Inside Customer Experience--Insights About Today's Connected Consumer

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3 gostaram•4,312 visualizações

Dialogue Marketing

Learn more about the impact emerging channels has on customer relationships and brand loyalty.

Negócios Tecnologia

IN TODAY’S MULTI-TASKING

MULTI-DEVICE WORLD

PEOPLE WANT TO RESOLVE THEIR ISSUES ON
THE GO, VIA THEIR MOBILE AND TABLET DEVICE

AND IN BETWEEN TEXT MESSAGES

EVERY MOMENT OF HOLD TIME, HUNT
AND SEARCH TIME, OR IVR FRUSTRATION

WILL PUT CUSTOMER LOYALTY TO THE TEST.

IF NOT, THEN THEY ARENT AFRAID TO

GOOGLE THE COMPETITION

SELF-SERVICE

MOBILE APPS
•
•
•
•
•
•

•
•
•
•

View insurance ID card
View policy
Pay your bill
View discounts and coverage
Quote adding a vehicle
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ANTICIPATORY CUSTOMER SERVICE
“WHERE COMPANIES PREDICT CUSTOMER
NEEDS AND PROACTIVELY ADDRESS THEM”

Micah Solomon, Author
High Tech, High Touch Customer Service

DELIVER ACTIONABLE INSIGHTS

AT THE POINT OF INTERACTION

Inside Customer Experience--Insights About Today's Connected Consumer

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Inside Customer Experience--Insights About Today's Connected Consumer

5. OPTIMIZING THE MULTI-DEVICE EXPERIENCE

6. IN TODAY’S MULTI-TASKING MULTI-DEVICE WORLD

7. PEOPLE WANT TO RESOLVE THEIR ISSUES ON THE GO, VIA THEIR MOBILE AND TABLET DEVICE AND IN BETWEEN TEXT MESSAGES

8. EVERY MOMENT OF HOLD TIME, HUNT AND SEARCH TIME, OR IVR FRUSTRATION WILL PUT CUSTOMER LOYALTY TO THE TEST.

9. IF NOT, THEN THEY ARENT AFRAID TO GOOGLE THE COMPETITION

10.

11. SELF-SERVICE MOBILE APPS • • • • • • • • • • View insurance ID card View policy Pay your bill View discounts and coverage Quote adding a vehicle View driver and vehicle information Update contact info View agent contact info Address questions, issues and complaints View claims status

12.

13. TEXT MESSAGE CUSTOMER SERVICE

14.

15.

16.

17. CREATE A DIGITAL CONCIERGE

18. MONITOR THE SOCIAL MEDIA LANDSCAPE

19. IT’S NOT JUST FACEBOOK & TWITTER

20. CONDUCT PUBLIC FACING CUSTOMER SERVICE

21.

22. LOG AND TRACK ALL ENGAGEMENTS IN CRM

23.

24.

25.

26. VIDEO AGENT

27. ANTICIPATORY CUSTOMER SERVICE

28. ANTICIPATORY CUSTOMER SERVICE “WHERE COMPANIES PREDICT CUSTOMER NEEDS AND PROACTIVELY ADDRESS THEM” Micah Solomon, Author High Tech, High Touch Customer Service

29. PREDICTIVE ANALYTICS

30. DELIVER ACTIONABLE INSIGHTS AT THE POINT OF INTERACTION

Inside Customer Experience--Insights About Today's Connected Consumer

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