An innovation that actually breaks barriers – a beautiful marriage between the appliances, the service centers, the support, the organization and the customer.
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The other day James was complaining about poor connectivity to his friends, and his friends seemed to experience the same problem. But what was remarkable about the whole discussion was that everyone facing the connectivity issue was more apprehensive about the call they made to the company to complain.
The retail sector is at the top of the ladder of Customer Experience, but is that really good news? Because we’ve always heard that the only way after the top is going down. I’d say – let’s stop believing the old-school, and instead of going down with those words, let’s add another rung to our ladder, and step up!
CX is essentially a complete set – with subsets of UX and Customer Service. Other sets that need to merge as well are the customer-centricity and employee-centricity to get the best results. Now, CX covers the customer’s perceived experience from beginning to end, at all touch points within a company. UX deals mainly with digital touch points, such as web and mobile user interface, and is a subset of CX.
Retailers need a customer experience platform that provides a single view of the consumer and delivers personalized cross-channel engagement. The Oracle CX Cloud solutions connect every engagement with the brand and deliver a consistent, personalized and interactive experience across all touch points.
It’s amazing how the color of a dress has created such spindles that weave tweets, likes, shares, Instagrams, Pinterests, videos, theories, philosophies, tech talk, scientific fizz and even psychological sessions. I know that you’re amongst those that don’t give a dime about the issue, and yet you’re here to read more on it. So here’s my take on it. But I’ll get to it in a while.
Retailers happen to be the fastest advancing vertical – in terms of seeking to provide (and in many a cases, already on to it) the exceptional customer experience to their customers. They have chalked out plans and strategized to map the customer journeys as and when they happen (runtime and analytics) and also by the general behavior of the various demographics (type, history, preferences, behavior and analytics)
Everyone out there is talking about knowing your customer and engaging with them. So, when a customer of mine said she has always loved the products in my shop, I decided to take a plunge in the Customer Experience Ocean and have a little chat with her.