Leverage Legacy Infrastructure to Deliver Differentiating Customer Experience
A number of us here at Ecrion traveled to the Insurance Nexus Customer Engagement Summit, where our own Paul Schenkel presented on how our communication and engagement solution leverages legacy infrastructure. He shared three different examples, from three different markets (construction management, health care, and hospitality), where Ecrion’s customers combined our platform with legacy business processes to deliver data-driven and personalized communications in pursuit of customer-centric experiences.
Ecrion Software is proud to be a sponsor of the Insurance Nexus Customer Engagement Summit this year in Chicago.
If you are concerned with customer engagement, then you should be just as concerned with engaging your employees.
There is a great deal of research to show how, no matter the industry, customer satisfaction is deeply connected to greater employee satisfaction, and vice versa. While there are a number of customer engagement solutions out there, how many manage to address this?
Mindful customer engagement requires you to consider the significance of every step in the customer relationship.
The customer relationship starts before you know it. Do you know who sees you? Brand image and reputation are a part of the lead nurturing process. You want love at first sight, and you want to carry it into the distant future. This means paying attention every step of the way.
This has all been about acknowledging that you can, and should, strive to reach individuals with your messaging, seeking to provide the intimate relationship today’s customers are looking for.
You are competing with other, equally ambitious companies in this arena, so it is important to adopt the right mindset and implement the right tools. Here is a review of the mindset and the tools required to reach the masses and engage individual customers at the same time.
Reaching the individual customer is a good first step, but it's not worth much if you don't strive to engage them.
A few weeks ago we introduced the idea of marketing to the individual customer, explaining why it is important for your company to focus on more personal communications. Our points were essentially that your customers want it, your competitors are doing it, and it’s perfectly within your reach.
Who are your customers? Where are they from? What do they want? These are the questions every business asks.
No matter how long a company has been around, everyone is always looking for a new way to better understand the customer. So technology is answering with solutions that make the customer relationship increasingly personal, unveiling the mystery of the customer.
What keeps customers coming back? The one customer communication solution to rule them all, of course!
It’s difficult to suggest there is a magic bullet for customer engagement. Businesses everywhere are scrambling to find new solutions in a digital, communication-centered environment, and most of them actually utilize different tools from separate vendors to achieve their communication goals.
Could your big-picture brand benefit from greater interdepartmental collaboration on customer communication projects?
Even if you are not familiar with the parable of the Blind Men and an Elephant, the title might give it away. It is a story about a few blind men touching different parts of a large elephant, having wildly different experiences of what an elephant is.
A company is nothing without its customers, and so a company’s thriving depends on delivering more of whatever attracted the customer in the first place.
In the past, a quality product or service might have functioned as the sole gateway to a long, healthy customer relationship. Today, successful engagement requires a company to run on all cylinders with stellar service, an engaging brand, and a personal touch. Read about mastering this here!