Solving the Customer Experience Crisis
Customer Experience Management in Action
Here are how well-known companies manage their customer experience to increase sales and improve customer loyalty worldwide:
- Telecommunications giant BT serves more than 20 million customers. The company's 600 internal websites, 350 external sites, contact centers and other customer touchpoints sometimes confused BT customers by providing different visual identities and, at times, conflicting information. In addition, process bottlenecks caused difficulties in the timely delivery of promotions. BT addressed its customer experience needs by working with Interwoven to provide an integrated sales and e-service environment that increased customer satisfaction and helped improve the results of product launches and marketing campaigns.
- Hilton International operates more than 400 hotels worldwide. The company needed to provide local markets with a more targeted Web experience, maintaining its brand consistency so customers around the globe would experience the same Hilton look and feel and high level of service, while obtaining locally relevant information. This sizeable project required the translation and editing of more than 4.5 million words of text and over 25,000 individual files. Hilton, with Interwoven, created a foundation that ensured a consistent international corporate identity for Hilton and established a common center for businesspeople around the world to collaborate on localized content. As a result, Hilton International was able to deliver a unified customer experience worldwide, thereby increasing customer satisfaction. At the same time, Hilton improved process efficiencies, saving more than $1 million in the first year.
- Avaya, a global leader in business communication applications, systems and services, provides communications networks for more than one million businesses worldwide, including more than 90% of the Fortune 500. Avaya sought to unite its many customer websites to provide an integrated, consistent customer experience around the globe. Furthermore, with sales offices in 60 countries and an extensive worldwide partner network, Avaya was challenged to provide its global sales teams and partners with the most current and accurate product information at all times. Avaya deployed Interwoven customer experience solutions to provide integrated Web experiences for its customers, partners and global sales teams. Today, these key audiences receive personalized and brand-consistent product and company information, contributing to increase Avaya sales worldwide.
As these successful companies demonstrate, managing customer experience can generate dramatic increases in revenue and customer satisfaction.
A recent report from analyst firm Gartner agrees, saying "A poor customer experience is a step on the path to defection, while a good one encourages loyalty. Customer experience is what ultimately creates the highly prized relationship and reputation."
These successes will continue, as more executives apply customer experience management to tame the customer experience crisis.
Benefits Flow from Interwoven Customer Experience Solution
The Interwoven Customer Experience Solution integrates all processes, from content creation to online and off-line publishing for customers worldwide. Because the Interwoven Customer Experience Solution has been refined by best practices developed through years of experience and hundreds of engagements, leading companies have achieved significant results:
- Stop brand abuse by achieving unified branding, messaging and corporate image across all markets and languages;
- Increase revenue per customer and customer satisfaction by providing higher-quality customer content and consistent customer interactions across all touchpoints;
- Enable faster worldwide product launches and promotions updates to brands and messages collaborative creation through global publishing, enabling an enterprise to create customer content that can be used immediately around the world;
- Tap new markets by supporting rapid, cost-efficient localization of customer content;
- Reduce costs by automating manual processes, by preventing redundant work and by unifying fragmented customer experience processes; and
- Provide security and regulatory compliance while protecting customer privacy.
The Interwoven Customer Experience Solution helps respected organizations in manufacturing, retail, life sciences, legal firms, financial services, government, telecom and more tame the customer experience crisis. Interwoven solutions build strong global brands, deliver consistent, persuasive content across all touchpoints and provide customer experiences that keep customers satisfied, decrease defections, increase sales growth and optimize lifetime customer value. To learn more about how the Interwoven Customer Experience Solution can help your organization drive revenue growth and customer satisfaction, visit Interwoven (
www.interwoven.com)" or email info@interwoven.com.