesses the edge is having Harte Hanks as a teammate to identify and execute a winning strategy by managing interactions that deliver loyalty.
3 Extend and align. Contact centers typically begin their lives concerned with performance metrics like average handle time and average speed of answer. As the business matures, these and other tactical measures remain integral to customer satisfaction but they are no longer the only priorities. Successful companies go beyond daily pain points to build a customer experience that not only delivers satisfaction but creates loyalty and supports growth. When properly handled, the transition to a focus on loyalty can be smooth and coordinated. In fact, many companies find that their tactical and strategic functions are remarkably similar. The Call Center IQ study found that customer satisfaction and loyalty were separated by only a few percentage points, regardless of where the company puts its focus. 1 As a leader in customer interactions through the customer lifecycle, Harte Hanks can help your company use the customer satisfaction you ve painstakingly earned to build ongoing customer loyalty. Coordinate The customer experience must align with how the brand wants to be represented and what the brand wants to achieve. Harte Hanks Start strong. Hand off smoothly. Build your lead. At operations level: 36% say customer satisfaction is the priority. 34% say customer loyalty is the priority. At C-level: 29% say customer loyalty is the priority. 21% say customer satisfaction is the priority.
4 Master Satisfaction is fine as a key performance indicator, but loyalty is a leadership objective. Harte Hanks Each success puts you closer to winning. Customer satisfaction requirements, ranked: 1. Accuracy in interactions 2. Human-to-human connections 3. Empowered agents 4. Resolution on the first contact Loyalty goes further, with another key requirement: A long-term relationship with the customer Make every step count. What makes a contact center experience great? Accuracy, says the Call Center IQ survey. On a scale of 0 to 5, survey respondents rank it at But other measures aren t far behind. And of the leading satisfaction requirements, three also are key to building loyalty: the ability to resolve an issue at the first point of contact, personalization or customization of the issue s solution, and human-to-human connections between brand representatives and customers. Only the desire to build a long-term relationship comes out ahead. 1 Mastering the tactical, transactional requirements, in other words, is fundamental to achieving the strategic, growthoriented requirements. You can t meet broad goals for the future without continually conquering the detailed tasks of today. And you can t skip steps. Throughout the journey, Harte Hanks can help you meet the challenges of managing all your engagements for smarter customer interactions.
5 Boost performance. When it comes to insight into how a contact center or an entire business is performing, customer feedback is the number one indicator. But insight also comes from other sources, including senior and mid-level customer managers, C-suite executives and agents working on the front line of customer interaction. 2 With that many opinions, how do you make sense of it all? And how do you use it to improve business? Having the right tools for the job is key. And though it is still early in terms of adoption, analytics is increasingly recognized as a key tool. In a study by Aberdeen Group, 30 percent of companies said they use analytics to improve their customer relationships and 27 percent of those without it say they plan to implement analytics in the near future. 2 They should. Survey respondents who use analytics such as the capabilities offered by Harte Hanks to better understand how customers respond to contact center services say they ve increased customer retention loyalty as much 7.3 percent and customer satisfaction as much as 6.7 percent. 2 Equip You need to establish a framework to assess performance. Otherwise, you re just measuring random, static metrics. Harte Hanks The right tools can yield higher results. Without analytics 2.4% higher customer loyalty 2.8% higher customer satisfaction With analytics 7.3% higher customer loyalty 6.7% higher customer satisfaction
6 Improve If the business is still focused on cost or old-world productivity, the customer experience will not perform the way the customers want it to. Harte Hanks Because records are made to be broken. Priority contact center goals, ranked: 1. Resolution quality 2. Accuracy in interactions 3. Personalization of solutions 4. Resolution on the first contact 5. Human-to-human connections 6. Reduction in customer effort Push yourself. In the Call Center IQ survey, contact center management decisively rated customer satisfaction and customer loyalty as their top targets for growth and improvement. The study also noted, however, that while these goals represent a proper focus, most companies are not supporting those efforts with enough ferocity. 1 Caring about customers, the study said, is not enough. Companies need to extend that concern to delivering higher performing services. How does that happen? By moving beyond the most basic, daily concerns to delivering services that build loyalty. As contact centers seek improvement, a number of actions are getting attention among them: accuracy, first contact resolution, personal connection, and reducing customer effort. But the key service is the one that leads most directly into loyalty the overall quality of the way a company resolves the customer s issue. It s the one that requires the most comprehensive, integrated capabilities. It s the one that Harte Hanks delivers with our comprehensive, integrated and smart offerings.
