The Devil is in the Details- Creating a Personalized Customer Experience
Post on 11-Apr-2017
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The Devil is in the Details:Creating a Personalized Customer Experience
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Key Takeaways
• Shift in customer expectations
• Creating and delivering enriched communications
• Impact of Omni-channel on customer loyalty
• - aff
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
What Is Customer Engagement?
Emotional Connection Between Your Customers and Your Company
#thecxfactor
Optional Slides Follow
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
23
30
2
% profitability improvement
% increase in spending
% retention = 10% cost decrease#thecxfactor
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Rise of the 24/7 Customer
We are now living in an "always-on” world ruled by the mobile experience
#thecxfactor
Optional Slides Follow
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
60
45
% have higher expectations of customer service in last 12 months
% say companies lack of interest in customer sat is the biggest obstacle
#thecxfactor
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.#thecxfactor
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Rethink YourBusiness
• ff
#thecxfactor
Beat the Distraction
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.#thecxfactor
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Companies need to start adapting
Stay relevant or fall behind the competition
#thecxfactor
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
5
65
5
% increase in customer retention increases profits by 25%-95%
% of business comes from existing customers X more to attract a new customer than to keep an existing one #thecxfactor
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Make it Personal!
#thecxfactor
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Tailor your communications
The more you know, the more you can connect on a deeper level…
#thecxfactor
Get the Right Tools
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.#thecxfactor
Leverage yourexisting infrastructure
A good CCM platform integrates with your enterprise core system
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.#thecxfactor
Improve efficiency
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Reduce the number of documents in your systems
#thecxfactor
Cut IT some slack
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Empower your business users to create and edit templates and documents
#thecxfactor
Where They Want! When They Want!
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Know the right channel, the right timing, &the right messaging
#thecxfactor
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Bringing It All Together
#thecxfactor
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
Creating a Personalized Customer Experience
CCM Tools Beat theDistractions
Omni-ChannelPersonalizeRethink YourBusiness
#thecxfactor
Q&A2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
For more info:www.xpertdoc.com/xplor-contact
www.Xpertdoc.com
2016 Proprietary and Confidential to Xpertdoc Technologies Inc. May not be used or distributed without permission.
David SquibbChief Sales & Marketing Officer
P: 1-866-961-9111E: Sales@Xpertdoc.com
Twitter: @David_Squibb
#thecxfactor
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