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Customer Journey

Customer Intelligence is the New Black: Deriving Actionable Insights from Customer Interactions to Reduce Cost-to-Serve and Customer Effort

White Paper: FirstSource

Whether it’s a B-to-B or a B-to-C model, the consistent delivery of high-quality customer care is a difficult goal to achieve. This is especially relevant in our device-driven world, an “always on” hyper-connected environment laced with multiple customer touch points

Inflection points key to driving brand loyalty

White Paper: AIMIA

In today’s recovering global economy, identifying and positively influencing these loyalty moments of truth- the inflection points, has become our singular challenge. Every customer interaction can make or break the relationship with your brand - from the first encounter with your brand, through the first purchase, at each touch point one encounters in your loyalty program, and into each post-purchase service encounter. In this whitepaper, recognize the most important inflection points along your customer journey from curious newcomers to brand loyalists. It addresses key questions like: What are the 10 most important loyalty moments of truth? How to identify and act on these inflection points with relationship-saving tactics? What are the guidelines for getting them right? What are the ways with which you can help foster customer advocacy? How to avoid dropping the ball with inflection points? What are the best practices to receive the full benefit of increased loyalty through the redemption experience?

Aimia's Loyalty Lens 2016 global survey

White Paper: AIMIA

Customers have gradually high expectations of the brands with which they share their data. Today the way companies collect and use data, and the way their customers share it, is changing. For years companies have been striving to create customer loyalty programs that stick. Companies must move away from just collecting customer data, to using it in a way that provides more value or a better experience for their customers. Why companies want certain types of customer data and what the benefits for the customer will be? This whitepaper provides insights on helping the clients deliver customer experiences that stand out and encourage brand loyalty. This white paper on “customer insight to inspire true loyalty’’highlights: Five global insights into customer loyalty The value of data is rising Customers expect more for sharing their data Four types of customer data and how to value them Five actions marketers need to take now

Why Consolidate Loyalty Strategy And Platform With A Single Vendor?

White Paper: ALTUS Dynamics

While it may seem like common sense for solution buyers to select and work with a loyalty strategy partner before selecting a loyalty platform partner– for example, to know their program design first, then translate it into technical requirements as a precursor to selecting a platform. It is seen that the practical reality puts the “sense” of this common-sense approach into a big question. Without proper consolidation, we tend to see an elevated risk for delays, increase in costs, and problems in execution. This whitepaper discusses the benefits of consolidating loyalty strategy and platform. It highlights: Reasons for the Delays Increase in Costs Problems in execution  

Omni-channel commerce Making customer experience the new competitive advantage

White Paper: Ameyo

Omni-channel commerce seems to be picking up steam across industries and has radically transformed the way companies do business. In an increasingly competitive marketplace, where buying processes are undergoing a radical transformation and switching costs are becoming virtually fictitious, companies that do not offer a superlative omni-channel experience are difficult to survive. This whitepaper on “Omni-channel commerce: Making customer experience the new competitive advantage”: Uncovers the radical changes in buying omni-channel experience, customer expectations, customer service Discusses the advancements in customer journey, the facets involved in implementing an omni-channel strategy Talks about a recently launched concept called “Universal Queue”, and its significance in omni-channel customer experience

Analyzing and Shaping Customer Journeys

White Paper: Altocloud

Customer journey analysis is the key to analyze how the customer uses information as it navigates, ultimately unlocking more transactions and higher usage, and also to understanding and delivering on the needs of the customer at each stage of its journey. How can you build and manage customer relationships through customer journey analytics? This whitepaper describes a new approach for customer journey analysis that improves and consolidates your customer’s experiences. It will help you understand: The Challenge of Customer Experiences Today The Power of Predictive Analytics How to get Business Value from integrating the approach of customer journey analytics The key steps to make a better customer journey analytics include: Collect data spanning the whole customer journey Apply analytics to better understand your customers and personalize the customer journey Use predictive analytics and machine learning to anticipate important events Continuously tune the analytics platform using feedback for analyzing the customer journey

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