A successful channel strategy requires a balance between efficiency, accessibility, and human contact. Excessive channel steering can lead to customer frustration and loss, while listening to customer needs and providing diverse channels enhances customer satisfaction and creates a positive brand experience.
A well thought out and effective channel strategy can make the difference between satisfied customers and customers going to competitors. Let’s look at the importance of a proper channel strategy in serving your customers in the best way possible.
Kaspar is the CEO and founder of Aspire, a consulting firm specializing in Customer Communications Management and Customer Experience Management. Dialog Group and Kaspar have the same mission: to help companies with their digital transformation to improve the customer experience company-wide.
Customer Experience Management (CXM) is a hot topic. More and more companies are recognizing that providing a great customer experience is the route to business success and growth. Is your organization ready to put CXM into practice? In this blog, read the key CXM trends of 2023.
𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲: To check whether the insurance policies are still appropriate for the situation and future dreams of its customers, VvAA periodically carries out an insurance check-up. This poses a challenge. How does the insurer keep in touch with all its insurance customers?
𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻: To make this possible, VvAA and Dialog Group have created Digital Colleague Joyce: a process bot that discusses insurance products with customers. More than 40% of the customers who are invited go through the conversation with Joyce in its entirety. This ensures that VvAA can provide valuable aftercare 24/7, without the traditional intervention of an advisor.
Ben Vloon is founder and co-owner of Crowd and Company. Prior to this, Ben has always worked on the business development and marketing side and almost always at international organizations selling complex technology. Crowd and Company. was started 10 years ago and focuses primarily on bringing together organizational promise and customer experience. We spoke to Ben about digital transformation and the acceleration needed within companies to improve customer experience.