7 The key to building customer loyalty is aligning operational efficiency with quality service and your company s customer experience priorities. And this is what Harte Hanks does. Our experts work with you as partners to provide a customized combination of solutions designed to build greater business value by delivering the outstanding customer experience that meet your goals for both customer satisfaction and loyalty. Working with Harte Hanks, you can strengthen your teams and create smarter customer interactions through: Smarter data insights: Get business intelligence and analytics capabilities, as well as critical thinking and thought leadership around data. Measure satisfaction with each contact center touch point for actionable insights you can use to shape improvements. Smarter workforce planning and training: Improve operations with workforce management solutions that are thoughtfully planned with the latest features and benefits along with innovative training that expedites both new employee on-boarding and ongoing education. Smarter channel interactions: Employ tools across the range of channels for monitoring, analyzing and responding to customer communications. Use best-in-class practices that analyze trends in channel interactions to improve your products and services. Smarter support technology: Take advantage of powerful technology solutions to create a different customer experience. Rely on Harte Hanks expertise to evaluate new technologies and manage upgrades. Leverage millions of dollars of technology without making the capital investment. With Harte Hanks, you can engage effectively with customers to create a customer experience that aligns with the brand perception and business goals you are seeking to achieve. We look forward to hearing from you.
8 1 Brian Cantor, Executive Report on the Customer Experience, Call Center IQ, March Omer Minkara, Contact Center Analytics: Make (Better) Use of Your Data, Aberdeen Group, May ABOUT HARTE HANKS Harte Hanks partners with clients to deliver relevant, connected and quality customer interactions. Our unique approach starts with discovery and learning; leads to customer journey mapping, creative and content development, analytics and data management; and ends with execution and support in a variety of digital and traditional channels. We do something powerful. We produce engaging and memorable customer interactions to drive business results for our clients which is why Harte Hanks is famous for developing better customer relationships and experiences, and defining interaction-led marketing. CONTACT HARTE HANKS For more information, call , visit the Harte Hanks website at hartehanks.com, or follow us on or Facebook at facebook.com/hartehanks. hartehanks.com 2015 Harte Hanks, Inc. All rights reserved.
A Retailer s Guide to Getting Omnichannel Customer Service Right
A Retailer s Guide to Getting Omnichannel Customer Service Right 2 Contents 04 Why You Need Omnichannel Customer Service 05 What Customers Expect 06 The Boiling Point 07 Performing a Customer Service Audit
More informationOMNI-CHANNEL CUSTOMER CARE: HOW TO DELIVER CONTEXT-DRIVEN EXPERIENCES
RR OMNI-CHANNEL CUSTOMER CARE: HOW TO DELIVER CONTEXT-DRIVEN EXPERIENCES October 2017 Omer Minkara VP and Principal Analyst, Contact Center and Customer Experience Management Using more channels is no
More informationHow to build a profitable customer loyalty program 7 key steps to create customers for life AGENCY OF THE YEAR
How to build a profitable customer loyalty program 7 key steps to create customers for life AGENCY OF THE YEAR INTRODUCTION Customer loyalty in the age of the customer 2 Customer loyalty in the age of
More informationPlotting Your Path to Smarter HCM in the Cloud. A step-by-step guide for HR leaders and teams.
