At every moment, through every channel, your customers want to be treated as individuals, to know that you are there for them, attentive to their personal needs.
They choose to interact with you over many different channels. They are the "empowered customer" who wants a consistent experience across all interaction channels, while expending as little effort as possible.
Their expectations are high! They expect excellence. Timely and accurate service should be the standard. They expect their interaction history to be known at all times and in all channels. And when they do speak to an agent, especially after experiencing challenges on other service channels, they expect an authentic and engaged partner - who cares.
They are delighted when they receive a personalized experience. This is the "delight factor" – a customer who feels you know them personally, and whose preferences are acknowledged across their touchpoints.
And why is that? Because a customer may not remember what he was told, but will always remember how you made him feel. Now is the time for personal, effortless, cross-channel customer experience.
Leading businesses today realize that delivering a great customer experience has a direct and substantial impact on the bottom line. But only a few know how to manage the complexities involved in the execution and optimization of an integrated, multi-channel customer experience that maximizes business results.
NICE has the proven competency in developing mature customer experience management capabilities. It provides a detailed CX roadmap that establishes direction and clarity for delivering exceptional customer experience.
In this Buyer’s Guide for Exceptional Customer Experience, we describe our 6-step implementation methodology, plus 4 CX levers, for successfully creating a sustainable, scalable, exceptional customer experience.
Idit Aloni-Halfon is a passionate Customer Experience professional, at NICE Systems. Idit has spent the last decade consulting and leading CX initiatives in large organizations in Israel and at Vodafone New Zealand. As she works with industry influencers, her passion is finding new ways to build exceptional Customer and Employee Experiences.