Category Archives: Customer Engagement

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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/

Women looking at Mobile Device

Superannuation Changes – Keeping you in the Loop

By | CCM, Customer Engagement, Customer Experience, Superannuation | No Comments

On the 1st of July, Super Funds in Australia will be delivering a raft of changes outlined by the Australian Taxation Office (https://www.ato.gov.au/Individuals/Super/Super-changes/). These changes will affect nearly every individual so it’s important that you’re aware of them and what implications they might have for your future.

How has your Super Fund communicated these changes to you? Do you understand them? Most importantly – was the information you were given relevant to your personal circumstances?

For many of you the answer is probably no. Even if you were provided the necessary information, chances are it was not communicated well, or in a manner that was clear and specific to your individual circumstances. Before you rush out and blame your fund, be aware that the real culprit is most likely to be the legacy software they are running.

Imagine if they had a platform that could message, notify, email or mail changes relevant to you based on your personal information or circumstances. Wouldn’t this be better than having to read through an overwhelming amount of information that’s not relevant to you? Not only would it save you time, tailored information could help you make more informed decisions about your super and your future.

Sure, your super fund could argue that they have to send you everything but wouldn’t it be better if the information you did receive were summarised so it was relevant to you?

Most super funds will be doing a general update to their website hoping that their members log on and read. The funds will also make multiple IT changes to their CCM and campaign management platforms in the future, so that they can report on how the changes will, or have, impacted you.

Only CoTé’s Virsaic™ platform;

  • Enables Super funds to make those changes on the fly, providing a better customer experience as it communicates the necessary information to you through your channel of choice.
  • Allows you to make those changes to communications without complex IT resourcing and scheduling whilst managing the changes across all assets with a full audit trail.
  • Enables you to deliver relevant personalised communications to the channel of choice providing a better member experience.
  • Is designed for the Australian market, APRA and ASIC compliant and hosted in the Azure cloud in Australia.

Super Funds – what are you waiting for? Meet your reporting obligations and give your customers what they are looking for with CoTe’s Virsaic™ platform.

www.virsaic.com.au

How to Boost Customer Engagement Through Multiple Channels

By | CCM, CRM, Customer Communication Management, Customer Engagement, Uncategorized | No Comments

When it comes to communicating effectively with your customers, consistency is absolutely crucial. Consistency breeds trust and it also helps you develop a strong brand identity. Customers are more likely to engage with an organisation that they trust and feel confident in. On the other hand, inconsistent brand messaging and communication are likely to have the opposite effect and can even drive customers away from your business.

Increasingly, customers are engaging with organisations through multiple channels, from email to social media to a mobile app. They may switch between different channels and they want to access their details, process transactions and interact with your business at all times and from anywhere they might happen to be.

According to mynewsdesk.com, today’s customers expect to be able to retrieve their information and have a consistent experience across all these different platforms and this expectation is only going to grow in the future.

Customer experience has never been more important than it is today and this means you need to be able to deliver your customers the right message whenever they come into contact with your business. Due to the range of choice that today’s customers enjoy, if your organisation isn’t delivering the great experience people expect, they are likely to leave and just go elsewhere.

Fortunately we also live in a time where we have the technology and the means to provide a consistent customer experience and it doesn’t have to be too difficult or time consuming. Purpose designed CRM and CCM platforms allow you to deliver a multi channel experience by gathering data from customers and tracking their information across different channels, allowing for a more integrated experience.

All this data is then easily retrieved from any device, by call centre or customer service staff when communicating with a customer, or via the customer themselves from their mobile, laptop or tablet. This guarantees a consistent, unified message is delivered across all platforms.

Using the right automated communication management solution, organisations can track and capture all the data they need regarding customer engagement across the different channels. Many automated CCM platforms automatically update customer information and activities in internal systems and automate personalised follow up communications that are relevant to each individual customer.

Multi channel communication is the foundation of any great customer experience. By using the power of data and automating your communication processes you can save costs and provide your customers with a better experience that’s tailored to their individual needs across multiple channels.

Why You Should Use Mobile Technology to Engage Customers

By | Changing Technology, Customer Engagement | No Comments

In case you hadn’t noticed it, mobile is here. The switch to mobile has been taking place over the last few years but in spite of mobile’s widespread use, a surprising number of organisations are still not using it to its fullest potential.

Often this is due to the challenge of switching their customer communications to a mobile-based platform. At other times it could be because of out-dated assumptions and beliefs or just a lack of understanding of how important mobile is to customers, and how that will increase in the future.

If you’re not sure whether it’s worth investing the time and money in mobile customer communications, according to opentext.com, here are a few of the benefits you can expect if and when you do:

  • Reduced costs. This is a big priority for many organisations. While there may be an initial investment involved in setting up mobile systems and migrating to them, once they are up and running there is far less need for printed communication, and thanks to automated features that make up a big part of many mobile platforms, you can also reduce staffing costs.
  • Better customer engagement. An engaged customer is usually a happy and loyal one and this is important as we move into a more competitive business environment in the future. More and more businesses are focusing on customer experience and mobile lets your customers interact with your organisation wherever and whenever they like. If they aren’t on mobile already, chances are your competitors will be soon and unless you can keep up, you’re likely to fall behind.
  • Easier agility and innovation. Innovation is the key to standing out among the crowd and mobile lets you be more innovative in your customer communications. Mobile platforms are also easier to scale and they are generally more agile, meaning you can respond to changing customer expectations faster than using a desktop based customer communication platform.