Plotting Your Path to Smarter HCM in the Cloud A step-by-step guide for HR leaders and teams. 2 Navigating Your Way to the Digital Future of HR With demand for convenient digital services growing amongst
More information2018 STATE OF GLOBAL CUSTOMER SERVICE REPORT 2018 STATE OF GLOBAL CUSTOMER SERVICE REPORT
2018 STATE OF GLOBAL CUSTOMER SERVICE REPORT 1 2018 STATE OF GLOBAL CUSTOMER SERVICE REPORT INTRODUCTION CUSTOMER EXPECTATIONS CONTINUE THEIR STEADY CLIMB As customer expectations continue to climb, it
More informationWelcome to the Consumer Revolution
Welcome to the Consumer Revolution How Insurers Can Heed the Voice of Customers, Rethink Relationships & Embrace Innovation to Drive Profitability & Market Leadership Life-Annuity Insurance Key Welcome
More informationAre You A Marketer or a Mind-Reader? How to Know What Your B2B Buyer is Really Thinking
Are You A Marketer or a Mind-Reader? How to Know What Your B2B Buyer is Really Thinking Andrew Moravick Research Analyst Aberdeen Group @Amoravick Matthew T. Grant Director, Content Strategy Aberdeen Group
More informationCOLLABORATIVE SUPPORT ENHANCES THE TECHNICAL SUPPORT EXPERIENCE
COLLABORATIVE SUPPORT ENHANCES THE TECHNICAL SUPPORT EXPERIENCE 1 IMPLEMENT A COLLABORATIVE SUPPORT MODEL TO IMPROVE CUSTOMER AND EMPLOYEE SATISFACTION Poor technical support service significantly impacts
More informationHow to drive customer retention in e-commerce. 7 tips to transform your online business and thrive
How to drive customer retention in e-commerce 7 tips to transform your online business and thrive Table of Contents 1 01. Customer Acquisition vs. Customer retention: the big challenge 3 02. The role of
More informationORGANIZATIONAL STRATEGY AND ALIGNMENT FOR CUSTOMER EXPERIENCE MANAGEMENT
ORGANIZATIONAL STRATEGY AND ALIGNMENT FOR CUSTOMER EXPERIENCE MANAGEMENT By: Richard English, Director, Strategic Consulting, Avaya Professional Services C ustomer experience maturity is instrumental in
More informationCONSTRUCTION SOFTWARE. E V O L V E D. CMiC Corporate Overview
CONSTRUCTION SOFTWARE. E V O L V E D CMiC Corporate Overview About Us The Competitive Difference CMiC Open Enterprise v10: Construction Software Evolved CMiC Corporate Overview The CMiC Team What CMiC
More informationSTUDY GUIDE Home Equity Line of Credit (HELOC) Satisfaction Study
STUDY GUIDE Home Equity Line of Credit (HELOC) Satisfaction Study CONTENTS: CHARACTERISTICS OF CUSTOMERS SURVEYED 2 CUSTOMER EXPERIENCES EXPLORED 3 TOPICS ADDRESSED IN SURVEY QUESTIONS 3 OVERVIEW OF INSIGHTS
More informationLOST YOUR CRM DIRECTION?
LOST YOUR CRM DIRECTION? THIS 5-STEP ROADMAP CAN HELP The better an organisation understands its customers and their needs and their expectations, the greater opportunity it has to satisfy those needs
More informationAre you Ready for the New Interest Rate Environment?
Are you Ready for the New Interest Rate Environment? Smart working capital practices matter more than ever By Rick Erickson, Global Director of Freight Payment Solutions, U.S. Bank The art of working capital
More informationHidden Keys to Higher Customer Retention Unlock Revenue and Faster Growth. The Subscription People
Hidden Keys to Higher Customer Retention Unlock Revenue and Faster Growth The Subscription People Table of Contents 03 Cut Passive Churn to See Revenue Surge 04 Vindicia Knows Retention and Payments 05
More informationBeyond Tools Optimizing Workforce Management Process and Technology
June 2012 Beyond Tools Optimizing Workforce Management Process Workforce Management processes including time and attendance, absence management, task management, and scheduling have undergone a radical
More informationWhy Insurance Companies Should Re-evaluate Operations in a Digital World
WHITE PAPER Why Insurance Companies Should Re-evaluate Operations in a Digital World Written by Supported by Vishal Arora Assistant Vice President, EXL Services Suneel Kante Vice President, EXL Services
More informationTransform your support services into an exceptional customer experience. An Extension of Your Business. First Data Consumer Experience Management
First Data Consumer Experience Management Transform your support services into an exceptional customer experience. Your customers expect you to understand their wants and needs. Our solutions help you
More informationRecruiting, Retaining & Rewarding Your Supply Chain Workforce
Recruiting, Retaining & Rewarding Your Supply Chain Workforce Management Strategies for a Changing Labor Landscape of manufacturing and distribution executives are more concerned about turnover this year
More information3 Components to High-Performing Healthcare Facilities: Data, Communication & Engagement
3 Components to High-Performing Healthcare Facilities: Data, Communication & Engagement 3 COMPONENTS TO HIGH-PERFORMING HEALTHCARE FACILITIES: Data, Communication & Engagement As healthcare leaders seek
More information1 01. Customer Acquisition vs. Customer retention: the big challenge The role of Retention Marketing in e-commerce
1 01. Customer Acquisition vs. Customer retention: the big challenge 3 02. The role of Retention Marketing in e-commerce 6 03. Refine Customer Experience and drive customer retention with these 7 tips
More informationOur Journey in Creating a Memorable Customer Experience. Vision Mission Values Culture
Our Journey in Creating a Memorable Customer Experience Vision Mission Values Culture What s Inside Message from the Chairman......................................... 2 What Customers Bank Stands For...................................
