Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Inside Customer Experience--Insights About Today's Connected Consumer

4,088 views

Published on

Learn more about the impact emerging channels has on customer relationships and brand loyalty.

Published in: Business, Technology
  • Be the first to comment

Inside Customer Experience--Insights About Today's Connected Consumer

  1. 1. OPTIMIZING THE MULTI-DEVICE EXPERIENCE
  2. 2. IN TODAY’S MULTI-TASKING MULTI-DEVICE WORLD
  3. 3. PEOPLE WANT TO RESOLVE THEIR ISSUES ON THE GO, VIA THEIR MOBILE AND TABLET DEVICE AND IN BETWEEN TEXT MESSAGES
  4. 4. EVERY MOMENT OF HOLD TIME, HUNT AND SEARCH TIME, OR IVR FRUSTRATION WILL PUT CUSTOMER LOYALTY TO THE TEST.
  5. 5. IF NOT, THEN THEY ARENT AFRAID TO GOOGLE THE COMPETITION
  6. 6. SELF-SERVICE MOBILE APPS • • • • • • • • • • View insurance ID card View policy Pay your bill View discounts and coverage Quote adding a vehicle View driver and vehicle information Update contact info View agent contact info Address questions, issues and complaints View claims status
  7. 7. TEXT MESSAGE CUSTOMER SERVICE
  8. 8. CREATE A DIGITAL CONCIERGE
  9. 9. MONITOR THE SOCIAL MEDIA LANDSCAPE
  10. 10. IT’S NOT JUST FACEBOOK & TWITTER
  11. 11. CONDUCT PUBLIC FACING CUSTOMER SERVICE
  12. 12. LOG AND TRACK ALL ENGAGEMENTS IN CRM
  13. 13. VIDEO AGENT
  14. 14. ANTICIPATORY CUSTOMER SERVICE
  15. 15. ANTICIPATORY CUSTOMER SERVICE “WHERE COMPANIES PREDICT CUSTOMER NEEDS AND PROACTIVELY ADDRESS THEM” Micah Solomon, Author High Tech, High Touch Customer Service
  16. 16. PREDICTIVE ANALYTICS
  17. 17. DELIVER ACTIONABLE INSIGHTS AT THE POINT OF INTERACTION

×