Text Based  Process Redesign

Customer experiences can benefit from a data-driven, systems thinking approach to management.  Research points to the following calls to action for customer-centric executives.

 

■ Communicating the link between strong data  practices and improved customer experiences can inspire change across other functions—and increase motivation to share valuable data across the business.

■ Focus on specific applications of  communications using text and visual messaging coupled with automated responses, as well as keyboard based email or text based conceirge services.  Then identify and pursue the subsets of the SNIPER Platform  that will be most valuable to improving customer experiences,  that are sensitive to the customers wants and needs  and preferred their platform for communication  – not what best suits your organisation.  (90% of consumers prefer text above email or a telephone call)    Well thought through and integrated text based communications solutions will not only deliver superior CX but also save significant dollars in people and time.

■ Extend your ecosystem to partner  with developers, suppliers, and even seek more customer inputs to vastly increase your organization’s technology capabilities, access to valuable data, and capacity to quickly respond to customer needs .

■ Data-driven customer experiences depend on more than technology –  they require attention to change management and workforce and workflow  issues—not just in the IT function, but across all aspects  of the business, well done they can change the way customers view your brand and deliver massive savings across the business processes.

■ Communicating the link between strong data  practices and improved customer experiences can inspire change across other functions—and increase motivation to share valuable data across the business.

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