SigmaWay Blog

A long-term customer experience (CX) strategy is built in the entire organization because the strong correlation between customer experience and financial returns is seen. This involves redesigning. The first step to delivering an enhanced customer experience is to bring these various systems and data of customer experience together. Here are some fundamental approaches which need to be further enhanced to building a simple, integrated stack with Contact Center, CRM and e-commerce systems. The first being clean split, contact center systems handle routing and interactions whereas e-commerce and CRM systems bring transaction data and profile/customer journey data. Now the digital divide wherein Contact Center systems and CRM bring in engagement data - Contact Center handles all voice interactions and CRM handles digital interactions whereas e-commerce brings in transaction data. Lastly pragmatic beginning in which CRM is the only system of engagement for limited digital channels, such as email and chat while e-commerce brings in transaction data. Read more at: http://www.incontact.com/blog/tech-stack-deliver-enhanced-customer-experience/

It has been evident that a great customer experience is one of the signs of a healthy business model. Machine Learning and Data Analytics are playing a fundamental role in building consumer intelligence systems. It is important to capture data and there is no single magic source to collect data. Telecoms are making billions by selling data. You need to ensure that the data is relevant to business. Once you have the right data, you are ready to model, design and engineer and deploy your 360-degree customer view platform and achieve the enhance customer experience for your organization.

You can read more at: http://www.datasciencecentral.com/m/blogpost?id=6448529%3ABlogPost%3A508502

Many a times start-ups fail due to internal communication problems or lack of knowledge on work processes. Here customer relationship management (CRM) systems have an important role to play to manage and promote early growth of the businesses. Here are a few advantages of a CRM system for a start-up business:-

1. Access to automation process by an integrated CRM system saves time and money.

2. CRM is a beneficial tool for marketing as it can handle email marketing communications, following up with sales leads and continuing to promote the messages of the business.

3. CRM enables to tailor the data and make meaningful analysis for the businesses.

4. CRM provides a personalised first-class customer experience that makes a start-up unique from others.

To continue the business in the long run it is very important to have a service system that provides automation process, stores customer information and improves marketing efforts.

To read more follow: - http://it.toolbox.com/blogs/insidecrm/4-reasons-crm-systems-work-for-startups-74141

The internet makes the world a small place. It brings everybody and everything closer and helps in communication. Customer Relationship Management or CRM as we call it is getting revolutionized by the Internet of Things (IoT). They are now being able to access data from IoT to enhance customer experience and improve services. Companies are able to shift strategies, change decisions in a flick of a second, because all information is now available at the tip of their finger. Read more at: http://it.toolbox.com/blogs/insidecrm/crm-joins-the-internet-of-things-73690

Advertisement program has been changed a lot from past years. Social media is the main advertisement platform. For social media, Salesforce is the foundation for managing customer relationships in the cloud, boasting a suite of solutions that helps users track customer journeys and deliver personalized, unique marketing experiences. Here are four ways to harness the power of Salesforce's CRM data to better personalize and customize customer experience: developing a journey map, build a beautifully-designed and user friendly website, use email to communicate with the customers, give product recommendations. Read more at: http://www.cmswire.com/customer-experience/4-ways-to-harness-salesforce-data-for-marketing-power/

Customer experience is important as it influences the buyer's choice. In a research, it was found that for 80% of B2B buyers surveyed, customer experience counted as the most important reason why they chose to work with a specific provider over another. In other words, approximately 80% of marketing and sales investments are going towards 20% of the buying decision. Read more about the right approach of buying decision at: http://www.business2community.com/customer-experience/use-buyer-persona-research-improve-b2b-customer-experience-01564449#PfeXePgSvKqMbuh0.97

Predictive analytics incorporate an assortment of measurable strategies from predictive modelling, machine learning and data mining that investigate present and chronicled certainties to make forecasts about the future. There are numerous components that show churn: drops in item utilization, debasing assessment in client communications. But the issue is predictive analytics depend on complex models that consider numerous "variables" that could possibly be independent. Key steps that can make client progress with prescient examination: 1. Quit attempting to rethink the whole. 2. Understand that it is just an expectation, not an assurance. 3. Move from imagining a scenario where to what's next. 4. Make it an agreeable, shut learning circle. For more read: http://www.cmswire.com/analytics/leveraging-the-power-of-predictive-analytics-to-control-churn/

Machine learning goes a stage past big data analytics, where machines utilize calculations to adjust and gain from past encounters. In the client experience domain, machine learning permits new information about client knowledge to be enhanced as new information is added to the models. Examples of innovative machine learning applications in use today, i.e. tracking and maintaining customer profile data, hospitals use machine learning models to incorporate factors. Machine learning stages are presently broadly accessible which give demonstrated instruments to help the standard engineer group assemble information rich applications. For more read: http://www.hpcwire.com/solution_content/using-machine-learning-enhance-customer-experience/

