Tag "customer experience"
Retailers are grappling with a myriad of challenges in 2017, from shifting consumer behaviors to the explosive impact of digital transformation. To remain competitive this year and beyond, they’ll need to embrace many new realities. Already, retailers are growing more skilled at providing the right customer with the right message — and offers — at... more
“Look after your data. In many cases, it’s all you have got,” was how Kennedy Warwick closed his session at our MDM 360 Summit in London this year. Strategically managing and then accurately and securely sharing a single view of customer data has enabled Thomson Reuters to do many things more efficiently as well as many new things.
I had the pleasure of attending a presentation by a vice president of a regional bank. He led the presentation with this statement, “What is important to our customer is important to our Bank”. Customer success is a key factor for any business, but banks are finding it necessary to compete in today’s environment. This... more
One day. That’s all I want from my broadband provider. One day of continuous, uninterrupted broadband service with a consistent speed. Is that too much to ask? I know VoIP is not the most stable service in the world but lately I’m finding my mobile is my most reliable device for voice calls. Streaming catch-up... more
Rather than focus singularly on traditional metrics such as Net Promoter Score, loyalty and satisfaction companies are racing to compete on customer experience. They are learning to extract valuable experience information from long-term relationship data. It’s not a coincidence that they use MDM to do it
Digital Transformation has been one of the current buzzwords in many industries for some time but what does it actually mean and what are the implications? Digital could be considered to be anything involving the use of technology. For example, for years we used to go to our local newsagent and buy the local paper... more
Customer experience is the new currency of business competition, and proof of this is easy to find. The companies favored today by your friends, family, and colleagues—and no doubt, yourself—confirm a new truth: Great customer experiences win the market. Uber, a software company, is killing it in the taxi industry because it creates a seamless... more
For the past year, we’ve been saying that great customer experiences start with great customer data; and great customer data fuels great customer experiences. But it’s not always easy to know where to begin on this journey from product-centricity or channel-centricity to customer-centricity. That’s the idea behind this workbook, Building a View of Your Total Customer Relationship. Think of it as your comprehensive primer for smarter customer data management. The workbook reviews four lessons to bulletproof your customer initiative, lays out three core components of a total customer relationship, and walks you through the seven steps most companies use to create great customer data. Because once you master the data, you can then begin to master the experiences.
So I sit in my hotel room in Shanghai a few weeks ago and guess what, my iPhone® dies. It became a brick, relegated to become a paper weight. Well, after using our family’s floater phone (yes, there is such a thing) for a few weeks, I make it to the store of a very... more
Two weeks ago I attended Dreamforce for the second year in a row. I find the event amazing and love the opportunity to see old colleagues, meet up with partners, and make new connections. For me, this is the best part of the event – the fact that so many people from my network are... more