The Experience Economy Goods and Services are no longer enough

Goods and services are no longer enough…the greatest opportunity for value creation resides in staging experiences.

B. Joseph Pine II and James H. Gilmore

We have entered an era when simply providing products and services is no longer enough.

When consumers can choose from any number of brands offering the same thing...

Experience Matters

Customers want to feel

Valued

of buyers will pay more for a better customer experience (Forbes)

Respected

of buying experiences are based on how the customer feels they are being treated. (McKinsey)

Treated like individuals

of consumers want companies to make first contact resolution a top priority. (TeleTech)

Customers are people first – they want to feel valued, respected and treated like individuals. If they get annoyed or feel abandoned, they move on to the next brand with a simple swipe on their mobile device. And providing the best, most delightful customer experience separates the winners from the losers.

The most successful, disruptive brands today are upending their industries by focusing obsessively on experience.

These businesses are relentless in finding new ways to create value and deepen customer engagement with their brand—and their exponential growth is the only validation point they need.

Traditional businesses are stuck in a tenuous and potentially life-threatening position.

Their customers want an experience that is personal, convenient and seamless but they don't have the proper technology, structure or processes to deliver.

A CUSTOMER EXPERIENCE SHIFT

What it was

  • One size fits all
  • Disconnected and frustrating
  • More associates
  • More IVR choices
  • More self-service tools
  • More calls

What it is now

  • Personalized and relevant
  • Seamless and omnichannel
  • Fewer associates with better tools
  • Intelligent routing to build affinity
  • Effective knowledge management for
  • more relevant results
  • Serving a customer through their
  • preferred channel

We believe in amazing experiences. Every time.

Assess the critical moments of truth in your customers’ journeys

Give customers a way to obtain faster customer service

Help connect your customer’s digital journeys to the contact center with technology

Provide more contextual information about where your customers are interacting and provide a personalized experience

Enable your associates to be more productive in in the journey

Our cloud platform brings together all the tools you need.

Customer Collaboration solutions for mid-market and large enterprises

Leading edge technology across all voice, digital, and mobile channels

Cloud delivered services, premise based installations, or hybrid

Professional Services - consulting and system integration

Managed Services - monitoring, platform management, and end-to-end support

When everything is connected, how you connect is everything.

Better connections lead to exceptional experiences, deeper engagement, and accelerated growth.

www.TeleTechTechnology.com

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