More informationWHAT TO KNOW FOR CRM IN 2018 FROM KERN S 2017 CRM LEADERSHIP SURVEY
WHAT TO KNOW FOR CRM IN 2018 FROM KERN S 2017 CRM LEADERSHIP SURVEY A comprehensive look at what CRM leaders across industries experienced in 2017, what they will prioritize, and how partners can help
More informationpointofview The Essential Steps for Building and Maintaining a Best-in-Class Customer Experience Culture
pointofview The Essential Steps for Building and Maintaining a Best-in-Class Customer Experience Culture Trish Dorsey, Senior Vice President, US, Ipsos Loyalty Jon Atkin, Senior Vice President, US, Ipsos
More informationChoosing the Right Tools for an ABM Strategy...4 CRM...4 Marketing Automation...5 Data Analytics Software...6 Digital Advertising...
Contents What is Account-Based Marketing?...3 Choosing the Right Tools for an ABM Strategy...4 CRM...4 Marketing Automation...5 Data Analytics Software...6 Digital Advertising...6 Account-Based Marketing
More informationDepartment Business Plan Progress Report. Communications. Reporting Period: Q4/2017
2015-18 Department Business Plan Progress Report Communications Reporting Period: Q4/2017 Goal 1: Strathcona County meets the need for open, transparent and meaningful stakeholder* communication and engagement.
More informationFive Essential Components of Hospitality Marketing
Five Essential Components of Hospitality Marketing You manage a hotel or resort and want people to stay there. Seems like a reasonable request. The question is, how do you make it happen? The world of
More informationCXone Automation and Artificial Intelligence. Faster issue resolution and freedom from mundane tasks
CXone Automation and Artificial Intelligence Faster issue resolution and freedom from mundane tasks Streamline service delivery CXone Automation and Artificial Intelligence streamlines service delivery,
More informationTHE COMPLETE GUIDE. to Engaging the Modern B2B Buyer
THE COMPLETE GUIDE to Engaging the Modern B2B Buyer B2B buyers have changed. ARE YOU PREPARED? The modern B2B buyer has evolved into a hybrid of characteristics seen in B2B and B2C consumers. Once rational
More informationDigital Marketing Center to power the customer experience across , Mobile, Social, and Web
Digital Marketing Center to power the customer experience across Email, Mobile, Social, and Web Digital Marketing Center for powerful individualized marketing success Connect with your customers across
More informationWinning the Battle for Customer Loyalty
Winning the Battle for Customer Loyalty Sales Analytics, Inc. www.salesanalytics.com (888) 725-3772 Contents Introduction... 3 Setting Customer Expectations... 4 Be the Expert... 5 Relationships Build
More informationThe Advancement Technology Landscape A Survey of Industry Professionals Conducted in Fall 2016
The Advancement Technology Landscape 2017 A Survey of Industry Professionals Conducted in Fall 2016 Contents Introduction...1 Demographics and Details... 2 The Data s Alright... 6 Legacy Databases: Yay
More informationA HARTE HANKS CASE STUDY. Fortune 100 retailer deploys signals to drive business
A HARTE HANKS CASE STUDY Fortune 100 retailer deploys signals to drive business Fortune 100 retailer deploys signals to drive business The background A Fortune 100 retailer decided to discontinue tobacco
More informationEMBEDDING DIGITAL INTELLIGENCE IN OPERATIONS
WHITE PAPER EMBEDDING DIGITAL INTELLIGENCE IN OPERATIONS September 18, 2018 Written by Sumit Taneja VP and Global Lead of EXLerator Framework, EXL lookdeeper@exlservice.com EMBEDDING DIGITAL INTELLIGENCE
More informationVOICE OF THE CUSTOMER: HOW TO PROPERLY LISTEN & ACT ON CUSTOMER NEEDS
RR VOICE OF THE CUSTOMER: HOW TO PROPERLY LISTEN & ACT ON CUSTOMER NEEDS March 2018 Omer Minkara VP & Principal Analyst Contact Center & Customer Experience Management LinkedIn, Twitter This report highlights
More informationWe re not just good on paper.
IT Services We re not just good on paper. You might know us as a print company. That s only part of the story. We re big on IT too, with products and services that can help your business thrive. ricoh.co.uk
More informationWhat is Lead Generation? Why is Lead Generation Important?
