Customer Experience Management

Retailers are finding it difficult to stand out in today’s global marketplace. IBM WebSphere Portal software can help them deliver flexible, integrated environments that support personalized user experiences. Read this executive brief to find out exactly how IBM is helping retailers differentiate themselves from their competitors.

In a 2007 poll of nearly 200,000 consumers, IBM found that retailers who integrate customer-focused initiatives are more likely to turn regular consumers into brand advocates and outperform their competitors. Download the white paper and find out what key retailer attributes drive consumer advocacy.

According to Selfserviceworld.com, 50 percent of consumers prefer to use credit cards at self-checkout counters. As credit card usage continues to rise, it's beneficial for retailers to consider non-cash methods of payment. Download the white paper and see how self-checkout solutions from IBM can help increase sales and improve customer satisfaction.

View to this webcast and learn how Memorial Health System, a 500-bed hospital system in Colorado Springs, Colorado, has recently implemented a portal strategy based on IBM WebSphere Portal and Lotus Web Content Management that allows them to quickly and securely provide online capabilities for their external and internal user constituencies.

It’s not surprising that first contact resolution (FCR) is becoming a high priority among forward-looking contact center managers. Increasing the percentage of contacts resolved during the initial contact provides three great benefits; customer satisfaction goes up, operating costs go down, and contact-center generated revenue goes up. There are also potential downsides, like extended handle time as agents strive to keep the caller on-line until the issue can be resolved.

Online bookings, billing and ticketing activities lie at the heart of high quality and reliable services in the leisure, entertainment and travel (LET) industry. Indeed, they can effectively act as a primary differentiator in an increasingly competitive and cost-aware environment.

Filtration experts have discussed filter presses and their perceived shortcomings. This article discusses filter presses as well as the batch or continuous filtration alternatives to replace them.

In today’s competitive economy, the role of advertising and promotion has never been more important. Creating consumer awareness and driving them to make a buying decision continues to be the central focus, but the average consumer is attacked with more messages than ever before. As the level of total advertising has risen, there has been an evolution of the variety of methods and types in existence. This has placed the advertising industry in a state of chaos.

Point of service is the key to every retail operation. But with e-mail marketing, in-store/self-service kiosks and more, the definition of point of service is changing. These changes create a unique opportunity to utilize advanced technologies to improve the customer experience. The IBM Retail Environment for SUSE LINUX (IRES) is designed to help retailers do just this -- while generating higher profits.

Online retailers are always on the lookout for ways to improve the online shopping experience and stay ahead of the competition. Adding consumer product reviews is one such way. As part of the analysis of the Spring 2007 edition of the Top 100 Online Retail Satisfaction Index, we delved into the data specific to consumer product reviews to answer pertinent questions.

This report analyzes satisfaction of the various methods of generating site traffic (email, search marketing, recommendations, shopping comparison sites, etc.) to see which result in the most satisfied customers -- who are also more likely to purchase in the future and recommend the site to others.

Organizations of all sizes are evolving to an enlightened, business-focused method of choosing network services and service providers called Total Customer Experience (TCE). This white paper describes the evolution toward a TCE approach and the benefits and clarity that TCE brings to the marketplace.

Technology can prove to be a vital component in the quest for service profitability. However, there is a lot of technology out there targeted at field service organizations which has evolved to the point where its introduction in customer-facing functions can significantly enhance organizational productivity.

Targeted and personal, no medium today is as effective at empowering marketers with the ability to reach out and connect with their customers on a real 1-to-1 level more than Email Marketing. This insightful White Paper provides 5 simple but powerful email tactics that will keep your customers coming back for more. 

Interest in customer loyalty programs has never been more avid. After a number of years when such programs always seemed to be on the brink of taking off - but never quite managed to reach expectations - recent years have seen a real and dramatic increase in their uptake. This paper explores the issues which need to be addressed in order to cost justify the implementation of a customer loyalty system.

This paper considers whether smart cards really do have a role to play in loyalty systems or whether they are simply being promoted by the suppliers of smart card technology into what they see as a fast growing, profitable marketplace.

Have loyalty cards reached the stage in their development when they are likely to be merged with other marketing and retailing systems, or will they simply fade away and join their precursors, the green shield stamps, in some far flung promotional graveyard?

Who said, "Money Can’t Buy You Love"? A useful metaphor, though, to help understand the true concept behind customer loyalty. Loyalty programs are about developing sustainable, mutually beneficial relationships. Price incentives can generate a short-term sales uplift but will not engender long-term loyalty.

A fast-growing supplier, NEI's delivery performance was declining, creating a significant problem with past-due shipments, even though the company had an excess of finished goods. Access this case study to learn about how they addressed their challenges.

In order to align their production plans with customer's demand, metal fabricators must integrate seamlessly into the customer's own processes. As a result, integrated systems are essential, bringing design, product lifecycle management and service together in ways that predict, act and rapidly change in accordance with the customer's needs.

In today’s world, it may seem like there is barely enough time to stay on top of running a business, let alone for perceived luxuries like personal interaction over every transaction. This white paper looks at the benefits of combining two popular online communication tools- email marketing and live chat - to boost customer loyalty and retention.

This informative white paper provides 10 great tactics to get you started trying to make that prediction come true. Read this white paper to learn more on how you can drive your email marketing ROI through email relevance.

Email marketing is by far the best way to attract interest in, build desire for, and generate sales of your products and services. Without a well-managed opt-in email list, you can say goodbye to your email marketing investment. This white paper provides powerful tactics to help you grow bigger, better and more relevant opt-in lists - and turn your Web browsers into buyers.

This white paper will outline the components of the Banking Data Warehouse (BDW) and how they assist financial institutions to address the data modeling and data consolidation issues relating to the Basel II Capital Accord. 

This IBM white paper posits that most enterprises have yet to realize the full value of convergence and explains why the real promise of IP networks lies in converged applications. It goes on to explain how IP convergence can build real business value for today's busy contact centers.