Mar 4, 2010
CustomerThink has published a post by ClickFox’s CEO, Marco Pacelli, titled “Get Past the Yes Man.”
It’s every executive’s fear: Their direct reports paint a picture of healthy, high-performance business segments. But in reality, these reports are downplaying the major issues and the executives have no reliable source to give it to ‘em straight.
Getting a complete view of how a customer interacts with a business – online, in retail sites, and through call centers – is one of those executive blind spots, mostly because the rich data that each department measures is locked in organizational and information silos.
Follow this link to see the complete article.
To find out more, join us for our next webinar on March 18th at 1pm EST, featuring Forrester analyst, Bruce Temkin, titled “Understand your Customers as Individuals, Not Individual Transactions”.
Feb 9, 2010
Register NOW!
Understand your Customers as Individuals, Not Individual Transactions – Featuring Bruce Temkin
Thursday, March 18th 1:00 pm EST
Forrester analyst Bruce Temkin estimates that customer experience quality could cause swings of $242 million for a large bank and $184 million for a large retailer, but also notes that one of the biggest challenges to success is a lack of cooperation across the organization. Chances are, you already know how customers interact in stores, on web sites or with call centers, but looking at these interactions independently of each other creates huge ‘blind spots’ resulting in increased operations costs and customer churn. Connecting the dots between service channels delivers a complete picture of customer experience, not just several individual snapshots, for true customer-centric improvement strategies.
Join Bruce Temkin and ClickFox CMO Anna Convery to learn how best-in-class companies are applying a cross-channel approach to customer experience to:
- visualize customer experience across all retail, web, voice self service, and live agent interactions
- apply the appropriate mix of highly efficient, lower cost customer service options
- build a behavioral model for deep analysis into customer paths, trends, and preferences
- understand the direct impact of experiences on CSAT, churn and future buying behavior
- predict and proactively respond to potential churn with highly effective retention strategies
Attendees will hear several powerful case studies illustrating how cross-channel customer experience analytics is delivering multi-million dollar insights and enabling organizations to finally understand their customers as individuals rather than a series of individual transactions.
Register NOW!
You can also watch a replay of our previous webinar with Bruce Temkin, Finding Your Competitive Advantage with Customer Experience Analytics, here.
