Can you provide fast, easy service that’s highly personalized and delivered consistently across whatever combination of channels your customers choose?
Can your staff explain products and services effectively to well-informed consumers who often glean information ahead of time from the web, social networks, and peers?
Can you build rapport with customers by reaching out to them proactively to solicit their feedback and opinions—and act quickly on their input?
This approach goes beyond traditional, transaction-based customer service or managing the customer experience at a single point in time. It’s customer engagement optimization — and it requires deep insight into customer interactions, data, and processes across the different communications channels and functional areas of your organization.