Customer Experience through Digital Marketing

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    17-Jul-2015

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PowerPoint Presentation

Enriching

Customer Experience

through Digital Marketing

The New age CX 3.0

The new age customer seeks new age experiences and has new age expectations!

He likes everything personalized, prioritized and placed on a platter.

In short, he seeks a One-Click experience.

2

Buy

Change

Modify

Transaction

Experiences

Fix

Cancel

Experiences

Buy

Cancel

Change

Cancel

Transaction

Experiences

Fix

Modify

Cancel

When Do Customers Engage with a Brand?

Customers primarily engage with a brand in these many scenarios and expect brand to be available at any given point of requirement with an instant solution.

3

Customer Experience is Top of Mind

of executives say improving their customers experience is one of their top three priorities in the next two years.

Customer Experience Objective

93%

91%

nearly all businesses wish to be considered the CX leader in their industry

Source: Global Insights on Succeeding in the Customer Experience Era, 2013

20%

of annual revenue estimated to be lost for failing to deliver a positive CX

Customer Experience is the need of the hour.

A sustainable business strategy will thrive on CX.

All business activities and functions will revolve around achieving the ultimate CX.

From customer acquisition to business differentiation, a satisfied customer will play a key role in establishing brand recall.

4

Achieve Sustainable Business Growth & Profit

CX = A + R + E

INCREASE

BRAND EQUITY

INCREASEMARKET SHARE

INCREASE SHARE

OF WALLET

DRIVE

LOYALTY

DRIVE ADVOCACY

INCREASE

ROIC / EVA

INCREASE PRODUCTIVITY

DECREASE

COST OF OPERATIONS

RETENTION

(MONETIZE RELATIONSHIPS)

ACQUISITION

(INCREASE SALES)

EFFICIENCY

(LEVERAGE INVESTMENTS)

GENERATE MOREOPPORTUNITIES

This is the winning formula for brands to reach the pinnacle of effective CX.

5

WCXM

Digital

Marketing

Mobile

DAM

CRM

Call Centers

& Kiosks

Analytics &

Optimization

Profiling &

Personalization

Social

Intelligence

eCommerce

CXM

Just like musicians work in sync to create a symphony that brings out the perfect orchestra, likewise, uniformed and intelligent presence on these digital touch-points will help any brand to achieve a seamlessly integrated CX.

6

The Digi-ffect

In todays time and age where information is transferred at a rocket speed, and responses to the information is even faster and promptdigital becomes the first choice to enhance customer experience for any brand.

Digital plays a crucial role in building a strong CX.

7

Digital is driving the new wave of CX.

With the advanced expansion of digital mediums and platforms, not utilizing these would be missing business opportunities.

10 billion mobile subscribers

300 billion internet enabled televisions

63% of shoppers download retail apps

Global smartphones will reach 2 billion

8

The customer is the focal point for all business activities.

With the help of CX, businesses can be present where the demand originates.

Through multi-channel digital marketing, customers are reached out to.

Demand is identified and accordingly, services are broadcasted through digital media.

Digital Marketing and sales channels enable Customer Engagement (Websites, Marketing Automation, Customer Database/CRM, Ecommerce, Data Systems)

Through Digital, businesses become an integral part of a customers life cycle.

9

Voice

SMS

Mobile Apps

Chat

Email

Online Self Service

IVR

Social Media

Video

Chat

Website

DIGITAL

Unified Customer Experience Strategy

10

Unified Customer Experience Strategy

Voice

SMS

Mobile Apps

Chat

Email

Online Self Service

IVR

Social Media

Video

Chat

Website

DIG

ITAL

Unified Customer Experience Strategy

Voice

SMS

Mobile Apps

Chat

Email

Online Self Service

IVR

Social Media

Video

Chat

Website

DIG

ITAL

Unified Customer Experience Strategy

Voice

SMS

Mobile Apps

Chat

Email

Online Self Service

IVR

Social Media

Video

Chat

Website

DIG

IT

AL

Unified Customer Experience Strategy

Voice

SMS

Mobile Apps

Chat

Email

Online Self Service

IVR

Social Media

Video

Chat

Website

DIG

IT

AL

Unified Customer Experience Strategy

Voice

SMS

Mobile Apps

Chat

Email

Online Self Service

IVR

Social Media

Video

Chat

Website

DIG

IT

ALL

Unified Customer Experience Strategy

Voice

SMS

Mobile Apps

Chat

Email

Online Self Service

IVR

Social Media

Video

Chat

Website

DIG

IT

ALL

With a variety of customers, devices and platforms, it is vital for a business to be omnipresent.

Once this is achieved, the next step is to provide a uniform multi-channel experience.

This can be easily accomplished by Dig-It-All.

16

Unified Customer Experience Strategy

Voice

SMS

Mobile Apps

Chat

Email

Online Self Service

IVR

Social Media

Video

Chat

Website

DIG

IT

ALL

Enabling the Optimized

Consumer Journey

with clear objectives in mind

Revenue generation and optimization

Customer Experience with NPS/RTF measure of loyalty

Availability Always open

Ease of doing business How the customer prefers

Brand management across consumer channels

Business and cost transformation

Enabling the Optimized

Consumer Journey

with clear objectives in mind

What can a business expect from the Dig-It-All approach?

Dig-It-All enables:

Revenue Generation

Ultimate Customer Experience

Round-the-clock Availability

Ease of Business

Multi-Channel Brand Management

Cost Efficient Business Transformation

17

How DIG IT ALL works

Strategy

Attract

Convert

Engage

Retain

Digital Strategy

& Consulting

Digital Campaigns

Social Care /

Command Center

Digital Marketing Strategy

Content Strategy

Social Media Strategy (SMM)

E-Commerce Strategy

Mobile Strategy

Search Marketing Strategy

(SEO, SEM)

Campaign Strategy,

Design & Development

Campaign Performance Measurement

Social Media Campaigns

Customer Profiling for Campaigns

Campaign Analysis & Reports

Multi-Source

Data Management

Online Reputation Management

Customer Service

Engagement Opportunity Mining

Insights, Analysis & Reports

Competition Tracking

How does the Dig-It-All approach work?

This approach features a layered professional business strategy.

A plan is created according to business objectives.

A strategy is created to attract the target audience.

The target audience is successfully converted into a loyal customer.

With various digital activities, customer engagement takes place.

With great Customer Experience, the customer is retained.

18

Lets

DIG

IT

ALL

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