What is Lead Generation? Lead generation describes the marketing process of stimulating and capturing interest in a product or service for the purpose of developing sales pipeline. Lead generation often
More informationSponsored By: Contact Center Best Practices: Using Training to Achieve Enterprise Goals
Sponsored By: Contact Center Best Practices: Using Training to Achieve Enterprise Goals Table of Contents I. Training is Essential for Business Transformation...1 II. Scenario 1: The Role of Training in
More informationCompeting for growth. Creating a customer-centric, connected enterprise. KPMG Customer Advisory. kpmg.com/customer
Competing for growth Creating a customer-centric, connected enterprise KPMG Customer Advisory kpmg.com/customer Contents Introduction 02 How can you stay ahead of rising customer expectations? 04 Becoming
More informationYour guide to omnichannel customer support
Your guide to omnichannel customer support 2 Table of Contents 01 The challenge: Too many channels to manage Consider channel reach Don t forget your mobile strategy 02 The benefits of an omnichannel strategy
More informationID Healthcare: How Jenny Craig Engaged Healthcare Providers. with a targeted channel strategy CHECK OUT HOW
ID Healthcare: How Jenny Craig Engaged Healthcare Providers with a targeted channel strategy CHECK OUT HOW P // 1 BACKSTORY Millions of people struggle to lose weight. Obesity exacerbates many diseases
More information4 Growth Hacks for More Engaged Customers
AMERICAN EXPRESS OPEN FORUM GROWTH GUIDE 4 Growth Hacks for More Engaged Customers By Sean Ellis SEAN ELLIS FOUNDER OF GROWTHHACKERS.COM INTRODUCTION As a business owner, you may think that responding
More informationPlaying to Win. Accenture and Salesforce Optimize Customer Experiences with Service Cloud Solutions
Playing to Win Accenture and Salesforce Optimize Customer Experiences with Service Cloud Solutions An organization s ability to acquire and retain high-value customers has long been a cornerstone of high
More informationTHE BUSINESS LEADER S GUIDE TO. Becoming a Social Business
THE BUSINESS LEADER S GUIDE TO Becoming a Social Business Introduction Customers expect personalized, one-to-one interactions whenever and wherever they interact with your brand and a growing number of
More informationSTATE OF B2B MOBILE MARKETING 2015
STATE OF B2B MOBILE MARKETING 2015 Research Report - May 2015 WHO WE SPOKE TO Number of mobile phone users globally overtook the number of desktop users sometime last year. More and more business executives
More informationUSING PR MEASUREMENT TO BEAT YOUR COMPETITORS: A HOW-TO GUIDE
USING PR MEASUREMENT TO BEAT YOUR COMPETITORS: A HOW-TO GUIDE Dear Reader, Thank you for downloading this how-to guide: Using PR Measurement to Beat Your Competitors. I hope you will find it to be a valuable
More informationSTUDY GUIDE U.S. Wealth Management Services Satisfaction Studies Platform
STUDY GUIDE U.S. Wealth Management Services Satisfaction Studies Platform CONTENTS: CHARACTERISTICS OF CUSTOMERS SURVEYED 2 CUSTOMER EXPERIENCES EXPLORED 3 TOPICS ADDRESSED IN SURVEY QUESTIONS 3 OVERVIEW
More informationA Roadmap to Success: Five Guiding Principles to Incentive Compensation Planning. KMK Consulting, Inc.
A Roadmap to Success: Five Guiding Principles to Incentive Compensation Planning KMK Consulting, Inc. Driving informed business decisions with data services and business intelligence solutions There are
More informationThe 10 Most Valuable Insights from Accenture s SMB New Energy Consumer Report
The 10 Most Valuable Insights from Accenture s SMB New Energy Consumer Report In January, Accenture released the latest installment of its ongoing New Energy Consumer research, Serving Small and Medium-size
More informationTHE POWER OF ONLINE REVIEWS. Free ebook BACK TO CONTENTS. thrivehive.com
THE POWER OF ONLINE REVIEWS Free ebook 2 CONTENTS 03 Introduction 04 The Power of Online Reviews 08 Where to Get Reviews 09 How to Get More Reviews 11 How to Ask for Reviews 15 Important Review Tips 3
More informationSOCIAL CUSTOMER. Etiquette SERVICE. Your guide for engaging as a person, not a logo
Your guide for engaging as a person, not a logo 1 Introduction 2 Do: Move Social into Your Call Center 3 Don t: Delay Your Response 4 Do: Measure the Impact of Your Efforts 5 Don t: Push Customers to a
More informationEnterprise Uses of Speech Analytics
Enterprise Uses of Speech Analytics May 2017 Sponsored By: - 1 - DMG Consulting LLC Table of Contents Using Speech Analytics to Improve the Customer Journey... 1 Contributions of Speech/Text Analytics...
