Customer experience craves for context-resonance.

All customers want to be understood and valued. That is why being familiar with their needs is vital, so you know best how to deliver personalised, obstacle-free, contextually relevant experiences. When you deliver meaningful engagement and value, you earn reciprocity and loyalty.

All customers want to be understood and valued. That is why being familiar with their needs is vital, so you know best how to deliver personalised, obstacle-free, contextually relevant experiences. When you deliver meaningful engagement and value, you earn reciprocity and loyalty.

Customer 3.0.

Technology has been a remarkable force in our lives and continues to inexorably impact them. It has brought about endless opportunities with endless resources. Digital technologies, in particular, have been profoundly influencing and reshaping customers’ behaviours and expectations. Today’s customers do not simply expect seamless and pleasant experiences, but feel that they are entitled to them. They want the ability to achieve their goals, without any struggles and with the full support of the environments surrounding them.

Customers don’t care about the nuts and bolts behind service delivery: they just want to have their needs served, and they want it ‘now’. When reaching out for help, they don’t want to be put through hours of labyrinthine customer care steps. They don’t want a single plug-and-play switchover to turn into an arduous journey. And they don’t want to repeat the same information again and again. All they want is hassle-free interaction bliss.

Customer experience requires relevant engagement.

Historically, the telecommunications industry has not been the most successful at meeting or exceeding customers expectations. But customers now expect the high-quality digital experiences they receive in one industry to be matched by companies in other sectors. With customer expectations crossing industry boundaries, telecom operators must redefine their Customer Experience Management (CEM) strategies and what a total customer experience could be.

A great customer experience is about giving your customers what they really want, and engaging with them in a meaningful and personal way. To get a better handle on customer experience, you need to understand your customers like never before. Data can provide you a lens into intent, context, and desired outcomes, portraying a holistic view of each individual customer reality. Based on this extended knowledge, you can know what is the best information to serve, and the next best action to take.

“Better customer engagement will result in more satisfied customers and lower churn, boosting revenue and avoiding customer acquisition and marketing expenses. Moreover, better targeted offers and contextualised engagement should lead customers to spend more with their existing operators. Together, these two drivers could generate up to $9 billion in new value over the coming decade.

(Source: Digital Transformation Initiative, Telecommunications Industry, World Economic Forum, January 2017)

Be what your customers need, when they need, how they need it.

At Niometrics, we are able to provide you with answers to your most pressing customer-centric questions. Whether your customers are on social, mobile, or doing a walk-in, you will get a 360-degree view to optimise your engagements across platforms and channels. Our knowledge-driven approach means you are always proactive and “in-the-know” in your customer engagement.

In fact, we created our NIO:CEE solutions to help you shape the best cross-sell and up-sell opportunities, enabling you to approach your customers when they are most receptive to your services. When you answer needs, and provide value-added services at key moments, you increase customer satisfaction and foster loyalty.