360 Degree  VIEW OF THE CUSTOMER

Become a customer-centric business

Problem Customers don’t feel understood by businesses

Problem Businesses have divisions, and different lines of business and systems are disconnected.

Problem There is a disconnect between how businesses see us and we see them.

Consumer Buying Process Each touch point is an opportunity for the company to meet demands or exceed expectations.

The Process

Call CenterOnlineOnlineSalesOnlineAdvertising

See an ad on TV for

a new phone.

Perform a search

and visit a mobile

carrier ’s website.

Search for products

and pricing.

Visit a store, talk to

sales reps, demo a

few phones.

Purchase the phone.

Set up online

account. Could

include automatic

payments.

Phone starts having

trouble. Visit website

and read support

documents. Can’t

find help.

Advertising Online Sales Online Online

Phone starts having

trouble. Visit website

and read support

documents. Can’t

find help.

Call Center

Channels and Departments Affected

Advertising

Sales

Online

Support

Social

Online/Web

Social

SEMMobile

Billing

Email

In-Store

What if?

When you called the call center they already knew what your problem was because of the support documents you read on their website.

When you called the call center they already knew what your problem was because of the support documents you read on their website.

What if they already knew this was a common problem that drove a lot of calls, and updated their content on the website in the first place.

Solution Understand Your Customer From The Start

Consider Ask Yourself the Following

ONLINE What web pages do consumers visit before they call the 1-800

number?

1

CONSUMER BEHAVIOR Are there behaviors or patterns that occur before a customer

closes their account?

2

SOCIAL MEDIA Do social features change behavior? Increase engagement or

loyalty?

3

MARKETING Do particular types of email marketing drive in-store behavior

versus online?

4

Solution 360 Degree View of Analytics

Integrated

Technology

Data

New Analytics

Technology

Become Customer-centric

Become Customer-centric

Connect the data and build one single view of the customer.

Become Customer-centric

Connect the data and build one single view of the customer. Build a customer-centric culture and organization.

Become Customer-centric

Connect the data and build one single view of the customer. Build a customer-centric culture and organization. Break down the barriers that keep business systems and divisions divided.

Predictive analytics allow businesses to connect with individual consumers and create a better user experience.

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