Some of you may be old enough to remember when most folks shopped locally. Store clerks knew you by name and asked about your family. They knew exactly what you liked or frequently purchased. The clerks took pleasure—and their time—in helping you get what you wanted.
With cloud computing adoption steadily on the rise, many organizations have instigated a “cloud first” strategy to prefer cloud-based solutions to on-premise data and applications. But such an architectural overhaul demands more than a mere managerial mandate; it requires a holistic strategy in order to maximize the full value of the cloud.
Originally developed to help companies streamline, if not to altogether automate, transactional printing, CCM (customer communication management) has matured over the nearly 40 years since its inception. Today, the shift in automated communications continues from print to digital channels. This transition is no longer being driven by cost-saving initiatives cloaked in environmental stewardship, but rather by CX (customer experience) strategy and technology, data and analytics evaluation, and mobile device proliferation.
Customers no longer have to drive to brick and mortar stores as often. They’re online interacting with multiple platforms. The challenge for many businesses is in balancing the need for meeting customer demand with profitability, where digital transformation puts businesses ahead of the game.
There's a good chance that you customers are frustrated with your customer service channels. Don’t panic. Here’s what you need to know—and do—about it.
Companies like GetResponse and Mailchimp regularly benchmark their customers’ email and social marketing campaigns. The results show a steady increase in mobile (smartphone and tablet) content consumption.