Channel Investment And Integration

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Our ‘Channel Investment and Integration’ Whitepaper shows the highest priority channels for businesses. http://bit.ly/Unu1cX

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Channel Investment And Integration

  1. 1. Channel  Investment    And  Integra1on  A slideshare by Tealeaf, an IBM Companybased on findings from Econsultancy’s 2012Reducing Customer Struggle Survey
  2. 2. INTRODUCTION   Business-­‐consumer  rela/onships  are   becoming  digital.       And  businesses  have  to  work  hard  to   ensure  online  and  mobile  experiences   meet  high  consumer  expecta1ons.    2 © 2012 IBM Corporation
  3. 3. How  is  the  shi@  in  customer  channel  usage  impac1ng  investment?      Companies  are  upping  digital  investment.   Only a minority (29%) plan to invest more in call centers, but 78% state online experience issues are highlighted via this channel © 2012 IBM Corporation
  4. 4. 77% of companies plan to increase investment in mobile5 © 2012 IBM Corporation
  5. 5. How  is  the  shi@  in  customer  channel  usage  impac1ng  investment?   56% The quality of customer experience in call centers dropped between 2011 and 49% 2012 from 56% to 49% The quality of customer experience for mobile has improved significantly (from 9% to 18% between 2011 and 2012) 9% 18%7 © 2012 IBM Corporation
  6. 6. 6% Only of companies describe their multichannel experience as excellent8 © 2012 IBM Corporation
  7. 7. Is  consistency  of  experience  being  factored  in?   61% There  is  a  lack  of  integra1on   between  channels.     of businesses Only  4%  rate  their  overall   have no real offline online  customer  experience   visibility of how as  excellent;  this  drops  to   individual customers engage just  3%  for  mobile.     with their website    9 © 2012 IBM Corporation
  8. 8. How  well  do  companies  understand  the  online  customer  experience?   Less  than  a  third  of  companies  have  regular   communica/on  between  their  online  team   and  call  center.   58%   are not measuring the resolution   of issues surrounding poor online customer experience   The  amount  of  companies  with  no   communica1on  between  their  online  team   and  call  center  doubled  in  the  past  year.    11 © 2012 IBM Corporation
  9. 9. 3  1ps  for  providing  an  impressive  mul1channel  experience:     Provide  a  seamless   1 customer  experience     2 Gain  visibility  across  all   consumer  touch  points     3 Spread  your  investment   wisely  12 © 2012 IBM Corporation
  10. 10. About  Tealeaf,  an  IBM  company     Tealeaf,  an  IBM  Company,  is  a  leading  provider  of  digital   customer  experience  management  and  customer  behavior   analysis  solu/ons.  Tealeaf  solu/ons  enable  companies  to   be[er  understand  the  “why”  of  a  customer’s  online  and   mobile  interac/ons  to  enhance  the  customer  experience.   The  acquisi/on  of  Tealeaf  extends  IBM’s  exis/ng  quan/ta/ve   web  and  digital  analy/c  capabili/es  in  Coremetrics  and   Unica  solu/ons  with  qualita/ve  analy/cs  capabili/es  to   record,  replay  and  analyze  a  customer’s  digital  interac/ons.   Tealeaf  was  acquired  by  IBM  in  June  2012.       For  more  informa/on,  please  visit  www.tealeaf.com.    13 © 2012 IBM Corporation
  11. 11. About  Econsultancy     Econsultancy  is  a  global  independent  community-­‐based   publisher,  focused  on  best  prac/ce  digital  marke/ng  and   e-­‐commerce,  and  used  by  over  400,000  internet   professionals  every  month.  Our  hub  has  120,000+   members  worldwide  from  clients,  agencies  and   suppliers  alike  with  over  90%  member  reten/on  rate.   We  help  our  members  build  their  internal  capabili/es   via  a  combina/on  of  research  reports  and  how-­‐to   guides,  training  and  development,  consultancy,  face-­‐to-­‐ face  conferences,  forums  and  professional  networking.        14   © 2012 IBM Corporation
  12. 12. 15 © 2012 IBM Corporation

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