More informationHow to Plan for a Successful Deployment
How to Plan for a Successful Deployment FOR GROWING ORGANIZATIONS WITH LIMITED RESOURCES, EVERY DECISION MATTERS. Deploying new enterprise technology that impacts the core of your business doesn t have
More informationDo You Need to Grow Your. Social Media Audience?
Do You Need to Grow Your Social Media Audience? Do You Need to Grow Your Social Media Audience? Audience growth has become a controversial topic in the social media space. While many marketers are still
More informationMetLife s 15th Annual U.S. Employee Benefit Trends Study Going beyond by looking ahead
MetLife s 15th Annual U.S. Employee Benefit Trends Study Going beyond by looking ahead Brokers and consultants role amidst evolving benefits landscape 2 Contents 2 Recognizing new opportunities 3 Tapping
More informationcustomer experience revenue converting into How to meet expectations at every stage of the buying cycle magneticnorth.com 1 / 22
converting customer experience how to meet expectations at every stage of the into buying cycle revenue magneticnorth.com 1 / 22 Introduction Since the dawn of commerce, we ve known that good customer
More informationTODAY S HYBRID RESEARCH: IT MIGHT NOT MEAN WHAT YOU THINK IT MEANS
TODAY S HYBRID RESEARCH: IT MIGHT NOT MEAN WHAT YOU THINK IT MEANS Researchers have conducted hybrid research since someone first added an open-ended question to a quantitative survey. It s a tried and
More informationExclusive Voice of the Customer framework for smart CX managers: Delivering world-class customer experience every step of the way
Exclusive Voice of the Customer framework for smart CX managers: Delivering world-class customer experience every step of the way VoC programs enable you to engage with customers at key points across the
More informationTransforming procurement operations through advanced operating models
Transforming procurement operations through advanced operating models Procurement executives believe there is untapped potential for advanced operating models to address the biggest challenges facing enterprises
More informationBIOTECH, MED DEVICE & PHARMA
WHITEPAPER Key Account Management Strategies for BIOTECH, MED DEVICE & PHARMA INTRODUCTION Changes in the healthcare landscape have led to changes in customers. In an environment where healthcare providers
More informationTRANSFORM YOUR APPROACH TO CUSTOMER EXPERIENCE
TRANSFORM YOUR APPROACH TO CUSTOMER EXPERIENCE Actionable Insight from Canada s CX Experts WWW.CUSTOMEREXPERIENCECANADA.COM Sixth Annual With ever-increasing opportunities to engage with clients, the value
More informationSTRATEGIC PLANNING: KEY TO SMART GROWTH 2015 THOMSON REUTERS AND MANAGING PARTNER FORUM MID-SIZE AND SMALL LAW FIRM SURVEY
MPF STRATEGIC PLANNING: KEY TO SMART GROWTH 2015 THOMSON REUTERS AND MANAGING PARTNER FORUM MID-SIZE AND SMALL LAW FIRM SURVEY by Managing Partner Forum and Thomson Reuters August 12, 2015 1020 Rosedale
More informationFrom Insurance Agent to Trusted Advisor: How to Cultivate Customer Loyalty
From Insurance Agent to Trusted Advisor: How to Cultivate Customer Loyalty Introduction Policyholders expectations have changed. No longer are they satisfied with an adequate service experience from their
More informationUNLOCK Profit Potential
UNLOCK Profit Potential 26 MM May/June 2007 Reprinted with permission from Marketing Management, May/June 2007, published by the American Marketing Association. Align marketing with financial performance.
More informationBuilding Societies vs Banks: What differences do customers identify? Published: 27 th February 2019
Building Societies vs : What differences do customers identify? Published: 27 th February 2019 Executive summary Savings and mortgage products are now among the most searched for product categories on
More informationKick Off Your 2015 Satisfaction Survey Initiatives
Kick Off Your 2015 Satisfaction Survey Initiatives Best Practices for Measuring and Improving Accounting Client Experience Presented by Liz Brown, Account Manager at Inavero Copyright 2014 Inavero, Inc.
