Creating a customer experience strategy

Consumer Trends, Social Media, Cloud Technologies.... How are companies cost effectively using technology to help meet these demands?

Company budgets are shrinking, yet there is an increasing demand for providing a far more positive customer experience in today’s social & multi-media environment.  At first glance meeting these demands may seem too expensive, however, by leveraging the latest technologies any orgainisation can reduce total costs and improve the customer service experience.  It just means communicating with consumers the right way at the right time.

Creating a “customer experience strategy”, communicating using the customers preferred media, social or automated methods can reduce costs and drastically improve customer service.  Implementing the right technology will quickly pay for itself and offer organisation wide efficiencies and improvements delivering a very compelling ROI.  But, the right way to communicate with customers is constantly evolving as communications options and consumer expectations change. Everything from online bill payments to self-service ordering, it is all geared towards putting the power back in the hands of consumers.

Consider the following.

Some staggering social media statistics…

• 200 million users access Facebook through their mobile
• 95 million Tweets are posted on Twitter each day
• 250 million users engage with Facebook on external sites
• 65% of companies are deploying at least one enterprise social software tool
• People spend more time on Facebook than any other website

And Mobility

• Sales of Smartphones and Tablets are now greater than all PCs including notebooks
• Android is the #1 OS for mobile platforms with over 350,000 new activations per day

And Video

• More than 24 hours of video is uploaded to YouTube every  minute
• By 2013, over 90% of data traffic will be video
• One third of corporations say they are using video at least once a week

And Virtual

• 60% of server workloads will be virtualised by 2013
• 20% of professional PCs will be managed under a hosted virtual desktop model by 2013

Where is customer communication headed? - Communications are merging!

Customers want a consistent experience, personalised treatment using their channel of choice, at a time that suits them, “one-to-one” communication has becoming a real expectation. Companies that haven’t aligned their different communications channels, will have a fragmented view of the customer and will be unable to deliver a coherent and consistent conversation across the enterprise.

What does all this mean?  How will it impact your current network and infrastructure?

If you are looking to replace your current communications infrastructure, or are completely confused about choosing the right technology for your enterprise, or want to understand how to leverage equipment you already have, then read more here.