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Personalising customer care online

Mark Bower, M.D of award-winning digital agency Coolpink, took the lead at Internet World to discuss the increasing importance of online customer engagement.

There are many brands not getting the basics of managing their online customer experience successfully, which is costing them dearly. Customers will not ‘make do’ with sites that have issues, they will simply move on to one of your competitors. The customer must therefore be placed at the heart of your digital strategy.

Customers who choose to engage online want to receive the same level of customer care and the same personalised experience as they would 1 on 1. Brands must strive to deliver not good, but great customer experiences, frankly anything less is unacceptable.

Mark's advice can now be viewed online at:http://www.seminarstreams.com/app/widget.asp?pid=759&mcid=340&sid=493&siJPG=Play-Seminar1&siWidth=370&siHeight=290&plyr=fls

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