Have you seen The Customer-Focused Marketing Playbook?

This comprehensive and practical guide to the latest ideas in customer-focused marketing hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

Get it on Amazon (Kindle/Print)

Digital-first approaches redefine the customer experience

Digital integration offers a truly unified view of the customer

Contact centers are responding by providing a "single pane of glass" to display historical customer information and predictive responses without an agent having to toggle between systems.

This combination of enhanced customer experience and employee experience has become a key competitive advantage in creating brand awareness and maintaining customer loyalty. Therefore, companies worldwide are investing significantly in improving the CX and EX in an omnichannel environment.

The paper analyzes how organizations can be more agile with a connected, digital platform. It recommends ways to use customer data to quickly adapt to change and proactively engage with customers.

"Sales support and technical agents are now using a wider arsenal of communication tools-voice, video, email, IVR, web chat, virtual assistants, bots, collaboration and file sharing, and social media," explained Michael DeSalles, Principal Analyst at Frost & Sullivan. "The benefits are clear: a better experience for the customer, lower times to resolution, deeper relationships, stronger loyalty and, ultimately, more sales opportunities and increased revenues. Omnichannel customer engagement is all about building relationships. This phenomenon has changed the technology needs of the modern contact center."

Some imperatives to keep in mind when switching to a digital-first model include:

• Adapt rapidly and at scale to proactively engage and be there for customers. This could mean establishing a hybrid work environmentand deploying an agile, connected and integrated digital platform.
• In a hybrid work model, leverage customer data to proactively make decisions.
• Develop and master a single view of the customer and use it to inform every part of the business. It is a matter of integrating commerce systems, marketing technology, service portals and everything related to the customer journey. This single view empowers the brand to roll out data-backed innovations.
• Digitize every part of the business. This demands a willingness to look ahead and eliminate any strategy, process or technology that does not support the customer's needs.

"If we have learned anything from this historic year, it is how to be relevant when delivering service. This takes into account customers' needs as well as how to better help agents and teams with cloud computing and digital transformation via connected platforms," observed DeSalles. "This is especially true given the COVID-19 pandemic, the challenges with the economy, and rapid change in the world of work and health."

To download the free white paper, visit: http://frost.ly/55c

Have you seen The Customer-Focused Marketing Playbook?

This comprehensive and practical guide to the latest ideas in customer-focused marketing hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

Learn the insider's tricks and techniques to turn every customers into a 'super spreader' for your brand. It's better than free advertising. Once you start this ball rolling, your brand can grow rapidly through word-of-mouth, advocacy, influencers, and customer loyalty. Super-charge your company's marketing strategy, build up your market share, and make more sales through repeat business and customer loyalty.

Find out what works - and what doesn't - and who's succeeded, and how they did it. See how the world's top brands keep their competitive edge against all odds.

The Customer-Focused Marketing Playbook walks you step-by-step through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations for successful marketing strategies - both traditional and emerging - with expert guidance from thought leaders in every major market. 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. This is a marketing book you simply can't afford to be without.

This book aims to hand you all the facts, figures and research data you need for the best decisions for a more profitable, more engaging marketing strategy. It also highlights all the facts, forecasts and trends identified by our experts from the global Marketing Factbook's vast database of market data, news, studies, research and articles, and presents you with an invaluable library of ideas and practical support you can call upon at will.

With The Customer-Focused Marketing Playbook at your side, you'll have instant access to 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.

Get it on Amazon (Kindle/Print)