Engaging your customers through mobile technology means you can offer a much higher quality of experience and interact with them on a whole new level.

There are so many reasons why you should be using mobile now, and in the future we will no doubt see many more. Instead of asking yourself whether your organisation can afford to connect with your customer over mobile, it might be better to ask if you can afford not to.

What is Customer Centric vs. Product Centric thinking?

By | Customer Engagement, Customer Insights, Customer Relationship Management, Digital Customer Engagement | No Comments

Consumers have never been as connected as they are today and their changing expectations have led to some necessary changes in the way organisations define themselves. For many this has led to a massive shift from product centric to customer centric thinking.

So what is the difference between an organisation that is product centred and one that’s customer centred? There are two main differences according to In Context Mag.

Attitude

The main distinction is that customer centric businesses put the customer at the very centre of all their systems and policies. This means creating a strategy that details how they plan to handle their customer communications across the organisation and not only investing in the software to provide this, but also looking at the entire organisation from a customer’s perspective.

Businesses that are still product centric prioritise the product and sales over the experience of their customers. They may believe that customer experience is important and put customer experience strategies in place, but this belief does not form the foundation of the entire organisation.

Use of technology

Customer centric businesses know they need to communicate with customers through their own preferred medium, which these days, means digitally. Mobile apps, websites, SMS and instant messaging all come into play here as different customers have different preferred methods of communication. While print does still have a place, its importance is diminishing rapidly and customer centric organisations know they need to be available when and where their customers want them to be.

Many product centric businesses still fail to interact digitally with their customers, or they have limited means of doing so and this can be a mistake. With changing customer expectations, loyalty is likely to lie with the organisations that meet their customers’ needs and wants – people are less willing to bend to the demands of product centric businesses and this is only going to increase in the future.

Is your organisation product or customer centric? Businesses that adopt a customer centric approach from the top down are going to be the ones that succeed and thrive in the future. Think about your organisational attitudes, not just that of your customer service team, and how well you are able to use technology to meet your customers’ changing needs.

Making your business customer centric may be a big shift now, but it’s one that is likely to pay off in the future.

 

 

 

 

 

Sitecore and CoTe

Why CoTe has partnered with Sitecore

By | Customer Engagement, Digital Customer Engagement, sitecore | No Comments

Context is everything, especially when it comes to marketing and managing customer experience. One of the great features of CoTe partner Sitecore Solution Partners is that it focuses on building relationships and nurturing leads based on the context of previous interactions with your organisation.

Sitecore is a very powerful content management system that incorporates digital customer experience management into its platform. The result is a versatile, flexible and highly effective CMS that allows organisations to deliver outstanding customer relationship management and personalised marketing to prospects and customers.

Customer experience is at the core of what we do, and it’s a mindset that Sitecore shares. That’s just one of the things we love about Sitecore, though. Here are a few more!

  • Deliver a unique web experience for every customer. Sitecore is a great solution for organisations who want to delivers targeted, relevant content to unique visitors, visitor types, or personas by allowing you to set personalisation rules that test details about visitors during their visit.
  • It provides great customer intelligence. Knowing your customers is the cornerstone of a successful customer experience, and an effective marketing and customer relationship management strategy. With Sitecore’s customer intelligence, you’ll know exactly what your customers are doing in web and mobile presence, how they are interacting with your business and what you need to do to develop those leads and boost your sales.
  • The only integrated experience management platform. Cross channel delivery means that you’re delivering a connected experience across multiple communication channels including email, your website, mobile, social media and print. Customers these days expect that organisations will know who they are whatever device they are using and whatever the channel of communication. If you can meet these expectations, and even exceed them, you can build stronger, lasting relationships with prospects and customers.

We are very excited to be a Sitecore partner and we’re confident that our partnership with Sitecore will allow us to bring an even stronger service offering to our customers.

 

Sitecore Implementation Partner

Salesforce and CoTe logo

Why CoTé Software and Solutions has partnered with Salesforce.com

By | Customer Engagement, Customer Relationship Management, Salesforce | No Comments

At CoTé, we have strategic partnerships with a number of different leading industry Solution Providers Why do we do this? It’s simple. Our partners allow us to expand our scope of services to our customers and help us find even more ways to do what we love most, that is, join the dots between technology and  great customer experience.

One of these partners is Salesforce; Salesforce is a world class CRM platform that helps businesses connect to their customers in a whole new way. By nurturing prospects using automation, Salesforce allows organisations to manage their customer relationships and build  develop strong customer advocacy in  much less time and a lot less effort than any other system.

Through our collaboration with Salesforce we help our customers develop and implement automated CRM solutions that will boost their sales and provide them with the insight they need to improve their business results and maximise  efficiency.

