How to Achieve Meaningful Customer Engagement through a Customer 360 View
Business leaders have long understood the vital importance of knowing their customers’ preferences and aspirations and building lasting relationships with them. Responsiveness to customer needs helps establish a meaningful connection to the brand, driving customer engagement and increasing share of wallet. It’s far easier to grow your business with existing customers than it is to […]
Best of 2021: Top 10 Customer Engagement Solutions Blog Posts
By connecting with customers when, where and how they desire, using personalized and data-driven insights, businesses are creating the game-changing experiences that customers demand. 2021 brought some informative Customer Engagement Solutions content and as the year comes to a close we would like to share our top 10 posts from our blog. #10 Streamline Call […]
Engage Your Customers with Personalized Emails
Email is an excellent way to engage your customers, if you do it well. At a time when consumers are constantly being bombarded with new information, personalized emails can easily amount to “more of the same” unwelcome background noise amid a cacophony of other voices, all striving to be heard above the rest of the […]
When and How to Use SMS to Engage Your Customers
An estimated 3.8 billion people today own a smartphone. Of those, about 75 percent have devices with short message services (SMS), more commonly referred to as texting. Ninety percent of those will check their text messages multiple times daily, many within seconds, and most within minutes of receiving them. While email is still the king […]
Creating an Omnichannel Customer Experience in the Telco Industry
Over the past decade, there has been a great deal of talk about the importance of an omnichannel experience. For many, that term is most familiar in the context of retail businesses that incorporate a mix of online and brick-and-mortar contact. But the concept of an omnichannel customer experience actually extends much further than that. […]
Provide a Better Customer Experience with Chatbots
Customer experience (CX) is rapidly becoming a critical battleground in the fight for competitive advantage. Gone are the days when companies could focus primarily or exclusively on a physical product. Today, consumers expect to engage with companies throughout the entire lifecycle of the products they purchase. They have far greater access to information during the […]
Use Video to Build a Customer-Centric Company
The video revolution is in full swing. Consumers have overwhelmingly expressed their preference for video over static website content and other digital media. Cisco estimates that by 2022, online videos will make up more than 82% of all consumer-driven internet traffic. That’s a 15x increase over 2017 numbers. Consumers are connected 24/7, and video provides […]
Streamline Call Center Workflows with an Integrated Digital Self-Service Platform
Consumer expectations have evolved rapidly, as a streamlined omnichannel experience has become far more commonplace than it once was. Customers have clearly indicated a preference for multiple channels of communication. Specific channel preferences vary greatly among different age groups, at different times, and for different purposes. Most consumers prefer digital self-service as a primary option, but […]
Why You Need a Single Digital Communications Platform
In the 2020s, the battle for customer mindshare is being played out in the digital realm. Consumers have come to expect a consistent and highly personalized multichannel communications experience, as business leaders seek to engage their clients more deeply, leverage existing relationships to drive higher brand loyalty, and deliver a unified customer experience. How can […]
Want to Engage More Customers Post-COVID? Self-Service Is the Answer
When COVID arrived upon the scene in early 2020, consumers had already begun to shift toward online interactions, frequently preferring digital self-service applications over direct person-to-person communication. The pandemic has dramatically accelerated that digital customer engagement trend, as consumers have increasingly turned to email, text, web, social, chatbots, and video to communicate with the businesses […]
Customer Clarity: A New Wave in Customer Experience
Reflecting on the (r)evolution that’s underway with the EngageOne Suite from Precisely, this post explains the new wave of customer experience opportunities that are now possible. Without business jargon, I seek to describe past customer experience challenges that can be solved today in ways not previously possible by adding customer clarity to your communications. I will […]
Reimagining CX for a Post COVID-19 World
In 2013, L’Oreal executives set an ambitious goal for the company: to shift 20% of the organization’s sales to online channels by 2020. The company was on target to achieve that goal when in March 2020, the COVID-19 pandemic arrived on the scene. Suddenly, L’Oreal needed to shift much further in the direction of online […]