More information8 simple steps to offering a superior customer experience
8 simple steps to offering a superior customer experience 1. Make communication convenient 2. Bring your online and offline worlds together 3. Embrace your employees 4. Engage your customers 5. Turn moments
More informationThe Future of Retail Banking
The Future of Retail Banking Navigating the digital banking revolution The digital banking landscape Market trends Challenges & opportunities Digital transformation with HID Global 43% Mobile phone users
More informationThe Insight Driven Organization
The Insight Driven Organization Deloitte Best Managed Symposium April 12, 2016 Deloitte LLP and affiliated entities An organization which embeds analysis, data and reasoning into all their decision making
More informationThe 5 Essential SOCIAL MEDIA MARKETING REPORTS
The 5 Essential SOCIAL MEDIA MARKETING REPORTS Introduction How often do you review the data generated by your social campaigns? As a busy social media manager, you need to be efficient with the time you
More informationMicrosoft Digital Transformation Study In partnership with IDC Asia/Pacific
Microsoft Digital Study 2018 In partnership with IDC Asia/Pacific How is an organization being digitally transformed? How is an organization business model being digitally transformed? DIGITAL TRANSFORMATION
More informationCustomised Solutions 2018
Customised Solutions 2018 Equipping leaders to build the future Customised Solutions 2018 Equipping leaders to build the future 1 Customised Solutions Create your own butterfly effect. Propel your organisation
More information6 Steps to Revamp Your Small Business Marketing Strategy
6 Steps to Revamp Your Small Business Marketing Strategy Looking for better results? Craft a new plan. 1 INTRODUCTION If you re running digital marketing tactics, you have a strategy behind it, right?
More informationCONTINUAL SERVICE IMPROVEMENT: BRINGING IT TO LIFE
CONTINUAL SERVICE IMPROVEMENT: BRINGING IT TO LIFE Author : Gary Case Version : 0 Date : August 2009 Location : Pink Elephant Inc. 1 EXECUTIVE SUMMARY If you are thinking about implementing ITIL processes
More informationFOSTERING CUSTOMER RETENTION CALLS FOR A FULL 360-DEGREE PERSPECTIVE
FOSTERING CUSTOMER RETENTION CALLS FOR A FULL 360-DEGREE PERSPECTIVE Satisfying and retaining current customers is three to 10 times cheaper than acquiring new customers, and 65 percent of a typical company
More information10 WAYS TO ATTRACT NEW PATIENTS AND KEEP THE ONES YOU HAVE
10 WAYS TO ATTRACT NEW PATIENTS AND KEEP THE ONES YOU HAVE WHITE PAPER 1 10 WAYS TO ATTRACT NEW PATIENTS AND KEEP THE ONES YOU HAVE Patients move. They change health plans. Some have a bad experience.
More informationAs Time Goes By. What a Classic Movie and Famous Song Can Teach Dealers about the Customer Experience. Ron Lamb, President Reynolds and Reynolds
Reynolds and Reynolds As Time Goes By What a Classic Movie and Famous Song Can Teach Dealers about the Customer Experience Ron Lamb, President Reynolds and Reynolds As Time Goes By What a Classic Movie
More informationConnected Leadership. How to invest in your management teams
Connected Leadership How to invest in your management teams Are employees in your organization satisfied with their leaders ability to get things done and keep everything running smoothly? Do they also
More informationThe CMO s Role in Activating Corporate Messaging Inside the Business
The CMO s Role in Activating Corporate Messaging Inside the Business How marketing can cross organizational boundaries and bring the corporate story to life in the customer experience. As marketers begin
More information2 MOMENTS THAT MATTER COPYRIGHT 2017 ACCENTURE. ALL RIGHTS RESERVED.
There are many important moments during a customer s tenure with a brand. Customers are continuously considering and evaluating which new and latest services and products are best suited for themselves
More informationasareri OUR COMPANY PROFILE Cloud Solutions Web Solutions Mobile Solutions UI/UX Solutions Our Location Connect with us
asareri TECHNOLOGIES OUR COMPANY PROFILE We help you on your Digital Transformation Web Solutions Cloud Solutions Mobile Solutions UI/UX Solutions Our Location Asareri Technologies Private Limited Head
More information[ know me ] A Strategic Approach to Customer Engagement Optimization
[ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
More informationMULTICHANNEL MARKETING FOR PHARMA
02 AN INTRODUCTION TO MULTICHANNEL MARKETING FOR PHARMA Inspiring audiences. Motivating change. Thinking beyond. www.wearecouch.com COUCH medical communications 1 Introduction Consumers these days have
More informationWE BELIEVE SOFTWARE SHOULD WORK FOR PEOPLE. NOT THE OTHER WAY AROUND.
