Following up on my prior post regarding Customer Intimacy, a few articles passed my desk this week about organizations that were looking at customer interactions in new ways.
My colleague Cynthia Williams shared a story about how one of her clients was rethinking marketing ROI and placing a greater emphasis on business analysis.
Likewise, executives from US Bancorp were also looking to rethink how they approached marketing when they made the switch from response modeling to uplift modeling. This article from American Banker describes how they “stopped wasting marketing dollars on people who were naturally inclined to buy us.” With this one change, they improved year-over-year results by 174%.
Going beyond pure marketing initiatives, some companies are even rethinking the roles and responsibilities of different functional groups. This research report, for example, details how large business-to-consumer organizations are shifting the focus of their call centers to become revenue generators rather than simply answering customer questions or executing transaction requests.
What’s clearer than ever is that every phone call, every email and every Web experience is an opportunity to impress your customers… or disappoint them. Today’s top organizations are finding innovative ways to automate insight-driven dialogues with their customers. With the right technologies, you too can ensure that every customer interaction is focused on growing long-term customer relationship, value and profitability.
If that sounds interesting, you can start by learning more about the Portrait Customer Interaction Suite.
Part of Pitney Bowes Business Insight, Portrait offers industry-leading solutions for customer analytics and both inbound and outbound customer communications—marketing solutions that rank high on three Gartner Magic Quadrants and two Forrester Waves.
With the right tools, you can make every interaction count.
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