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Donnerstag, 23. Februar 2012

[EN] Customer Experience Management: The Key to Web Strategy in 2012

Customer experience is channel agnostic. In other words customers engage with a business in a variety of ways such as face-to-face, by phone and online — be it on a business website, social media or a mobile device.
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Using the latest web analytics tools to monitor web activity, including social media, mobile web, e-Marketing, e-Commerce, online customer service, etc. will enable an organization to build a better picture of what is happening. If you cannot measure it, how do you improve it? With an understanding of what is happening, businesses will be in a position to deliver excellent customer experience which will lead to long term profitability and ROI.
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Customer loyalty is diluted by channel proliferation. A unifying channel strategy (websites, mobile, social media, etc.) can address this, ensure consistency and earn individual’s trust by delivering personalized content.

Great statements on Customer Experience Management!

Posted from Digital naiv - Stefan63's Blog

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