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The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
The Customer Engagement Imperative - Connecting for Competitive Advantage
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The Customer Engagement Imperative - Connecting for Competitive Advantage

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Pitney Bowes SVP & GM, Customer Engagement Solutions Jay Bourland explores the benefits of examining the sum total of each customer's interactions with a company and how these insights can be used to …

Pitney Bowes SVP & GM, Customer Engagement Solutions Jay Bourland explores the benefits of examining the sum total of each customer's interactions with a company and how these insights can be used to provide a single view—and a one-to-one connection—with each customer.

Key takeaways include:

The customer and market trends that are driving the need for companies to deliver engaging omnichannel experiences

The definition of "true" customer engagement
Strategies for dismantling organizational and technical silos to deliver a holistic customer experience

How companies across different industries are using incremental approaches to drive engagement and are rewarded with powerful business returns

* Slides taken from 1to1® Media webinar broadcast July 15, 2014. View the webinar recording: http://go.1to1media.com/l/36442/2014-06-30/nb4h

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  • 1. Sponsored by: The Customer Engagement Imperative: Connecting for Competitive Advantage
  • 2. Jay Bourland SVP & General Manager Tom Hoffman Executive Business Editor Meet the Team 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. 2
  • 3. Logistics Please turn off your pop-up blockers  To enable interactive features Download a copy of the slides  Click the green resource widget Have a question for our presenters?  Click the red Q&A widget Helpful tools  Use the help widget for tech issues Twitter Hashtag #1to1media Adjust volume Download slides HelpEmail 1to1 Ask a question Speaker bios 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. 3
  • 4.  The customer and market trends that are driving the need for companies to deliver engaging omnichannel experiences  The definition of “true” customer engagement  Strategies for dismantling organizational and technical silos to deliver a holistic customer experience  How companies across different industries are using incremental approaches to drive engagement 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. Agenda 4
  • 5. 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. Customers Are Empowered with Intelligence at Their Fingertips 5
  • 6. 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. Gaining a More Unified View of the Omnichannel Customer 6
  • 7. 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. 7 Jay Bourland SVP & General Manager
  • 8. 8 Customer Engagement Today…. anytime, anyplace
  • 9. 9 The Explosion of Peer Influence
  • 10. 10 Remember when shop keepers knew who you were? Your customers still expect that!
  • 11. 11 What Is Customer Engagement? “Customer Engagement is a customer's emotional response to their Total Customer Experience.” -- Chris Kirby, Fifth Quadrant “Proactive involvement.” -- Peppers & Rogers
  • 12. 12 Treat Each Customer Like She Is the Only One
  • 13. 13 Engagement Drives Business Results
  • 14. 14 Context Reason for interaction Channel, time & location Manned or unmanned Recent account behavior Recent interactions Recent marketing activity
  • 15. 15 “Uplift analysis is a must- consider concept for every organization with significant campaign management activities” Gareth Herschel, Gartner, “Predictive Modeling Now more than Ever”, Gartner Customer 360
  • 16. 16
  • 17. 17 Efficient, Compliant, Multichannel Follow-up
  • 18. 18 Channel, Type, and Customer Preference A multi-channel approach must be orchestrated on ‘ensemble interactions’ that create differentiated and compelling experiences. –Gartner, 2013 A Forrester Consulting Thought Leadership Paper Commissioned By Sitecore: The Multichannel Maturity Mandate, May 2012 “ ” Discover ● ● ● Search ● ● ● Research ● ● ● ● Compare ● ● ● ● Decide ● ● ● Use ● ● Get help ● ● ● ● Share ● ● Personalize ● ● ● ● ● Trust ● ● ● Evangelize ● ● ● Friend ● ● ● Purchase ● ● ● ● ●
  • 19. 19 Example – Video Billing
  • 20. 20 Example – Video Billing
  • 21. 21 Example – Video Billing
  • 22. 22 Example – Video Billing
  • 23. 23 Example – Video Billing
  • 24. 24 Use this slide for a Full-bleed image Theessenceof long-lastingrelationships Connected Interactions • Guided User Experience • Intelligent Best Next Actions • Cross Channel Delivery • Personalization • Channel Coordination • Ongoing Conversation • Connected Interactions • Channel Aware Deep Understanding of Customer • Accurate Data (Data quality) • Historical Data • Demographics • Contextual Data • Location Data • Customer Behavior • Customer Preferences • Predictive Analytics
  • 25. 25 Four Obstacles to Change Communication platforms are often channel specific, designed to handle large volumes with limited customization. Organizational silos and disparate technologies make it difficult to capture meaningful customer insights, and then incorporate these insights into everyday engagements. Barriers between business and IT increase time to market and reduce agility. Limited visibility into customer relationships across the full enterprise leads to duplicate, non-relevant, untimely messages that increase opt-out rates and erode trust.
  • 26. 26 Recommended Steps Costly, one-off solutions Single-source savings Inefficient, redundant efforts Streamlined, integrated workflows Siloed, business-level apps Enterprise-level communications Internally-focused requirements Winning customer experiences Documents Move away from Customers and relationships Embracing the future
  • 27. Jay Bourland SVP & General Manager Q&A with Jay 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. 27
  • 28. 28

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