customer experience through digital marketing
TRANSCRIPT
Enriching
Customer Experience through Digital Marketing
The New age CX 3.0
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When Do Customers Engage with a Brand?
Customer Experience is Top of Mind
of executives say improving their customer’s experience is one of their top three priorities in the next two years.
Customer Experience Objective93%
91% nearly all businesses wish to be considered the CX leader in their industry
Source: Global Insights on Succeeding in the Customer Experience Era, 2013
20%of annual revenue estimated to be lost for failing to deliver a positive CX
Achieve Sustainable Business Growth & Profit
CX = A + R + E
INCREASE BRAND EQUITY
INCREASEMARKET SHARE
INCREASE SHARE OF WALLET
DRIVE LOYALTY
DRIVE ADVOCACY
INCREASE ROIC / EVA
INCREASE PRODUCTIVITY
DECREASE COST OF OPERATIONS
RETENTION (MONETIZE RELATIONSHIPS)
ACQUISITION (INCREASE SALES)
EFFICIENCY (LEVERAGE INVESTMENTS)
GENERATE MOREOPPORTUNITIES
WCXM
Digital Marketing
Mobile
DAM
CRM
Call Centers& Kiosks
Analytics & Optimization
Profiling &Personalization
SocialIntelligence
eCommerce
CXM
The Digi-ffect
Voice
SMS
Mobile Apps
Chat
Online Self Service
IVR
Social Media
Video Chat
Website
DIGITAL
Voice
SMS
Mobile Apps
Chat
Online Self Service
IVR
Social Media
Video Chat
Website
DIG ITAL
Voice
SMS
Mobile Apps
Chat
Online Self Service
IVR
Social Media
Video Chat
Website
DIGITAL
Voice
SMS
Mobile Apps
Chat
Online Self Service
IVR
Social Media
Video Chat
Website
DIGITAL
Voice
SMS
Mobile Apps
Chat
Online Self Service
IVR
Social Media
Video Chat
Website
DIGITAL
Voice
SMS
Mobile Apps
Chat
Online Self Service
IVR
Social Media
Video Chat
Website
DIG ITALL
Voice
SMS
Mobile Apps
Chat
Online Self Service
IVR
Social Media
Video Chat
Website
DIG ITALL
Voice
SMS
Mobile Apps
Chat
Online Self Service
IVR
Social Media
Video Chat
Website
DIG IT ALL
Enabling the Optimized
Consumer Journey…
with clear objectives in mind
Revenue generation and optimization
Customer Experience – with NPS/RTF measure of loyalty
Availability – Always open
Ease of doing business – How the customer prefers
Brand management across consumer channels
Business and cost transformation
Enabling the Optimized Consumer Journey… with clear objectives in mind
How DIG IT ALL worksStrategy Attract Convert Engage Retain
Digital Strategy & Consulting
Digital CampaignsSocial Care /
Command Center
Digital Marketing Strategy
Content Strategy
Social Media Strategy (SMM)
E-Commerce Strategy
Mobile Strategy
Search Marketing Strategy(SEO, SEM)
Campaign Strategy, Design & Development
Campaign Performance Measurement
Social Media Campaigns
Customer Profiling for Campaigns
Campaign Analysis & Reports
Multi-Source Data Management
Online Reputation Management
Customer Service
Engagement Opportunity Mining
Insights, Analysis & Reports
Competition Tracking
Let’s
DIG IT ALL
