Have you seen The Marketing Factbook?

The Marketing Factbook will help you up your marketing game, walking you through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations you need for a hgih-profit, high-rentention marketing strategy. This comprehensive marketing guide has 400+ packed pages of marketing strategy, trends, best practices, do's and don'ts, practical know-how, facts and figures, and tons of ideas to boost sales revenue, market share, ROI, and profits.

Get it on Amazon (Kindle/Print)

Most successful businesses focus on the Total Experience

But only 60% have a cohesive customer interaction strategy

While companies often develop the right strategies, the survey found that the best customer outcomes happen where tools and strategy intersect and focus on this interconnection to deliver a superior 'Total Experience'.

In fact, most companies believe customer experience is an intrinsic part of their brand and it's everyone's responsibility to uphold within the organization. They also agree that a good customer experience includes empowered employees (Employee Experience) 82%; memorable, personalized interactions in moments that matter (Multiexperience) 83%; and the interaction of humans, data, and technology (User experience) 83%. Just over half (59%) of the respondents indicate they are performing adequately on each of these aspects of the Total Experience.

Unsurprisingly, customer-centricity correlates with good experience and communications strategies, yet only 60% say they have a cohesive customer interaction strategy. Most companies employ the standard customer support tools and platforms, such as email, phone, and social media. Those who scored higher in Total Experience empower employees with newer tools and platforms (messenger platforms, video chat, chatbots, and virtual assistants) that simplify support and transform customer experiences. They also utilize more complete analytic tools.

Seventy-one percent of businesses with good Total Experience scores and 74% with good interaction strategies are more likely to have the right customer insight technology. In fact, 97% of businesses say employees empowered with the right technology can transform customer experiences. The right communications and collaboration tools empower everyone. Offering customers and employees a broader communications solution allows everyone to communicate in a way that meets their needs.

"A monolithic, one-size-fits-all approach doesn't meet the wide range of needs businesses and their constituents have," said Simon Harrison, Senior Vice President and Chief Marketing Officer, Avaya. "When companies intentionally combine customer, employee, user and multiexperience thinking, they elevate everything these approaches can achieve on their own - enabling them to deliver exactly what's needed at every interaction."

Avaya's own OneCloud (CCaaS) aims to make it easy to connect everything - voice, video, chat, messaging, and more - to create effortless experiences for customers and employees at every touchpoint, enabling businesses to provide the sought-after Total Experience.

Have you seen The Marketing Factbook?

The Marketing Factbook will help you up your marketing game, walking you through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations you need for a hgih-profit, high-rentention marketing strategy.

This comprehensive marketing guide has 400+ packed pages of marketing strategy, trends, best practices, do's and don'ts, practical know-how, facts and figures, and tons of ideas to boost sales revenue, market share, ROI, and profits. It's the report no marketer can afford to be without.

Find out the best ways to gather, analyse, and act on customer data to increase profitability, build your brand, empower your customers, beat the competition, reduce churn, and increase customer profitability.

Find out what works and what doesn't, who's succeeded and how they did it, and how the world's top brands keep their competitive edge against all odds. This report gives you the data you need for the best decisions for a more profitable, more engaging marketing strategy.

Get the hard facts, forecasts and trends identified by our experts from the global Marketing Factbook's vast database of market data, studies, research and white papers, and gain an invaluable library of ideas and practical support you can call upon at will.

With The Marketing Factbook at your side, you'll have a true goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, research and market data, plus all the supporting arguments you need to build a solid, profitable marketing strategy: All the know-how, strategies and ideas you need to get your own Marketing Playbook right, first time.

Get it on Amazon (Kindle/Print)