Putting the customer at the heart of one's organization mission has long been the elixir to business success. A few years ago, having the goal of providing an exceptional customer experience meant having a website strategy. But in today’s reality, successfully delivering a tailored and consistent experiences online that meets and exceeds audience expectations requires a broader approach that considers the entire customer journey. In other words, a somewhat straight-forward web strategy of years past has evolved into a more comprehensive digital strategy. A digital experience strategy takes into account the emerging trends around the use of web and social analytics, more advanced rich media management and delivery, deeper social engagement and robust responsive design for mobile delivery.
To create an engaging and tailored customer experience that brings them back for more, organizations need to:
- Understand the individuals in their market: Listen to the voices of customers in the marketplace in order to anticipate customer preferences and captivate them th the right, rich, personalized digital experiences
- Deliver exceptional service: Delight users on any social channel or mobile device with integrated and tailored applications, information and rich media for easy and satisfying self-service.
- Engage individuals and communities: Provide opportunities for customers to exchange valuable insights and feedback with your organization and others while building trusted relationships, loyalty and advocacy.
In this new 'age of digital', business success comes from creating and delivering exceptional digital experiences for your customers, engaging them on their terms, on their time. In fact, a Forrester survey found that more than 90% of respondents said that customer experience is a top strategic priority for their firm.
Join IBM on July 17, 2013 at 11am US EDT to hear how they can transform the way they reach, understand and relate to customers through a rich and robust digital experience across multiple channels and devices.
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