WEDNESDAY, JUNE 3 2009
11:00am PT / 2:00pm ET / 8:00pm CET
CUSTOMER EXPERIENCE MANAGEMENT (CEM)
AND FEEDBACK MANAGEMENT
In a challenging economy a company must focus on customer retention by building valuable customer relationships. To do this, a company must consistently deliver positive customer experiences across multiple channels. Sound complicated? It’s not. A company simply needs to understand its customers’ attitudinal and behavioral information. Some of this information can be gleaned simply by asking customers. Observing and analyzing customers’ behaviors (i.e. how they interact with your company’s Web site or contact center) can reveal additional insight. When this valuable customer data is captured, a company can use it to deliver customer experiences that are tailored to customers’ specific needs.
Join Cincom Systems, QuestBack, and Tealeaf in a roundtable discussion, covering three different strategies to improve customer experiences. In this Webinar you will learn ways to:
- Know the voice of your customers
- Provide agents with immediate access to all relevant customer information
- Improve customer reporting and analytics
- Minimize escalations with more informed customer service
- Reduce customer disputes with indisputable online interaction records
- Cut costs and complexity of customer interactions
- Increase customer satisfaction, loyalty, and advocacy
- Improve conversion rates and increase online sales
- Gain deeper insight into your customer’s online experience providing you the ability to proactively address web site issues and obstacles
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