Making Customer and Employee Experiences the Priority
Colleen Burns 120000C4RP email@example.com | | Tags:  chris_crummey exceptional_web_experienc... social_business
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In the age of social and mobile customers, all paths lead back to your website.
The focus on customers is increasing as they are always online either browsing, transacting or providing feedback. Well, with the advancement of Web sites infused with business intelligence and socialization tools, the customer may tell businesses how to be better at interacting and servicing them.
Despite a decade of rapid Web development and the evolution from static content to rich media and interactively, most businesses are still missing the mark when it comes to satisfying their customers’ online needs. In a recent Forrester Research survey, only 6 percent of brands received an “excellent” rating from their customers. Nearly one-third of firms rated by 7,700 survey participants were scored as “poor” or “very poor.”
So, enterprises are discovering that Web sites designed to improve ease of interaction with customers lead to better outcomes. The result - businesses that have adopted a “customer first” approach to their Web development have a 200 percent higher sales conversion rate than none optimized sites, a 30 percent higher rating in self-service help desk, and 14 percent higher repeat business. Additionally, such Web sites are 16 percent more likely to have customers recommending products and services to friends.
Retaining customers is linked to increased profitability. Here are some statistics to prove :
IBM Customer Experience Suite can help you deliver a rich, engaging web experience across multiple channels, to help deepen customer relationships to improve customer self-service.
In addition to customers, companies are also focussing on their employees. They are considering reinventing their intranets to deliver and manage socially infused, rich employee web experiences across multiple channels, with the right business applications and data, to engage and collaborate effectively for improve business productivity. It has been proved that collaboration empowers employees and results in improved efficiency to foster innovation . You can learn more about IBM's Intranet Experience Suite which could be your starting point to create a better corporate culture.
Finally, remember there are more than two billion Internet users and this number is growing everyday. To succeed in this environment, you need to deliver a web experience that not only engages customers, partners, and employees, but also develops relationships that help you market, sell, operate, and manage faster and better than your competition.