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Connected Customer Experience

What does Connected Customer Experience mean?

Author Eric Marlan on Dec-20-2016

Connected Customer Experience means:

  • Knowing who your customers are, understanding how customers use your products, and being there when customers need help
  • Making it easier to do business with you, implementing customer-centric processes, and eliminating frictions and gaps in the customer interactions
  • Improving customer satisfaction, retaining more of your customers for long term and maximizing the customer lifetime value of the loyal customer base
  • Supporting customers across all channels, devices, and screens, bridging the silos of knowledge, applications, and systems, and connecting all service interactions throughout the customer lifecycle

We look at five ways Connected Customer Experience enables you to build a sustainable competitive advantage and maximize customer lifetime value.

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Why is Warranty considered a cost center but Marketing is not?

Author Eric Marlan on Aug-26-2016

Companies spend on average 11% of revenues on marketing and 1.5% of revenues on Warranty. Despite the higher cost of marketing, why is warranty considered a cost center, but marketing is not.

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Orchestrating the Own stage of Customer Journey

Author Eric Marlan on Jun-23-2016

Gartner has identified that the new buyer’s journey encompasses three simple, but intimately related, parts: Buy, Own, and Advocate. In the article "Improve the Customer Experience by Knowing the (New) Customer Journey, Gartner analyst explains "Today’s customer buying journey spans buying, owning and advocating. It is progressive so that if brands do the right thing in the buy and own stage, they earn customer advocacy."

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