WE BELIEVE SOFTWARE SHOULD WORK FOR PEOPLE. NOT THE OTHER WAY AROUND. WE ARE ULTIMATE SOFTWARE. WE ARE IN THE PEOPLE BUSINESS. ++ 1 BECAUSE EVERY GREAT BUSINESS STARTS WITH PEOPLE. BUSINESSES DON T MAKE
More informationSolutions Billing and Payment Solutions for Utilities
Solutions Billing and Payment Solutions for Utilities A Multichannel, Integrated Approach to Reduce Costs and Delight Customers While Maintaining Your Brand Solutions Is your utility looking to reduce
More informationGovernment Contractor Best Practices
SEPTEMBER 2016 WINNING BUSINESS IN THE FEDERAL MARKET Government Contractor Best Practices Long government procurement cycles remain a reality, and contractors must use a variety of strategies to remain
More informationCustomer Experience BENCHMARK RESEARCH REPORT THE INTERSECTION OF BUSINESS AND CUSTOMER PERSPECTIVES
Customer Experience BENCHMARK RESEARCH REPORT 2015 THE INTERSECTION OF BUSINESS AND CUSTOMER PERSPECTIVES 2015 CUSTOMER EXPERIENCE BENCHMARK RESEARCH REPORT 1 Table of Contents CHAPTER 1: THE CX FAST LANE
More informationOCTOBOARD INTRO. Put your metrics around these practical questions and make sense out of your Google Ads Analytics!
OCTOBOARD INTRO Your journey to Google AdWords success doesn t stop once you master the art of creating a compelling Google ad. The real journey starts with Data and ends with Insights. You need loads
More informationPowerful ways to have an impact on employee engagement
Powerful ways to have an impact on employee engagement Powerful ways to have an impact on employee engagement An engaged workforce is a critical component to your company s success. When employees are
More informationChapter 1 COPYRIGHTED MATERIAL. Why the Golden Circle? When you are good to others, you are best to yourself. Benjamin Franklin ( )
Chapter 1 Why the Golden Circle? When you are good to others, you are best to yourself. Benjamin Franklin (1706 1790) COPYRIGHTED MATERIAL Welcome, as you enter the Golden Circle of Business, we hope
More informationPROACTIVE ADOPTER SERIES: How cloud solutions can modernize your business
PROACTIVE ADOPTER SERIES: How cloud solutions can modernize your business If you run a small or midsize business (SMB), you re likely wondering if migrating elements of your company s data and systems
More informationstrategic considerations when building customer service for the next decade
strategic considerations when building customer service for the next decade a practical approach to creating a strategy while considering the issues that affect customer service today and for the next
More information6 Steps to Social Media Success for Law Firms
6 Steps to Social Media Success for Law Firms 6 STEPS TO SOCIAL MEDIA SUCCESS FOR LAW FIRMS By Bria Burk Androvett Legal Media & Marketing Social media is a great way to share firm news about new hires,
More informationIntelligent Engineering. Predictive, preventive and proactive IT support
Intelligent Engineering Predictive, preventive and proactive IT support Predicting problems, preventing downtime. Today, a business can only function when its IT is working. So, it s vital to avoid downtime.
More informationCustomer Experience BENCHMARK RESEARCH REPORT THE INTERSECTION OF BUSINESS AND CUSTOMER PERSPECTIVES
Customer Experience BENCHMARK RESEARCH REPORT 2015 THE INTERSECTION OF BUSINESS AND CUSTOMER PERSPECTIVES 2015 CUSTOMER EXPERIENCE BENCHMARK RESEARCH REPORT 1 Table of Contents CHAPTER 1: THE CX FAST LANE
More informationA New Lens on Employee Engagement:
A New Lens on Employee Engagement: Using Intelligence to Improve the Customer Journey Anna Convery, CMO and EVP Strategy for OpenSpan Monday, August 3, 2015 Today s Discussion Executive priorities today
More informationOrder Management Systems
Order Management Systems Must Power Modern Point of Sale Systems Table of Contents 04 06 07 08 10 11 The New Role of Retail Associates The Challenge with Traditional Point of Sale Systems Retailers Recognize
More informationMessaging Apps and Chatbots for Brand Marketing
Messaging Apps and Chatbots for Brand Marketing 2017 LIVEWORLD MARKETING SURVEY WHITEPAPER 1 Messaging Apps and Chatbots for Brand Marketing The case for branded conversations via messaging app is strong
More informationMOVING TO THE CLOUD WITH CONFIDENCE A step-by-step guide to managing all stages of cloud migration
MOVING TO THE CLOUD WITH CONFIDENCE A step-by-step guide to managing all stages of cloud migration Moving applications to the cloud doesn t require rental trucks or appliance dollies but there is heavy
More informationHow to Use Sentiment Analysis to Gain a Competitive Advantage
CASE STUDY How to Use Sentiment Analysis to Gain a Competitive Advantage Indellient s Clarity project strengthens IBM s offerings using real-time feedback of their product and services Abstract The most
More information