In my last blog, Humanize your CX Strategy with Visual Engagement, I discussed the positive impact that visual engagement can bring to a company’s omnichannel...
In my last blog, Humanize your CX Strategy with Visual Engagement, I discussed the positive impact that visual engagement can bring to a company’s omnichannel CX strategy. Let’s break it down further to understand the significant return of investment (ROI) attained from customer adoption of visual channels. Companies that adopt visual channels could expect to see a wide range of benefits. Higher Customer Satisfaction (CSAT) Research indicates that visual engagement is a...
In my last blog, Humanize your CX Strategy with Visual Engagement, I discussed the positive impact that visual engagement can bring to a company’s omnichannel CX strategy. Let’s break it down further...
Today’s customers—both B2B and B2C—are firmly in the driver’s seat of the “Experience Economy,” a once-in-a-generation shift of power from brands to buyers....
Today’s customers—both B2B and B2C—are firmly in the driver’s seat of the “Experience Economy,” a once-in-a-generation shift of power from brands to buyers. Customers place more value in the customer experience (CX) than in the goods and services themselves—and they’re adopting new technologies to get exactly what they want, where, when, and how they want it. As such, their customer journey is no longer predictable and linear. The B2C and B2B worlds have morphed into B2Me,...
Today’s customers—both B2B and B2C—are firmly in the driver’s seat of the “Experience Economy,” a once-in-a-generation shift of power from brands to buyers. Customers place more value in the...
It’s one of the most highly discussed and universally lauded endeavors among leading brands among every industry. Deliver a consistent, frictionless customer...
It’s one of the most highly discussed and universally lauded endeavors among leading brands among every industry. Deliver a consistent, frictionless customer experience from online discovery through digital or guided purchase and post-sales, or risk your competitive foothold. Yet, it’s not clear just how to execute on the goal of seamlessly connecting marketing and sales. With so many differing opinions and competing departmental mandates, it’s no surprise sales and marketing...
It’s one of the most highly discussed and universally lauded endeavors among leading brands among every industry. Deliver a consistent, frictionless customer experience from online discovery through...
How can you keep your customers loyal? Neither products nor even price are the main differentiators anymore. The way to build loyalty and trust is by constantly...
How can you keep your customers loyal? Neither products nor even price are the main differentiators anymore. The way to build loyalty and trust is by constantly providing customers with great brand experiences. The key ingredient to knowing your customers is to create a unified, intimate view of them. Just like any other relationship, once you understand what is important to the other, likes, dislikes, priorities, preferences, and many other things, you can form a bond that...
How can you keep your customers loyal? Neither products nor even price are the main differentiators anymore. The way to build loyalty and trust is by constantly providing customers with great brand...
We previously touched on the importance of auditing pricing and deal construction processes. In our previous article on the benefits of putting your approvals...
We previously touched on the importance of auditing pricing and deal construction processes. In our previous article on the benefits of putting your approvals into a CPQ system, we referred to the audit trail that can be logged and generated by a well-designed CPQ system. The benefits don’t stop there. In this exploration into the real value of CPQ, let’s go a little deeper into the many ways CPQ can assist your organization’s auditability. If you are in an area of a business...
We previously touched on the importance of auditing pricing and deal construction processes. In our previous article on the benefits of putting your approvals into a CPQ system, we referred to the...
How can you keep up to date? By now we all know that in B2B, the sales experience is a bit dated; Formalities, long processes and impersonal selling. Now don’t...
How can you keep up to date? By now we all know that in B2B, the sales experience is a bit dated; Formalities, long processes and impersonal selling. Now don’t get us wrong, we know that B2B selling is far more complex and grueling than it seems, but does it have to be? With the emergence of modern buyers, perhaps our strategies should change. Modern buyers It’s official, modern buyers are now less influenced by traditional sales and marketing techniques than ever, as well as...
How can you keep up to date? By now we all know that in B2B, the sales experience is a bit dated; Formalities, long processes and impersonal selling. Now don’t get us wrong, we know that B2B selling...
For many years, I traveled internationally about 250 days a year, living out of various suitcases. My luggage was central to my universe. When your itinerary...
For many years, I traveled internationally about 250 days a year, living out of various suitcases. My luggage was central to my universe. When your itinerary makes many stops to different cities and countries, the return trip home without your favorite luggage by your side can be a living hell. That’s exactly what happened to me and I used social media as a weapon when I went to war against one of my favorite brands. Here’s my story. During some downtime at home, I took my...
For many years, I traveled internationally about 250 days a year, living out of various suitcases. My luggage was central to my universe. When your itinerary makes many stops to different cities and...
By Sanjeev Kumar, Global Head, Oracle CRM/CX at Tata Consultancy Services Everybody talks about getting a “360-degree view” of the customer, but the fact...
By Sanjeev Kumar, Global Head, Oracle CRM/CX at Tata Consultancy Services Everybody talks about getting a “360-degree view” of the customer, but the fact remains that most businesses today struggle to get even a fraction of that view. This inability to unlock the full potential of data deters many businesses from gaining a complete understanding of their customers. In too many organizations, customer data is trapped inside departmental silos. Each group has its own systems...
By Sanjeev Kumar, Global Head, Oracle CRM/CX at Tata Consultancy Services Everybody talks about getting a “360-degree view” of the customer, but the fact remains that most businesses today struggle to...
A few years back, the digital marketing world was abuzz with a new concept called the “micro-moment.” It describes the single, critical bursts of digital...
A few years back, the digital marketing world was abuzz with a new concept called the “micro-moment.” It describes the single, critical bursts of digital customer touch points that help to determine how that journey ends. It’s a sound concept to understand the customer journey and the tipping point that leads to a purchase, engaging them at the right moment to complete the purchase. Sometimes that touchpoint is so obvious it’s often overlooked – for years. Let’s take for...
A few years back, the digital marketing world was abuzz with a new concept called the “micro-moment.” It describes the single, critical bursts of digital customer touch points that help to determine...
