Marketing & Customer Service are merging closer and closer in most organizations; as these departments continue to marry & meld together, there are a few things that stay top of mind for executives.
Customer experience is your customers’ perceptions of how the company treats them. These perceptions affect their behaviors and build memories and feelings and may drive their loyalty. In other words: if they like you and continue to like you, they are going to do business with you and recommend you to the others.
And for your customers to like you, you should know them very well to create and deliver personalized experiences that will entice their loyalty. But gaining this in-depth knowledge about customers isn’t something that just happens. It’s about collecting a lot of customers’ data and bring out valuable insights from that data with speed and precision.
The Experience & Loyalty Forum is going to bring together real-world stories, case-studies, best practices and lessons learned as to how organizations are creating positive, engaging experiences; the technologies that tie traditional customer service functions together with new marketing channels; and how utilizing tools, insights and cognitive analytics can create a more loyal customer.