Mastering the Multichannel Approach to Loyalty

Building customer loyalty starts with understanding who your best customers are, then delivering a superior, and consistent experience to them wherever they want to engage with you.

In this on demand 1to1 Webinar, industry thought leader Don Peppers, Founding Partner, Peppers & Rogers Group and Kevin Colosimo, Senior Director, CRM Product Strategy, Marketing and Loyalty Solutions for Oracle, discuss how companies should treat their best customers to grow long-term value and create enthusiastic advocates.

They explain how you can use customer insight to establish a common understanding of customers across the enterprise, enabling a more relevant and consistent experience across all interaction channels.

Our experts help attendees:

• Harness customer insight: Retention and loyalty efforts start with understanding customers' needs, behaviors, and value. Companies need to know the difference between data versus insight, but most important, how to harness that insight in order to best serve and retain them. It is important to provide this critical customer insight at every touchpoint to have a more effective interaction.
• Retain best customers: Focusing on best customers is an imperative for companies today because they generate the most profit, and the opportunity cost of losing them is high. Building customer loyalty involves everything from service excellence to recognizing, rewarding customers and delivering highly personalized experiences at every point of interaction.
• Optimize your multichannel and cross channel strategy: Customers today are demanding the flexibility to engage with companies in any channel, at any time. This means that companies need to be able to execute business processes across multiple channels in a continuous way (i.e., research on line, pick up in the store or redeem a promotion on their phone). Organizations need to make it easier for customers to do business with them any time, anywhere.