tailieunhanh - MARKETING - Customer Experience: Empowering People. Powering Brands. With Oracle Marketing Solutions

Today customers have more choices, higher expectations, and greater influence. The voice of the customer has never been louder and has taken control of the conversation and forever changed the relationships with brands. Customers decide how, when, and where they want to engage with your brand—whether it’s in the store, on the Web, over the phone, or across their social networks. They expect you to know who they are and what they need, and to seamlessly recognize them at every touchpoint. And with the plethora of new social channels amplifying the customer’s voice, peers now have greater influence over the. | Hardware and Software Engineered to Work Together EXECUTIVE STRATEGY SERIES MARKETING Customer Experience Empowering People. Powering Brands. With Oracle Marketing Solutions. ORACLE Oracle Customer Experience EMPOWERING PEOPLE. POWERING BRANDS. Illllllllllllllllllllllllllllllllll II Introduction Today customers have more choices higher expectations and greater influence. The voice of the customer has never been louder and has taken control of the conversation and forever changed the relationships with brands. Customers decide how when and where they want to engage with your brand whether it s in the store on the Web over the phone or across their social networks. They expect you to know who they are and what they need and to seamlessly recognize them at every touchpoint. And with the plethora of new social channels amplifying the customer s voice peers now have greater influence over the buy decisions than traditional marketing. As a result the power has shifted from brands to customers. This shift makes it impossible for companies to sustain meaningful differentiation based solely on price or product. The only option that remains is a differentiated customer experience. In this executive strategy brief we will explore how customer experience drives business value the three key principles of delivering great experiences and how Oracle s marketing and loyalty solutions can help organizations create and manage their own great customer experiences across all channels touchpoints and devices. EXECUTIVE STRATEGY SERIES JULY 2012 2 Illllllllllllllllllllllllllllllllll II 47 percent of businesses struggle to deliver an integrated experience. Oracle white paper E-Commerce Trends for 2012 Mobile and Facebook Take Center Stage as Online Retailers Focus on Customers Digital Experiences February 2012 Measuring the Business Value of Customer Experience Every Interaction Counts Good customer experience is a business imperative to grow and sustain competitive differentiation in .