The cost of disjointed data on the customer experience

By Morgane Palomares

Published December 29, 2016
Last modified December 29, 2016

Disjointed data too often means a disjointed customer experience. Many retailers are struggling to get by with home-grown customer analytics tools that don’t track the right data or offer relevant insight into customer satisfaction or experience. Customer service must harness the power of emerging tools to meet consumer expectations of outstanding customer service. Measuring and managing the customer experience across multiple channels is critical if you want to build successful customer relationships.

To offer the best to your customers, you need the right tools and analytics. A recent global survey by IDC sheds light on how customer service impacts every retailer’s bottom line. The findings reinforce the importance of utilizing the right technology tools to provide excellent customer service.

Unfortunately, if you don't measure the entire integrated experience you won't know if you are delivering it and won’t be able to improve. Retailers must adopt an integrated system that organizes metrics in a way that supports a cohesive customer experience. Capturing and managing customer data is just the first step: the key to success is gaining insights quickly and getting that information out to your service reps quickly, in a way they can understand, across multiple channels.

Simply put, to compete in today’s marketplace, retailers need to make customer data available to their agents in an easy, consumable way so they can serve their customers better than the competition.

To learn more, download “Customer Service’s Role in Creating Excellent Customer Experiences” whitepaper.

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