Database Reference
In-Depth Information
9.1.1.2 Own the Customer's Total Experience
The following are some of the steps involved with this strategy pattern:
Deliver a consistent, high-value, and enriching experience : The company's branding should
include not only the product or the service but also the actual experience of using them.
Value customer's time and convenience : This involves focusing on the customer's convenience for
locating, selecting, evaluating, and ordering for the company's offerings, rather than the con-
venience of the company or its partners for manufacturing, distributing, and delivering them.
Partner for delivering consistent quality and service : The customer, especially repeat custom-
ers, should be assured of and be able to avail of the same seamless experience whenever or
wherever they chose to opt for the company's offerings.
Personalize and celebrate the customer's individuality : This involves leveraging on the informa-
tion from the customer directly or from the customer's profile to tailor the customers experi-
ence to suit their preferences and expectations. This may be related with the look and feel,
navigation, types of products, range of prices, special options, and so on.
Give customers control over their experience : This involves enabling customers the flexibility to
customize even the personalization factors dynamically:
9.1.1. 2 .1 Deliver Personalized Ser vice
Some of the steps involved with this strategy pattern are to
Enable customers to specify and modify their profiles
Customize information presentation and offers based on customer's profiles
Provide appropriate service and information based on customer's needs
Give access to their transaction histories
9.1.1.2.2 Deliver a Seamless Customer Experience
across Channels and Touch Points
Some of the steps involved with this strategy pattern are to
Create a multi-touch point strategy
Deal with channel conflict
Integrate channel partners
Share customer information
9.1.1.2.3 Provide a 360-Degree View of the Customer Relationship
Some of the steps involved with this strategy pattern are the following:
Provide one-stop shopping for the customer to enable them to access information, perform
transactions, and request service across all the product lines from your organizations.
Improve the company's memory about the customer's interactions with the company by con-
solidating all the information about each customer's account and relationship in one single,
easily accessible place. The company must support and encourage sharing of information.
Search WWH ::




Custom Search