Don’t blink. You don’t want to miss your company’s best predictor of success. In just three more quarterly reports, by 2016, 89% of businesses will compete for brand differentiation. In one area: customer experience. Why? Because people never forget how you make them feel. They amplify their feelings about your product, service and brand — at massive, revenue-impacting scale. Like these customers… (click on video below)
1. Reimagine the Front Office
Rethink how your front office, not just your back and middle, can engage the whole enterprise to manage customer experiences.
2. Audit Your Social Tools
Ask and Analyze:
- Are you able to listen to your customers across every social channel, at social-age scale and speed?
- Seamlessly, instantly engage with them, to understand and help them, and add value to every experience?
- Are your social tools or platform confirmed (by CIO+CMO) to be complete, integrated and collaborative?
- Across every business unit silo? Every team, department and division, globally?
3. The Big Ask: What is Today’s Most Strategic Investment?
Does your company see cross-silo customer experience management as the single most strategic investment your enterprise can make today? If not, ask why not. Like your sales and revenue, and the life of your brand, depended on it.
