In August, Oracle will be a Platinum Sponsor over both the CRM Evolution and Customer Service Experience Events, which are taking place at the Marriott Marquis in New York City. Register now for these events to hear from experts, including Oracle's own thought leaders, about providing exceptional customer experiences across multiple channels by aligning internal strategies with customers' needs. Right now, get a head start by reading five ideas about connecting with customers, choosing the right tools, and how to avoid a crisis.
“The best crisis scenario is one that never occurs, and that's where listening is vital. Not just the standard customer-listening tools such as surveys, feedback forms, and focus groups. Those are important, of course, but they need to be augmented by a range of technologies that tap into the social media world, from simple Google Alerts to high-end packages such as Nielsen BuzzMetrics.” —Greg Gianforte, Founder, RightNow Technologies, Inc.
“The first thing that companies need to do is really integrate their idea of the customer across channels. If the customer is tweeting, calling, emailing, texting, or using some other method of communication, all those interactions should be aggregated, so that that you understand what your customer is trying to do and address that person on his or her terms.” —Chris Bright, director of interactive applications at Expedia
“There is differences in channel preference by customer demographic; younger generation are more comfortable using peer-to-peer communication, social networking and instant service channels such as chat, so your company need to make those technologies options available.” —Michael Abramow, director of Industry Strategy & Insight at Oracle