Learn how a deep understanding of touchpoints - and the ways they drive customers closer to you (or farther away) - can improve acquisition, retention and loyalty, create better customer experiences, strengthen relationships and boost your bottom line. (Plus 5 steps for leveraging touchpoints to profit from better customer relationships.)
See how the landscape of customer experience is being altered forever, as touchpoints continue to drive shifts in distribution, feedback and marketing channel control. In this whitepaper, you'll learn how making your touchpoints stronger, faster and smarter today will mean increased profits and stronger market positions tomorrow. (Plus 7 specific steps any company can take to improve customer experience today.)
Published By: Optimizely
Published Date: Apr 06, 2018
Optimizely helps companies better understand and serve their customers.
Every touchpoint with a customer is an opportunity to win that customer’s heart, make them great, and make them better.
By experimenting everywhere, businesses have a powerful strategy for reorienting towards their customer as the true north, striving to iterate quickly, make improvements, and deliver customer experiences that are delightful and fuel growth.
Optimizely enables you to experiment everywhere—both across the organization and across every interaction you have with a customer. In a company that experiments everywhere, everyone from Marketing to Product Management, Design, Engineering, and the C-Suite can inform their decisions with experiments that engage customers for their reactions.
Creating competitive advantage starts with a
sound digital strategy.
In a 2017 survey of healthcare consumers across the U.S. from a representative range of demographic groups, we found that 88% of consumers begin their search
for healthcare providers online. Consumers rely on search engines and review sites
to steer their decisions about where to go for care.
What consumers read about you online heavily influences their decision-making.
Your reputation is defined at every touchpoint a potential patient has with your
doctors and organization on the web — from the doctor or location listing, to patient
rating and reviews, to finding the right doctor and reading profiles on your website.
Done well, online reputation management (ORM) enables your providers to
generate a high volume of representative reviews from the “silent majority,”
while providing valuable insights to improve patient experience, make operational
improvements and drive new patient appointments.
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