How to Deliver a Better Customer Experience

The relationship you have with your customers is made up of the experiences you’ve shared with them. Therefore designing those experiences to be customer-first, highly personalised and mutually rewarding is the key to success.

To deliver engaging and persuasive digital experiences to your customers, your communications must be executed across multiple touch points, such as websites, mobile apps, email, social media and emerging devices like wearables, in a consistent way.

According to McKinsey, “It may not seem sexy, but consistency is the secret ingredient to making customers happy.” Its research shows that by focusing on improving the end-to-end journey, and making sure customers are happy every step of the way, it can increase overall satisfaction by 20% and lift revenue by 15%.

So what’s the secret to ensuring greater consistency across your messaging and activities?

Unlock the hidden value of your customer experience analytics

Helping you to understand the what, why, and how of your customers’ behaviours, customer experience analytics goes beyond simple demographics and purchase history to help you create an integrated view of your customers and predict their future behaviour. This actionable insight means you can prioritise investments to reduce costs, fight churn and increase revenue, while keeping your customer happy.

IBM Marketing comprises a suite of products that enable you to capture, qualify and nurture leads, grow your customer relationships and ultimately leave them asking for more.

See what my customers are doing across digital and mobile channels

Capture application interactions, device information and user context to help determine what content is most valuable while capturing data from individual user sessions. Furthermore, ready-to-use reports and dashboards help you customise reports to suit specific analytic demands, help determine the cause of customer issues, and display graphics on touch-enabled devices.

Understand my customers’ journeys, across channels and touch points

Close the customer experience gap and make it easier to understand and design meaningful customer experiences across applications, devices and time to accelerate today's results and tomorrow's ambitions. IBM Marketing helps you find new ways to engage by putting your customer at the centre of your business.

Identify trends on my digital properties and in my digital marketing

Easily manage your digital marketing efforts with flexible web analytics dashboards and benchmarks. Employ real-time and ad-hoc analytics for your digital properties to enable performance gains from dynamic adjustments to your digital channels. And use visitor activity over time to inform and develop a targeted marketing plan across your digital portfolio.

Discover more about how IBM Marketing can help you create, manage, and deploy better customer experiences…