The Path to Customer Experience Success

Enabling New Organizational Readiness for the Multichannel Customer

This 2012 white paper from Strativity Group, Inc. reveals the many ways social media and multichannel posts contribute to the customer experience, and how the multichannel customer expects companies to be ready now with a tightly integrated capability and a culture that supports it. An integrated Voice of the Customer Program plays a role at each step of a customer's complex journey to discover, evaluate, buy, access, use and get support for products and services. Why not integrate and align your firms' multichannel activities with your customer experience strategy to improve satisfaction, loyalty, retention and the bottom line?