Are you looking for strategies to better engage your customers in the changing 21st-century?
Are you challenged to increase your understanding of customers' social-empowered and fluid behaviors and preferences to drive top-line growth?
The end customer is defining the nature of their interactions whether buying, for customer care, or for product support. And that interaction is of value – it is no longer something just to be handed off to be dealt with at lowest possible cost – it impacts future business performance and global reputation.
Customer Engagement is a “relationship” – not an interaction – and it’s a combination of “experiences” ...... over time, over different channels, and interfacing with different people. It’s a kaleidoscope of impressions – all of which influence end customer behavior. For client organizations this evolution from contact center to Customer Engagement is a ‘journey’ that will take place over time and will adapt to and incorporate change along the way.
HP’s Customer Engagement Management helps our clients meet their challenges in the dynamic new customer channels that social networks have created and transform the way they deliver great customer experiences across every channel to achieve sustainable business advantage. We have 30,000 agents in 34 countries that speak 51 languages.
We work with our clients on their Customer Engagement strategy, to provide advice and design expertise on analysis of unstructured data to support customer and audience segmentation, on business strategies and workflows to enable the orchestration of the dialogue, and on the “journey”.
Learn more about HP’s CRM Services.
What challenges are you facing in engaging with your customers in the social-empowered environment? How are you using the opportunities presented to gain new insights into customer preferences and behaviors?