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Created with Fabric.js 1.4.5 - ANTICIPATE THE NEEDS OF THE CUSTOMER AND INITIATE DIRECT DIALOGUES ON TIME- STRUCTURE THE CAPTURED CUSTOMER INSIGHTS- ROLL OUT POSITIVE CHANGES- CONTINUE TESTS- WHAT HAS TO CHANGE IN ORDER TO IMPROVE THE EXPERIENCE- DEFINE CUSTOMER CONTACT PLAN FOLLOWING THE INTERACTION- IMPLEMENT RESULTS AND RECOMMENDATIONS- TAKE INTO CONSIDERATION THE INFLUENCE OF CUSTOMERS ON THE - BROADER AUDIENCE ATTRACTION ENTER ENGAGEMENT EXIT EXTENSION RADIATING AWARENESSFOR INITIATING A CONTACT BUILDING FIRST REAL INVOLVEMENT INTERACTIONAND STRONG RELATIONSHIP WITH CUSTOMERS EXPERIENCING CULTURAL EXCHANGEAND INTERACTIVE LEARNING FOSTERING LOYAL AND COMMITTED RELATIONSHIPWITH LIFETIME CUSTOMERS MAKING CUSTOMERS FEELTHEY ARE WANTED BACK - MAKE EXITS SMOOTH AND HASSLE-FREE to minimize customer frustration- CAPTURE CUSTOMER FEEDBACK, INSIGHTS AND REACTIONS- MEASURE IMPROVEMENTS Do they remember you?Did you serve their needs?Will they come back? - DEVELOP STRATEGY IN LINE WITH YOUR MISSION, VISION, AND VALUES- EVALUATE SOCIAL MEDIA LANDSCAPE OF APPLICATION FEATURES AND THEIR POSITIVE, AS WELL AS, NEGATIVE IMPACTS ON CUSTOMERS- CHOOSE APPROPRIATE CHANNEL FOR HIGH EFFECTIVENESS ACCORDING TO CHOSEN OBJECTIVES, TARGETS AND CUSTOMER ANALYSIS- CONCENTRATE ON THE EXPERIENCES YOU WANT TO DELIVER- DEFINE DEPTH OF ENGAGEMENT- DEFINE KEY INITIATIVES- DEFINE ACTIONS - GET TO KNOW THE CUSTOMER create customer profiles: In order to understand more about the customers, their individual behaviors, as well as preferences, use digital touch points as transaction history and behavior across multiple channels, their as well as preferences.- PERSONALIZE provide personalized service and support to identified customers (techniques: recognizing automatic number identification, cookies, email ID, Facebook handle)- CONTEXTUALIZE treat customer according to their own individual needs (make clear understanding of their needs and do not generalize interactions)- DEFINE MEANS OF MEASURING THE CUSTOMER EXPERIENCE - PLAN CHANGES AND TESTS FOCUS ON:- BRAND IDENTITY- ADVERTISING- MARKETING COMMUNICATION
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