For the past several years, digital customer experience has been defined by the term “omni-channel”. However, now that the “wow factor” of the term has worn off, what will omni-channel customer experience look like in 2017 and beyond? Will it still be the defining factor of digital engagement?
Thanksgiving weekend holiday shopping proved to be a quiet event in the stores this year - but not because there was less shopping going on. It seems that more people chose to do their shopping online, thereby avoiding the hectic crowds that are synonymous with Black Friday.
Thanksgiving is just around the corner, and not only are retailers gearing up for their holiday rush, but travel/hospitality brands are preparing for full bookings from Turkey Day to New Year’s. Shoppers will soon be browsing for deals on their phones while going about their Thanksgiving festivities; families will be traveling to be with relatives, all the while depending on their phones for directions, reservations, and customer service.
Smart businesses know that most of their revenue comes from repeat customers because it is much cheaper to keep customers than to acquire them. Gartner reports that about 80% of revenue comes from 20% of existing customers. They further say that the chance of current customers buying again is 60-70% while the likelihood of a new prospect buying is only 5-20%.
By Jessica Langdorf, Director, Digital Engagement Lab, Nuance
Think Big Data analysis is just a bunch of number-crunching? Think again. It’s easy to see how one can use data results to tell a story, but what about telling a story to analyze the data? Brands can breathe human life into a massive collection of complex information by telling a story.
Imagine if you were to watch an hour-long documentary about all of world history from the beginning of time. Impossible, right? That’s what comes to mind when trying to research the history of the insurance industry. It seems so vast that you can only cover its expanse with a few facts. With the chronology of insurance spanning almost the whole of human existence, and its configuration growing just as complex, we’ve condensed the history of insurance down to a few highlights:
Although SMS accounts for less than 1% of inbound interactions, for many companies it is a vital part of proactive outbound customer service, often used as confirmation or reminders. It does not require the customer to own a smartphone, so it is quite a democratic and ubiquitous channel.
Uniquely, social media has taken off as a customer service channel as a result of customer demand, rather than businesses’ enthusiasm for promoting a cheaper service channel. The customer trend has grown so rapidly that, according to Twitter, the number of tweets directed at leading B2C companies grew 2.5 times in a two-year stretch.