Customer experience is the new buzzword in today's business world. Cloud technology is changing the way prospects and customer research and thus simplifying purchase decisions. Speed and agility are important for any business to survive. Business houses must be competent enough to fulfil customer demand. Ryan Thomas (Valued contributor of Business2community.com) writes about some tips that will help create winning customer success best practices: Utilize a Revenue Lifecycle Management (RLM) framework and maturity model to benchmark where you are today, create a customer journey map, continuously innovate to improve products, and Consult with post-sale customer engagement experts. Read more at: http://www.business2community.com/customer-experience/5-tips-evolve-customer-success-best-practices-01548139#cJxoiuQAzeaj7wWP.97

Rapid development in robotics may lead automation in contact centers all over the world. Humans are still considered as the most critical part of good customer experience, but according to experts recent development in robotics will soon become enough smart to answer any type of analytical queries. But such automation process may not prove so effective in case of buying behavior of customers because that demands more grasp in communication skill and knowledge in language. A customer may prefer the ease, comfort and simplicity of technology which cannot be delivered by the robot, although they can be designed with millions of information and complicated critical reasoning skill. So there is a scope of continuous development by learning from mistakes and thus automated answering system can be efficient, fast and accurate to minimize customer complaints.

To read, follow: : http://www.forbes.com/sites/blakemorgan/2016/02/16/the-economist-predicts-robots-will-replace-contact-centers/#79b8d3f56834

The most dynamic aspect in market is Customer. It is important for businesses to focus on customer experience. For this, not only offline experience works but digital experience is also equally important. To retain your customer and to build the brand, businesses need to think strategically:

• ·         No need to worry about price, since 56% of customers pay more to get better customer services, and are willing to pay upto 30%.
• ·          Make your website more informative and easy to access. Website is more a communication channel and not only a showroom.
• ·         Social media is ruled by customers, not marketers. Marketers need to connect with customers through social media not only for promotion but to get feedback, to get back to them as earlier as possible.
• ·         Personalization is everything. Give more personalized experience to your prospects and customers.

 We can say that marketer need to give a perfect mix, either it is offline or online experience for the customers. To know more go through the given link: http://www.cmswire.com/customer-experience/create-memorable-customer-experiences-with-these-strategies/

Digital Transformation has brought a lot of advantages as well as challenges. In the race where everyone is rushing to get digital, customer experience holds the highest priority. Digitization not only affects the internal working structure of the organization, but also affects the customers of the company. Digitization is taking place in every sector. So those who keep themselves isolated from this will be marginalized completely. With the expense of mobile technology, users are getting very comfortable with remote control. The daily access to the digital world has brought a huge change in the customer behavior, so the digital strategy of an organization must be comprehensive. To improve the customer experience, all the departments must be working together. Moreover more the digitization, higher the amount of data. Data must be from the various departments must be integrated through a good communication channel. Read more about it in the article written at: http://blogs.adobe.com/digitaleurope/digital-marketing/pac-study-customer-experience-in-the-digital-age/

If customer experience is better then only customer will be loyal to the brand and according to many surveys, customer experience improves sales. Thus, investing in improving customer experience is not typically an investment, but a sales opportunity. It becomes more important in case of online websites as there are a limited number of interactions to impress the customer. Word-of-mouth is a significant and cheapest source of marketing that directly affect the targeted audience. This reputation of a firm is affected by a customer’s experience. So to conclude, improved customer experience will result in improved sales, better reputation and loyal customers. Read more at: http://www.business2community.com/customer-experience/invest-improving-customer-experience-01418769#WJErvfXdbvlskeWL.97

Nowadays, Marketers are re-examining the role of TV advertisement in digital age for making budget modification, as very few are tuning in TV to watch your ads. The number of Youtube viewers are increasing marketers are blending it and new viewing trends to learn new ways of drawing customers. The first driver of Youtube visitors is it  variety of content such are mash-up of memorable events, movies trailers etc. This has lead many personalities to entertain online which are rather becoming more famous among viewers according to a survey. Secondly, Youtube is gaining respect in media industry as it garners credibility to views as reach metrics Third drivers has to be the cord- cutting movement as people are purchasing digital programs instead of cable or satellite which offers them the flexibility of when and what to watch along with engaging in their other important business simultaneously. Moreover, these viewers preference offers analytics opportunities to understand the changing trends in peoples preferences. Read more at :- http://www.cmswire.com/digital-experience/are-you-really-reaching-customers-with-tv-ads/

