Attract and retain customers by leveraging the customer experience

Featured resources

Walk a mile in a customer's shoes
Find common scenarios and a holistic approach in this white paper

White paper
The customer experience: Your strategic advantage

Customer experience assessment
Get a better picture of your current customer experience situation

Podcast: Boosting customer satisfaction with Web innovation
See how the Royal Canadian Mint increased sales with a better user experience

Case study
Bell puts the Royal Canadian Mint on the online map

Organizations looking for an edge to stand out from competitors and sustain business growth need to find new formulas for attracting and retaining customers.

And customer retention and loyalty aren't just for the private sector, as citizens also expect impeccable service from governments and public agencies.

Creating a positive customer experience requires an end-to-end approach – everything from creating the best user interface, creating content that's easy to find, providing on-demand online assistance, and more.

Create a plan and strategy – Develop your customer experience strategy with alignment to the business objectives of your organization.

Create awareness – Allow customers and citizens to quickly find the products, information and services they are looking for. Marketing and search engine strategies help establish awareness and facilitate access to your online services.

Create and manage engaging content to keep pace with new products, services, policies and marketing efforts. This will help your organization drive engagement and sales.

Ensure ease of use – Improve usability to increase your Web site conversion rates and revenues while lowering call centre volumes, high drop-off rates and customer dissatisfaction. In addition, improved accessibility helps you cast a wider net by ensuring equal access to content and services for all people, regardless of hardware, network, physical or mental ability, or location.

Measure to improve – Measure the impacts of your customer experience on your bottom line. Defining the appropriate key performance indicators and using Web analytics to measure results will help improve customer experience on a continuous basis.

Create a consistent experience across multiple channels – With the availability of many customer interaction channels, organizations have been trying to support as many as possible, but not always succeeding because they are also trying to contain costs. This often results in a poor customer experience.

Setting up the appropriate multi-channel service delivery strategy contributes to a better overall customer experience, improves efficiency, reduces costs, and generates new business opportunities through cross-channel tactics.

Think beyond the front door – E-business is not only about buying and selling on the Internet, but also servicing customers and collaborating with business partners. An e-business infrastructure pieces together different systems, and the right technology choices and systems integration will enrich the customer experience from end-to-end through improved performance, functionalities and ease of completing transactions.

Get an edge with innovative applications – Portals, Web, and mobile applications can be developed to meet specific business needs, personalize services and provide additional flexibility. Customization can help create that edge that will help your organization deliver a superior customer experience.

Improve the skills of customer-facing personnel – Customers and citizens may need assistance to complete a transaction, find important information or resolve an issue. A timely and efficient intervention from a well-trained contact centre agent will have a significant impact on the customer experience. E-learning allows you to improve the skills of your contact centre agents by making simple and effective training programs available.

Talk to Bell – There are many ways to improve the online experience. That's why Bell offers comprehensive Web solutions to transform your business and generate results. For more information, contact a Bell representative today.