Explore a 360 degree view of your customer to understand their relationship with your brand or product. Using analytics and an integrated marketing approach, deliver amazing and intuitive experiences in a way that is natural and understood by your customer.

1. 360 Degree
VIEW OF THE CUSTOMER
Become a customer-centric
business

2. Problem
Customers don’t feel understood by businesses

3. Problem
Businesses have divisions, and different lines of business and systems are
disconnected.

4. Problem
There is a disconnect between how businesses see us and we see them.

5. Consumer Buying Process
Each touch point is an opportunity for the company to meet demands or
exceed expectations.

6. The Process
Call CenterOnlineOnlineSalesOnlineAdvertising
See an ad on TV for
a new phone.
Perform a search
and visit a mobile
carrier’s website.
Search for products
and pricing.
Visit a store, talk to
sales reps, demo a
few phones.
Purchase the phone.
Set up online
account. Could
include automatic
payments.
Phone starts having
trouble. Visit website
and read support
documents. Can’t
find help.
Advertising Online Sales Online Online
Phone starts having
trouble. Visit website
and read support
documents. Can’t
find help.
Call Center

7. Channels and Departments Affected
Advertising
Sales
Online
Support
Social
Online/Web
Social
SEM
Mobile
Billing
Email
In-Store

8. What if?

9. When you called the call center they already knew
what your problem was because of the support
documents you read on their website.

10. When you called the call center they already knew
what your problem was because of the support
documents you read on their website.
What if they already knew this was a common
problem that drove a lot of calls, and updated their
content on the website in the first place.

11. Solution
Understand Your Customer From The Start

12. Consider
Ask Yourself the Following

13. ONLINE
What web pages do consumers visit before they call the 1-800
number?
1

14. CONSUMER BEHAVIOR
Are there behaviors or patterns that occur before a customer
closes their account?
2

15. SOCIAL MEDIA
Do social features change behavior? Increase engagement or
loyalty?
3

16. MARKETING
Do particular types of email marketing drive in-store behavior
versus online?
4

17. Solution
360 Degree View of Analytics

18. Integrated
Technology
Data
New Analytics
Technology

19. Become
Customer-centric

20. Become
Customer-centric
Connect the data and build one
single view of the customer.

21. Become
Customer-centric
Connect the data and build one
single view of the customer.
Build a customer-centric culture
and organization.

22. Become
Customer-centric
Connect the data and build one
single view of the customer.
Build a customer-centric culture
and organization.
Break down the barriers that
keep business systems and
divisions divided.

23. Predictive analytics allow businesses
to connect with individual consumers
and create a better user experience.

24. SOCIETY CONSULTING
Presented by

25. Connect With Us
SOCIETY CONSULTING
@SOCIETY_CONSULT
SOCIETY CONSULTING
SOCIETYCONSULTING.COM