Monthly Archives: September 2017

Why Customer Experience is More Important Than Ever

By | CCM, Changing Technology, CRM, Customer Communication Management, Customer Engagement, Customer Experience Strategy, Customer Insights, Customer Journey Mapping, Customer Relationship Management, sitecore, Superannuation, Uncategorized, virsaic | No Comments

Digital disruption has affected virtually every industry and those that haven’t been affected are likely to be in the future. While many people assume that digital disruption is caused by the Internet or mobile technology, this is not the case. At its core digital disruption is driven by customers and their changing expectations.

Thanks to the high levels of connectivity that consumers enjoy, they are more empowered to make choices about who they deal with and how they interact than ever before. If a customer isn’t happy with their experience with one organisation, they have choices and the means to leave and go elsewhere.

Many established organisations and industries that have failed to adapt quickly enough to this have learned the hard way that if you don’t provide your customers with a good experience you are likely to pay the ultimate price. Your customers have alternatives they didn’t have before, and you simply can’t afford to take them for granted.

Customers’ needs and wants have changed and there are a number of priorities that you need to be aware of and embrace if you’re going to be effective at improving your customer experience. These include taking a tailored, individualistic approach to your customers and not just treating them all the same. You also need to think about how accessible your organisation is on different platforms including social media, mobile and the Internet.

Every interaction a customer has with your organisation shapes their overall experience and the feelings they will have towards you. This is why it’s so important to create a positive and integrated customer experience across every area of your business if you want to keep your customers happy over the long term.

In most cases, switching to a customer focused outlook means reviewing every area of your organisation, from your use of technology and social media to the internal processes that dictate how efficiently you can meet your customers’ needs. Most customers have certain expectations when it comes to the experience they have with your organisation, and these include key factors like personalisation, integration across different platforms and transparency of information.

Because of the changing focus on meeting customer needs and the increased availability of information for customers, there has never been a more important time to prioritise customer experience. Your customers know what they are worth and they have access to alternatives if they aren’t happy. Investing in providing your customers with a quality experience is likely to pay off a great deal now and in the future.

How to Use Data to Provide a Personalised Customer Experience

By | CCM, Changing Technology, CRM, Customer Communication Management, Customer Engagement, Customer Experience, Customer Experience Strategy, Customer Insights, Customer Relationship Management, Customer Satisfaction, Uncategorized | No Comments

Personalisation is more than just a marketing buzzword. Thanks to social media and the age of mobile technology, customers now expect businesses to provide services that are tailored to them. Organisations that don’t meet these expectations run the risk of falling behind to their competitors.

Fortunately there are a number of ways you can create a more personalised customer experience in your organisation and many of these ways involve data. Most organisations have access to a huge range of data about their customers and with a strategic approach this data can be used to enhance the experience for your customers, improving customer loyalty at the same time.

Use social data

Social media can give you a huge range of valuable information if you know how to interpret it, and this lets you see in real time what your customers are saying about you and gauge their reactions to your business. Many organisations still see their social media pages as a marketing tool but limiting your use of social media to advertising means you’re missing out on a lot of the potential that social media can give your organisation.

There are a number of platforms, such as Sprinklr, that can help you analyse social data so you can see what your customers like on a personal level. By monitoring your social media pages and responding to queries and complaints on an individual basis you can provide that one on one personalised attention that your customers have come to expect.

Make adjustments in real-time

A large part of providing a personalised level of customer service means meeting your customers’ needs in real time. Personalisation doesn’t just mean giving your customers what they want, it means giving them what they want at the time they want it and for this you want real time data. Having access to real-time data means you can be more flexible and adaptable to your customers’ changing individual needs at any given time.

Integrate customer data for a full picture

Great personalisation starts with understanding your customers. If you know who they are it’s going to be much easier to personalise your communication with them. By integrating your customer data from different sources you can get a clear picture of your customers from multiple different angles and in different contexts. This will help you understand them better and therefore serve them up a far better experience.

Data is a crucial tool for organisations that want to provide a personalised, quality experience for their customers. Hopefully these three suggestions will help you put data to good use in your organisation, for the benefit of your customers.

Customer Experience Image

3 Ways to Transform Your Customer Experience

By | Customer Engagement, Customer Experience | No Comments

You may have heard about the shift towards customer first organisations but what does that actually mean? For years brands have been taught to put themselves first, but now it’s time to change all that and put customers at the forefront of your business.

