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Deck the Halls & Check Your Data - possibleNOW - ContactCenterWorld.com Blog

Deck the Halls & Check Your Data

Grumbling about holiday décor in your local store? You're not alone. In fact, nearly three-quarters of Americans agree. A Creditcards.com poll showed that 73 perfect of polled adults agreed with the statement "it is annoying that the holiday shopping season has gotten earlier." Yet that doesn't mean they're boycotting the shopping lists – in fact 14 percent of survey respondents said they had started holiday shopping. One percent says they're already finished!

The good news is that aside from the over-achieving 1 percent of holiday shoppers, the rest are either at it already or about to be. As marketers, we've got work to do. Since the majority of shopping takes place in the month of December, right now marks the point at which you should be double-checking that your customer-facing systems are presenting a cohesive message to consumers. Avoiding unnecessary frustrations across touchpoints ensures they have a unified experience across platforms. Over time, your trustworthiness and familiarity proves that consumers can return to your brand for many of their holiday needs.



But even more important than the immediate to-do is following up on any advances you've put into place to capture consumer preferences. Preference management, the active collection, maintenance and distribution of unique consumer characteristics, such as product interest, communication channel preference and frequency of communication, is the best way to encourage customers to engage with you on their terms. By acting on data provided by customers themselves throughout the year, you're able to shape and build relationships over time. Which means that come holiday shopping season, even that one percent of earlybird shoppers will have made their purchases thanks to guidance and communications from you that reflect their stated needs.

Another finding of the same survey? "Younger shoppers are also more likely to welcome an earlier start to the holidays. About one-third of millennials said they are not annoyed by early holiday shopping, double the rate of baby boomers... Not surprisingly, millennials are the most excited about shopping via mobile. One in five people ages 18 to 35 said their mobile devices would be their primary way to shop for the holidays."

That contingent represents a massive opportunity to coordinate across touchpoints for preferences. By offering personalization, time-saving opportunities or anticipatory answers to questions, you can be the big win in a hectic season that ends all too quickly.



Ninety-nine percent of customers are waiting for you. Have you spent the year earning your spot on their must-shop list?


 

About the Author: 
Eric V. Holtzclaw is  Chief Strategist  of PossibleNOW. He's a researcher, writer, serial entrepreneur and challenger-of-conventional wisdom. His book with Wiley Publishing on consumer behavior - Laddering: Unlocking the Potential of Consumer Behavior - hit bookstores in the summer of 2013. Eric helps strategically guide companies with the implementation of enterprise-wide preference management solutions.


Follow me on Twitter: @eholtzclaw | Connect on LinkedIn: Eric Holtzclaw
 

Source: http://www.possiblenowblog.com/2016/10/deck-halls-check-your-data.html

Publish Date: October 27, 2016 5:00 AM


2020 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

3.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
 



View more from possibleNOW

Recent Blog Posts:
Don’t Let Irrelevant Messaging Cause Your Customers to Leave. Learn What ULTA Is Doing.December 19, 2016 5:00 AM
Deck the Halls & Check Your DataOctober 27, 2016 5:00 AM
Is Your Brand Committed To A Personalized Customer Experience? (Part 2)October 25, 2016 5:00 AM
Is Your Brand Committed To A Personalized Customer Experience? (Part 1)October 5, 2016 5:00 AM
Holiday Inn’s Ortiz Answers 4 Questions For Marketing InnovatorsSeptember 28, 2016 5:00 AM
Preference Data ROI: Consumers Want to Hear From CompaniesAugust 1, 2016 5:00 AM
Back to Basics: What is an Opt-In?July 27, 2016 5:00 AM
Are Your Policies Helping Or Hurting Customer Engagement?July 18, 2016 5:00 AM
Are You Talking, or Walking?June 23, 2016 5:00 AM
When a Relationship Improves Your WorthJune 13, 2016 5:00 AM

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