We have entered an era of customer empowerment driven by internet user growth, social media adoption, rapid commoditization and increasing competition. With this empowerment has come expectation. Customers have never been so willing to drop a supplier on the basis of one poor experience, and then tell as many people as they can. With the penetration of social networks into the workplace, this increasingly applies as equally to B2B as B2C commerce.
Customer Experience is therefore becoming a critical competitive battleground as it remains one of the few differentiators that are still hard to copy from a competitor, so innovation and investment can give a real competitive advantage. By setting expectations with customers and delivering the intended experience in a repeatable way across digital, voice and face to face channels, organizations can improve satisfaction, loyalty and advocacy – which, in turn, improves short-term and long-term profitability in the private sector, and adds value in the public sector.
Turning CRM investments into key enablers for improving Customer Experience is one of the major challenges facing CxOs today.
Below diagram shows aspects that all add up to create overall Customer Experience. Outbox offers implementation services of world-class IT solutions that address these aspects. Please follow links to find out more about each solution.
Partnering with all leading technology suppliers we support our clients to make proper selection of tools that clearly address needs and drive to achieve highest possible ROI.