Unprecedented growth of e-commerce industry, has given marketers a hard time to acquire and retain shoppers. The retailers need to have the right insight in collecting analyzing data as well determining the actions that will resonate with consumers and deliver best experience. 1) Marketers need to have a long sighted approach towards consumer lifecycle and tactics within their acquisition. It helps in identifying the consumer goal from specific interaction and what this long term engagement will offer to shoppers. 2) The shoppers needs to develop the capability to anticipate shoppers actions and to do marketers must learns individuals likes and dislikes, their interests and most of all be able to discern individuals intent from collected rationalized data. 3) E-Commerce brand should use ensure that their data must be collected from each interaction and across every touch point to create one cohesive customer experience. Lack of persistent communication within various interaction units hurts the data aggregation and analysis. Read more at: http://www.cmswire.com/digital-marketing/keep-one-step-ahead-of-your-e-commerce-competition/

Retailers face hectic flurry for organizing and planning for big sales, poor inventory management system can sabotage your sales even with great customer services. Negligence may lead to small discrepancies such as colour, sizes which can destroy customer relationship and cost valuable revenue. Accurate and timely delivery requiring effective management of omni-channel system is crucial for customer satisfaction beyond friendly services. Small to medium business should focus on mobile access, real time access of disparate data, sales forecasting and product management for prior inventory. Delay in information and updates of innovated products and services will lead to disrupt business as it leads to unrealistic promises which can’t be completed in time window. Your need to empower your sales person with latest technologies and real time inventory information. Delivering products to customer on time is as sales, when investing in newer solution, its important to plan for short and mid-term growth. Changing inventory multiple times would cost resources, but will be necessary if you fail to take proper decision now. Read more at:- http://www.cmswire.com/customer-experience/dont-leave-customers-empty-handed/

Customers are delighted to get gifts for companies. But, some companies fail to do so in a consistent manner. Companies might begin with good intentions, but sometimes they lose their way. Jake Sorofman (a former CMO), writes in his blog how companies sometimes fail to keep consistency. For more information, visit: http://blogs.gartner.com/jake-sorofman/in-customer-experience-consistency-is-the-new-delight/

Restaurant businesses have become very difficult to handle recently due to decreased margins, rising costs and ever growing competition. Effectively controlling these variables using modern tools can help the business grow in the right direction. The new tools used in this industry are solving the problems vastly in a cheaper method. Using the tools to their highest potential can give amazing results. • Obtaining customers: the primary goal is to obtain maximum customers so that the restaurant business can flourish and can reap more benefits as well.
• Prioritizing the customer: the customer should always be the first priority for any industry so that the business can maintain its reputation by making sure none of the customers have to wait for their preferences.
• Seamless transactions: a smooth and positive customer experience can be enhanced only by accurately ensuring that no customer has to wait longer for the bill or food and time is not wasted in any way.
• Smart supply: supply should meet demand and the customers should consume all that is ordered to make sure benefits derived are maximum.
• Efficient workforce management: employees define the business and managing them efficiently can help the business maintain its functional peaks.
Customers are why the business exists and hence keeping them happy should be the sole purpose. Such tools can help solve all the problems and acquire maximum gains from it.
Read more at: http://www.smartdatacollective.com/peterdavidson/330482/5-best-management-tools-help-your-restaurant-business

There is always some problem of coordination and mismatch between the sales, marketing and service sector. The customer is often dissatisfied with the various approaches of all the sectors which don’t get aligned to some particular information. So to deliver the best experience there is a need of smooth mechanism between the sectors for better communication and to share the same goal with others. The key to achieve the desired goal lies in cooperating and collaborating with each other. The natural workflow must go on in order to run the organization. But there is a need of collaboration for making out decisions, to manage the system and to solve the project with the collaborative tools. The team members should know the metrics and the prime indicators for the organization which will ultimately lead to the desired objective. There is always a need for a hand to hand practice or a parallel system which will lead to proper customer experience and mutual benefit.

Read more at – http://www.business2community.com/customer-experience/aligning-sales-marketing-service-for-a-seamless-customer-experience-01278273

The Internet Of Things (IOT) ) affects the way in which the enterprises interact with their customers. With the sole motive of customer satisfaction, it is crucial to note how the future would appear for the customers and the best ways of satisfying them and they are as follows:

• It is recommended to go for smooth transformation of customer experience and provide the customer with maximum profit. Focus groups and customer feedback helps to maintain it.
• Usually customers take time to embrace new technology and hence provision of information would facilitate easy usage.
• The platform is also important because a big platform can destroy a customer experience and relationship.
• It is necessary to get initials and continuous stakeholders as they will generate speed into the project.                                                                   

Read more at: https://channels.theinnovationenterprise.com/articles/7667-planning-for-a-future-state