Monthly Archives: January 2023

Sustaining competitiveness continues to demand businesses prioritize personalization and agility in their customer experience strategy in 2023. Improved Customer Experiences with Salesforce are attainable. Read on. “You are caller number 10; please stay on the line.” A few years ago, a phone message like this from a company was a standard part of the customer experience. But today, customers expect more. They expect callback options. They expect to open a chat window on your website, send a text message or a tweet, and get a near-instant reply. They expect that you already know who they are when they call, that you’re aware of their most recent order, and that you understand what they need next. They don’t want to repeat their information. And they definitely don’t want to wait. Improved Customer Experiences with Salesforce Here are ways to enhance your customer experience program: Enhancing Customer Experience for Brand Loyalty: Advance Personalized Experiences: By concentrating on these core areas, organizations can navigate the evolving CX landscape, delivering exceptional customer experiences. Tectonic is poised to collaborate, customizing Salesforce tools to craft remarkable customer experiences. CX-Customer experience, gets thrown around a lot. But how is it defined, and what does it mean? “Customer experience and service have converged, it’s more than call centers and successful responses to problems. It is service opportunities in sales, support, and marketing. Delivering great customer experiences now means providing amazing, almost magical service at every opportunity.” Peter Schwartz, Salesforce senior vice president of strategic planning What Does Customer Experience Mean? Customer experience encompasses every interaction a prospect or customer has with a business, spanning various channels and touchpoints. Here’s how to enhance customer experience with Salesforce: Customers have always wanted a consistently good buying experience and the best value they can get. If they’re not happy buying expensive razor blades, they can sign up for inexpensive monthly delivery. If they’re fed up with mediocre hotel chains that don’t offer value, why not try Airbnb? The Good News The good news? Customers are willing to pay a premium for great experiences, and not just great products and services. This means businesses have an opportunity to increase revenue by delighting their customers in a way that no one else can. What are the 3Rs of customer experience? Science shows that customers are looking for 3 things in every interaction. These can be summarized in the 3 service values: be reliable, be responsive and build relationships. What are the six pillars of customer experience excellence? Developed by KPMG Nunwood of the UK following research involving more than one million customers across three continents, the system spotlights six key principles as the building blocks for customer experience success: personalization, integrity, expectations, resolution, time and effort, and empathy. Like2 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more