Customers share a multitude of information with companies through contact center interactions, social conversations, and Web transactions. What we do with it makes all the difference.
Equipped with this insight, companies can make more informed decisions around improving its customers' experience. Too often, though, data gets lost in the shuffle; thereby, making it difficult for companies to close the loop and institute real customer-centric change.
Companies that consistently demonstrate that they listen to their customers and are acting in their best interests position themselves to develop tighter, more trusting relationships with customers, says Don Peppers, founding partner of Peppers & Rogers Group.
In our latest 1to1 In Action, industry experts Calabrio and iPerceptions show readers how they can capitalize on data that flows through the contact center and Web to tighten customer relationships and elevate the customer experience.