Many companies think of customer experience management (CEM) as a sophisticated series of processes and technologies. In reality, however, creating happy customers simply requires getting the basics right.
Specifically, you need to manage the sensory perceptions — the sights, the sounds — that make up the buyer experience.
We recently surveyed 215 organizations for our December 2015 study, Omni-Channel Customer Care: Best-in-Class Steps to Success. Among the companies surveyed, 59% indicated that they use visual engagement tools: tools and technologies that allow companies to visually interact with current and future customers through digital channels. The tools providing such capabilities include video, screen share, co-browsing, and WebRTC.
Our research shows that companies that use visual engagement in their CEM programs enjoy a wide array of benefits. These range from improved customer satisfaction to growth in company revenue, which are metrics that many companies use to gauge the effectiveness of investment in a new technology platform.
However, it’s important to note that we also uncovered three levels of maturity when it comes to successful visual engagement.
Join us at 1pm EST on April 12th, when I will be presenting my findings during a live webinar. In this webinar, participants will learn:
• The “What” and “Why” of Visual Engagement
• The Three Levels of Maturity in Visual Engagement Programs
• How to Maximize Customer Satisfaction and Loyalty
• The Importance of Integrating Technology Systems
During the event, you’ll also have a chance to share your questions on the topic. So come prepared to have your questions addressed.
If you can’t take time out of your busy workday, consider registering for the webinar anyway, and we’ll send you the recording to enjoy at your leisure.
Image Source: Pixabay.
