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Stephen is very influential and highly regarded in the business. He understands better than anyone the importance of interacting with customers (for example with up-to-the-minute updates) and finding new ways to gain brand exposure and touchpoints. Hence his interest in finding more new and cost effective ways to interact with customers, yet at the same time trying to reduce the burden on Angela’s call centre staff. He is undoubtedly the champion of consumer choice and new channels of communication – especially, recognising the potential of proactive interaction rather than passively waiting for in-bound calls.

In his role as Marketing Director with responsibility for the overall brand experience, Stephen is obsessed with customer relationships. He constantly evangelises about the importance of looking after customers and their lifetime value, appreciating the challenge of churn and the cost of client acquisition. In short, Stephen truly believes the customer is king and places great emphasis on personalisation.

Stephen needs a precise picture of his customer base, their behaviours’ and the segmental groupings. He places especially high importance on data related to conversion rates, buying trends, baskets and key performance indicators such as margin and turnover.  Often found sharing ideas with Angela in the contact centre, Stephen needs her staff to engage with each and every client, treating all to a consistent brand experience and that all important personal touch.

Stephen is seldom satisfied by simple metrics such as average handling times choosing instead to evaluate effectiveness through first-time resolution rates, up-sell value and customer satisfaction metrics. In support of his personal targets and objectives, Stephen likes to constantly canvass customer feedback online, over the phone and via SMS. Angela “hates” him!

Stephen is very influential and highly regarded in the business. He understands better than anyone the importance of interacting with customers (for example with up-to-the-minute updates) and finding new ways to gain brand exposure and touchpoints. Hence his interest in finding more new and cost effective ways to interact with customers, yet at the same time trying to reduce the burden on Angela’s call centre staff. He is undoubtedly the champion of consumer choice and new channels of communication – especially, recognising the potential of proactive interaction rather than passively waiting for in-bound calls.

How numero can help Stephen

The key to success for Stephen is to provide proactive and consistent customer interaction across all communication channels. He also needs up-to-date information at his fingertips in order to analyse and understand customer behaviour for everything from:

• The provision of communication channels matching the customer’s choice of contact style
• The availability of both inbound AND outbound channels to communicate consistently in a personal manner
• The understanding of the behaviour of all customer groups for each activity and customer type, along with the relative effectiveness
• The understanding of customer behaviour across all channels in real time
• The current response rates in relation to TV, SMS and web promotions

Some of the ways numero solutions help Stephen include:

• Providing an easy and efficient way to interact with customers via any communication medium including phone, IVR, web, text (SMS) and traditional correspondence
• Standardising and personalising business interactions and responses in a way that is consistent with the desired brand experience
• Ensuring information on everything from conversion rates to profit by customer is available at the touch of a button
• Enabling new customer communication options can be introduced quickly and cost-effectively
• Enabling one-to-one customer dialogue via any communication medium.