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TOP 10 TRENDS IN CUSTOMER ENGAGEMENT
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TOP 10TRENDSIN CUSTOMERENGAGEMENT

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When Forbes looked at 10 business trends to watch in 2012, customer engagement was a recurring topic. A more intimate understanding of the customer was cited as a key growth driver.1 You can get there with a company-wide approach to customer communications.

Find out how to create a winning customer experience and build customer loyalty utilising Pitney Bowes Software. Call 0800 840 0001 or visit us at pb.com/engage.

TOP TEN TRENDS IN CUSTOMER ENGAGEMENT

10. Digital Migration

9. Automating Correspondence

8. Multichannel Management

7. Targeted Marketing

6. Marketing Automation

5. Platform Standardisation

4. Mobile and Electronic Billing

3. Call Centre Optimisation

2. Customer Experience Management

1. EngageOne™ Communication Suite

1 Forbes, December 26, 2011

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DIGITAL MIGRATIONWhile companies would like to eliminate paper statements, customers are resisting. Leaders understand that it can’t be all-or-nothing; you need flexible options to ensure you can speak to customers in their preferred channel. When you create, manage and deploy content across multiple channels from a single platform, you earn high marks for superlative customer service.

AUTOMATING CORRESPONDENCE

Many organisations still rely on Word templates for customer correspondence and treat the errors associated

with their cut-and-paste manual process as a cost of doing business. New technology has made it easy to

create and deliver interactive documents. Drop-down menus and integrated data feeds support compliance, while centralised templates expedite content updates.

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MULTICHANNEL MANAGEMENTWhen departments communicate in silos, customers receive conflicting, off-brand messages and a disconnected experience. Now you can standardise with enterprise-wide systems that integrate with your core operating system. Individual business units can create, deploy and send out branded communications via print, mail, email, SMS, text and social media to deliver a consistent, positive experience across every touchpoint.

TARGETED MARKETINGCIOs rank dirty, fragmented and inaccessible data as a multi-million pound problem – one

that interferes with cross-sell, upsell and retention efforts. Today, marketers are taking a more active role in

customer data quality, leveraging customer intelligence to craft personalised, timely and relevant messages based on sophisticated insights. Now you can focus efforts on persuadable segments and drop marketing costs 40%.

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MARKETING AUTOMATIONThe days of designing for specific channels and campaigns are over. Now you can optimise content for every channel including print, email, Web, SMS and smartphone, through a single platform. And automatically deploy according to customer preferences using rules-based decisioning and predictive analytics. As you engage customers with personalised communications and relevant transpromo messages, satisfaction increases.

PLATFORM STANDARDISATION

Some organisations rely on five, ten or even fifteen platforms to manage customer communication, which leads

to inconsistencies and redundant efforts. Market leaders are moving to multi-purpose communication platforms that

make it easier to speak to customers in a unified voice, even when communications are created by different

departments, product lines or channels.

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MOBILE AND ELECTRONIC BILLINGCustomers want companies to cater to their preferences, such as mail my statement or text my overdraft notice. With multichannel delivery integrated with your core systems, multichannel billing is easy. Bill payment is automated, lowering the cost of delivery across channels. So today’s trend is for a customer’s Web experience to mirror their offline experience, with all communication channels integrated.

CALL CENTRE OPTIMISATIONEvery interaction represents an opportunity to strengthen

relationships, and today more companies are finding ways to turn call centres into profit centres. A 360º

customer view, with real-time access to documents and communications, increases productivity and response time. Predictive analytics can pinpoint the best next action based

on the call context and boost responses to cross-sell offers.

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CUSTOMER EXPERIENCE MANAGEMENTInstead of counting on the heroic efforts of individuals, leading organisations design workflows that ensure a replicable, consistent customer experience happens routinely. Now you can cost-effectively manage, measure and monitor customer communications at every touchpoint, changing processes and approaches to drive satisfaction and loyalty.

ENGAGEONE COMMUNICATION SUITE

Increasingly, businesses are choosing the EngageOne™ Communication Suite from Pitney Bowes Software – the only

scalable, company-wide communication engine that makes it easy to engage customers across every channel with

relevant, cost-effective, relationship-building connections.

Discover how you can unify customer communications across your organisation, connect with customers on any platform and transform every touchpoint into a two-way dialogue

See how organisations like yours are taking their customer communications to the next level at pb.com/engage. Visit us today and receive the latest CCM Report from Forrester Research.

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Pitney Bowes Software Inc. is a wholly-owned subsidiary of Pitney Bowes Inc. Pitney Bowes, EngageOne and the Corporate logo are registered trademarks of Pitney Bowes Inc. or a subsidiary. All other trademarks are the property of their respective owners. © 2012 Pitney Bowes Software Inc. All rights reserved.

For more information about Customer Communication Management from Pitney Bowes Software call 0800 840 0001 or visit us at pb.com/engage

UNITED STATES

800.327.8627

[email protected]

CANADA

800.327.8627

[email protected]

EUROPE/UNITED KINGDOM

+44 800 840 0001

[email protected]

ASIA PACIFIC/AUSTRALIA

+61.2.9437.6255

[email protected]

[email protected]


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