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Tag Archives: Customer experience

Customer web care or social CRM: 4 benefits

by Enrico Pruis, June 13, 2012, 
(330)

Social CRM (http://www NULL.omnichannel NULL.nl/wordpress/wp-content/uploads/2011/09/social-crm NULL.jpg)Last week Mark Smidt posed a question about the use of social media for B2C communication (http://www NULL.omnichannel NULL.nl/?p=1361). I thought it would be interesting to talk about the use of social media not only for communications, but also for customer service. According to a recent Gartner report [...]

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Customer journey and customer needs

by Enrico Pruis, September 22, 2011, 
(99)

customer journey and customer needsCustomer Talk announced (http://www NULL.customertalk NULL.nl/nieuws/id4973-Hinl_ontwikkelt_nieuwe_website_op_basis_klantreis NULL.html) that Hi.nl, the Y-generation telecom brand by KPN has revamped its website (http://www NULL.hi NULL.nl/home NULL.htm) based on customer journey and customer needs.  The key argument was that for the end consumer, the sales and service parts of the website, which [...]

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CRM next best actions: De kracht van voorspellingen en relevante suggesties

by Enrico Pruis, September 2, 2011, 
(30)

  relevante inbound marketing suggesties (http://www NULL.omnichannel NULL.nl/wordpress/wp-content/uploads/2011/09/relevante-inbound-marketing-suggesties NULL.jpg)Ik vind het heel erg plezierig om in een kledingwinkel geholpen te worden door iemand die in de gaten heeft wat mijn smaak is en die mij dus kledingartikelen laat zien, die ik mooi vind, waarnaar ik op dat moment op zoek ben en die bij mij passen. Het is absoluut zinloos om te proberen om mij [...]

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Cross-Channel Integration: A Must for Effective Customer Engagement

by Enrico Pruis, August 31, 2011, 
(75)

cross-channel klantbeleving (http://www NULL.omnichannel NULL.nl/wordpress/wp-content/uploads/2011/08/cross-channel-klantbeleving NULL.jpg)The single-channel customer is dead, long live the cross-channel customer!  I think this should be an urgent wake-up call for marketers, who still try to boost customer engagement relying on multiple-channel campaigns.  In the Age of the Individual,  the well informed, highly independent customer is requiring a seamless consistent brand experience when switching from channel to channel. [...]

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Why does customer experience matter so much?

by Enrico Pruis, August 4, 2011, 
(35)

customer-experienceIn one of my previous posts this week, I briefly elaborated on the impact of achieving a seamless cross-channel customer experience. Ironically, this seems to be both one of the top business pressures and the ultimate dream of modern organizations. A challenge and a goal at the same time…You talk about it, you write about it and you try to achieve it…But [...]

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Cutting-edge cross-channel banking

by Enrico Pruis, August 1, 2011, 
(25)

cross-channel bankingMy explorative journey of the cross-channel trends in the banking world continues with a recently published survey that caught my attention. In the report ‘Key Imperatives for Cross-Channel Banking’ from March 2011 by Aberdeen Group provides fresh insights & valuable statistics on the imperatives of cross-channel banking. The report sheds light upon how banks are actually coordinating sales, marketing, operations & [...]

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Wat staat in de weg van cross-channel banking?

by Enrico Pruis, July 29, 2011, 
(13)

Cross-channel bankingEnkele dagen geleden kwam ik een boeiend stukje tegen over cross-channel in de banking sector. De blogpost is kort maar schetst duidelijk welke obstakels in de weg van de innovatieve cross-channel banking staan. Opvallend genoeg gaat het hierbij minder over de awareness van het nut & noodzaak van cross-channel integratie. De banking wereld lijkt zich langzamerhand te realizeren dat het slechts aanbieden van meerdere [...]

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