Differentiated Customer Experience: Winning, keeping, and developing more profitable in... - 0 views
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Aaron Patton on 23 Aug 12Telecom and hospitality industries have raised expectations. Social media a more accepted touch point. Self-service up to 45% of interactions. Customer interaction management - know the customer (single voice/view of customer - SVOC) - customize the experience (perform analytics to customize) - deliver seamlessly Defining SVOC: profile, preferences, relationships, interaction history Customer analytics can help, and you can score your maturity: * In the basic stage, organizations focus on capturing and reporting on customer data. The reporting may be 30, 60, or 90 days old, but it is better than having no data at all. * In the emerging stage, organizations can take data and transform it into information, with context, relevance, and an enterprise-wide perspective. * In the established stage, organizations implement behavioral analytics-based models and start to receive tangible benefits from their analytic capabilities. * In the leading stage, organizations are able to analyze data quickly and provide real-time analytic insights on the customer. Benefits: cost, performance, customer satisfaction