In customer experience there is no such thing as meeting expectations. You either exceed expectations or you fall short. According to an IBM study, more than three out of four customers expect organizations to understand their individual needs. Some call this the Amazon Effect. Trendwatching.com calls this info-sense, which is using data to understand and meet the individual, personalized needs of your customer.
Jack Welch said there are two forms of competitive advantage: Learning more about your customers and putting it into action faster than your competition. Are you turning big data into useful data? Are you leveraging analytics to improve the customer journey?
Evan Carroll, co-author of Blue Goldfish, will uncover how companies are using data, analytics and technology to create world-class customer experiences. You’ll leave with a full toolbox of strategies, tactics and practical advice to improve your customer experience and ultimately your bottom line.
- Expectations are increasing and companies today either exceed them or fall short
- Technology, data, and analytics allow marketers today to focus on individuals, instead of segments
- Successful companies are using technology to foster relationships, improve responsiveness and achieve organizational readiness to anticipate customer needs.