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Bettering the Customer Experience . . .
Creating a Voice of the Customer Culture with Staying Power
Successful Voice of the Customer programs collect insights that drive decision-making, promote customer-centricity, and generate return on investment. Organizations have now widely adopted such programs, but their level of maturity differs vastly when it comes to the way they manage customer experience. Those companies who have been running a solid, even best-in class, VoC program for a few years run the risk of ultimately “hitting the wall”: results no longer impress, goals appear met, and excitement dwindles. But a VoC programs never ends, so what happens next? The following three strategies present methods for pushing past the VoC plateau and developing a customer experience strategy with staying power. . . . read more >>
Drawing The Line Between Clever And Creepy With Customer Data
Is privacy dead? The short answer is no, not totally. In the data-gathering industry, and particularly in loyalty programs, most companies recognize consumers' privacy concerns and engage in responsible data management. But where exactly is the line that divides what consumers feel is appropriate and inappropriate--or even creepy--use of their personal information? . . . read more >>
Pedowitz Group Joins with Demandbase to Deliver Personalized CX
The Pedowitz Group (TPG), Demandbase, and ExactTarget announced a partnership to bring ExactTarget’s customers Interactive Marketing Hub solutions for improving lead capture and demand generation. Based on dynamic content, optimized form solutions will deliver more intelligent web conversions and enhance the customer’s personalized online experience. . . . read more >>
VirtuOz Contextually Aware Virtual Agent Solution for Facebook
VirtuOz announced the availability of VirtuOz’ IVAs for Facebook Messages. With this latest release, VirtuOz now offers a contextually aware virtual agent solution that can deliver a cross-channel customer experience as consumers move from social to mobile to Web. Managing the sheer volume of communication streaming through social networks is a growing business challenge. Nearly one quarter of existing businesses offer customer support via Facebook, but most are still working toward an effective strategy to answer customers quickly, with only 5 percent of Facebook posts/messages getting a response at all. The result is a growing divide between customer expectations for a response to their post/message in less than 30 minutes, and a business’ ability to respond. . . . read more >>
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