Changes in customer expectations and the increase in the number of organisations putting customers first mean that those businesses that don’t pay attention to customer experience are going to miss out in the future. It’s not enough to say you’re going to be a customer first organisation. If you’re really going to succeed, you need to put clear, actionable strategies into place. This means transforming your customer experience so it’s unique, memorable and most importantly, fully integrated.

Here are three simple ways you can start to transform your customer experience and create a more customer-focused organisation:

  1. Streamline everything. Creating a fantastic customer experience means giving your customers a fast, efficient service at every single touchpoint. To do this effectively you’re going to need to increase your productivity and streamline your processes. While it might seem like focusing on your internal business processes is counterproductive when you’re trying to be more customer friendly, a fast internal process is going to lead to improved customer service and more efficiency overall.
  2. Integrate more. Like streamlining, integration can make your organisation more efficient. Most businesses are dealing with an overwhelming amount of data and this can make it hard for employees and management to sort through it all and determine what’s important. By integrating your data across multiple platforms you can save time and also get a broader picture of your customers and internal processes. This in turn will help you be more efficient and improve the quality of customer experience.
  3. Collaborate between departments. Collaboration is the key to a great customer experience. If your departments are siloed or isolated you are not going to be able to provide a consistent experience to your customers. This is particularly important when it comes to your understanding of your customers. Everyone needs to share the same vision of your customers and their needs if you’re going to be effective at creating an excellent customer experience.

While no business can transform overnight, f you can put these three strategies into place you can get your business on a stronger path to creating a great customer experience and move forward to a more customer focused future.

Source

https://blog.sprinklr.com/customer-experience-strategies-for-customer-first-transformation/

NTI plus virsaic

Building a Formidable Digital Future Together

By | CCM, Digital Transformation, virsaic | No Comments

National Transport Insurance chooses virsaic™

 

Building a Formidable Digital Future Together

NTI, a leading specialised Australian Insurer, chooses virsaic™, Australia’s foremost digital customer engagement cloud platform, to deliver optimal customer experience through seamless integration.

 

“Engaging CoTé to implement virsaic™ Integrate has provided NTI with the ability to modernise its customer communications.  As a valued partner, CoTé provides a new level of customer engagement capability and expertise, allowing NTI to concentrate on the things we do best.

The virsaic™ platform has been integrated into NTI’s core insurance system and facilitates seamless communications for our customers and partners”

Marcus Sweeney, Chief Information Officer – NTI

 

Background

As part of NTI’s broader strategy, a commitment was made to transform customer communication operating processes in order to deliver key strategic objectives and improve overall efficiencies. CoTé Software & Solutions (CoTé) was appointed as the Solutions Partner of Choice to assist NTI in delivering the required outcomes.

The Solution

An Advisory led solution, coupling deep knowledge and expertise to re-engineer NTI’s customer communication templates/user experience and the configuration of a virsaic™ ‘Integrate’ instance, allowed NTI to transform their customer communications capability in readiness for taking critical new products to market in a matter of weeks.

The solution delivered:

  • A best practice, contemporary customer communications template set to support NTI’s evolving customer experience expectations
  • Responsive real time digital design functionality to support true Omni channel communications
  • APRA/ASIC compliant track, trace, analysis, and auditability of communications across all channels
  • Digital Android / IOS wallet integration for Membership card delivery
Digital Wallet Integration example

Digital Wallet Integration example

About NTI

Backed by over 45 years’ experience, and a reputation as Australia’s market leader in heavy commercial motor insurance, NTI is committed to pioneering ways to keep its customers moving forward.

Today, the NTI brand portfolio has evolved to include Yellow Cover – insurance for mobile plant and equipment, Truck Assist – specialised roadside assistance and most recently Marine Protect – Australia’s largest marine insurance offering.

About CoTé Software and Solutions

CoTé is the premier independent partner of choice in Digital Customer Engagement, leveraging the best talent and smart technology to enable our customers to disrupt their markets.

CoTé has developed and built in Australia a locally Azure/AWS hosted world class end-to-end customer engagement cloud platform, virsaic™, that enables business users to seamlessly deliver great experiences for their customers.

Virsaic™ connects the dots across all customer interactions from Onboarding Forms through to Customer Communications Management, Workflow, Archive and Distribution Management.