Here are some of the reasons we love Salesforce:

  • It’s completely cloud based. Because Salesforce is based entirely in the cloud it’s convenient, there’s no software or hardware and it can be used on any device and any location with an Internet connection. This means greater flexibility and easier collaboration between employees in multiple locations. You can access and use Salesforce at any time from anywhere, making it the most convenient as well as the most effective CRM system.
  • It’s fully integrated. Trying to manage all your customer and prospect interactions across different systems can be time consuming and it often leads to missed opportunities. Salesforce’s platform is fully integrated so it manages all customer and prospect interactions in the one place – complete customer lifecycle.
  • It has a solid analytics platform. With Salesforce Wave Analytics you will never be left in the dark about what is going on in your business. Their excellent analytics platform not only gives you an insight into what is going on in your business, it also makes predictions and uncovers patterns in your data that you might not have been aware of. This means you can not only work harder, but also work smarter.

What it means for you

As part of CoTé’s extensive digital customer engagement Services and Solutions capability, our CRM Practice will provide Salesforce strategy, solution design, implementation and delivery services to our clients for new and existing solutions.

Given our proven digital customer engagement knowledge and experience across Customer Communications and Customer Experience Management, CoTé will be uniquely positioned to offer a fresh and more integrated perspective to clients where a deeper understanding of the broader digital customer engagement solution ecosystem is becoming increasingly important.

Registered Partner

Want to know more? Please Contact Us today

email-icon info@cote.com.au

 

 

 

Customer Experience Eats Technology Strategy for Breakfast

By | Customer Engagement, Digital Customer Engagement | No Comments

I have met many clients recently who continue to struggle with the new era of “Digital Darwinism” where technology, society, and business models rapidly evolve and change. The customer experience part is often something that is a work in progress, as they struggle to get marketing, technology and operations aligned for that utopian digital customer engagement.

Because of the nature of our business, many clients ask us about digital customer engagement including: How to do we use social media? Do we need an app? Do we need an expensive technology program to bring together all our customer systems into a single customer view?

Getting to the truth is far simpler. We always ask our clients to tell us about their customer journey. This is from both from an offline and digital perspective and includes all touchpoints and interactions. This is a critical starting point for any strategy focused on digital customer engagement.

The Rationale for Change

Every day we come across many organisations that are seeking to become “more digital” and when we explore this aspiration with clients further, it’s really about developing a new viewpoint focused on improved customer experiences with their digitally evolving customer base. This is a great catalyst that often brings a collective burning ambition of digital transformation to the rest of the business.
While digital transformation isn’t an end-game clients quickly realise it’s a continuous and iterative journey. It’s learning about the relationship between technology and customer engagement, and how technology can substantially improve the customer experience (CX) and improve backend operations.

Five Steps to Boost your Digital Customer Experience and Drive your Business

1. Educate your business about the desired customer journey.

You need to get the entire business on the same page. This is a non-negotiable. If your technology program isn’t delivering the right solution for your desired customer journey, then it’s the wrong investment. Use it as a blueprint for strategic program of organisational change across all teams from marketing to technology and operational teams.

2. Unpack your customer understanding further.

Make it a priority to get intimate and define the persona of your customers. What are the key physical and technical touch points interacting with your business and how do you measure their experience? What are your customer’s expectations, what do they value? The level of granularity is really important to understand to help your organisation to focus on the right things and also tell you the things you don’t know.

3. Ask, test and learn from your customers

Asking new and existing customer about their experiences will give you an insight into what is occurring today. Also use it as an opportunity to test new ideas or technologies. There is no point investing in a huge social media or technology transformation if your customer base isn’t going to engage or use it. Use the opportunity to test and learn to get the right strategies in place.

4. Use the Power of Data

Yes, I know everyone is talking about big data, however I’m talking about real insights into your customer data, as it represents the key to unlocking customer behaviors and preferences. Unfortunately existing technologies and processes lack a support model to gather and distribute actionable insights to key stakeholders.

This does not come from fancy technology tools, this comes from thought leadership around customer’s experience, talking to actual customers and really smart people who can look at unique data and analytics differently to understand patterns and behaviours. This will lead to smart decisions and new innovations, ensuring the right programs achieve your goals.
Beware of the big data sales people. Instead look for thought leaders in your business or get some in.

5. Make Customer Experience “The Strategy”

Development of the customer journey can often cause ownership issues, and at times have been the domain of just marketing or similar teams. Resources and ownership of these elements are normally divided among departments in regards to different customer touchpoints with different standards and even technologies.

If your technology strategy does not match your desired customer journey, then you need to change it. Use it as a reference point when making investment decisions or getting technologies to clearly articulate how this is going to help the end customer strategy.

Savvy leadership needs to help drive a consistent, sound strategy to allow all teams to be aligned to the end CX strategy. This means ensure all teams have the same priorities, and measures of success around the right outcomes. The customer experience strategy needs a story and a vision for what it looks like and what it delivers to your customers. Once people can relate to what it means to the ‘real’ customers, you find that teams can focus their priorities and investment, make meaningful decisions and focus on what’s important. Your customer.

Cameron Smith

Cameron Smith

Chief Executive Officer

Cameron Smith is the CEO of CoTé Software & Solutions