CUSTOMER INTELLIGENCE
Customer eXperience
As Forbes sees it, "Customer experience can include a lot of elements, but it really boils down to the perception the customer has of your brand. Even if you think your brand and customer experience is one thing, if the customer perceives it as something different, that is what the actual customer experience is. You may think you have high-quality products and a strong customer experience, but if a customer gets a broken product that isn’t fixed, their perception of your company as lower quality then becomes the reality."
Because products between companies can often differ little from one competitor to another, the customer experience can be a defining competitive advantage. It's the experience and the emotional sense and perception of that experience that truly counts; this is where CX thrives. Above all else, the ultimate goal of a CX system is to drive customer loyalty.
CRM
At each transaction point, such relevant patron data as a customer's personal preferences, as well as his or her overall past history transactions are available to the clerk serving the customer, giving them valuable information about how to interact with the person. In assessing CRM solutions, Intelligencia follows the Forrester and Gartner rankings closely. We understand the current CRM offerings, each vendor's unique strategy and market presence, and we can help our clients find a solution that is tailored to their specific needs.
Another important element to a strong customer experience solution is a powerful Multichannel Marketing Hub (MMH). Gartner defines the MMH as a technology that orchestrates a company's communications with and offers to customer segments across multiple channels. These include websites, mobile, social, direct mail, call centers, paid media and email. MMH capabilities also may extend to integrating marketing offers/leads with sales for execution in both B2B and B2C environments.
Loyalty
Loyalty is so important for a business because customers become more profitable over time; increased profits can be derived from increased purchases, reduced operating costs, profits from customer referrals, as well as profits from price premiums as long-term customers are more comfortable paying regular prices for services rather than being tempted into using a businesses’ lower profit products and/or services.
One of the best ways to increase customer loyalty is for companies to implement powerful Customer Relationship Marketing (CRM) systems. CRM is a strategy used to learn more about a customer’s needs and behaviors in order to develop a stronger relationship with them, thereby creating a value exchange on both sides. From a customer perspective, well-implemented CRM systems can offer a unified customer interface that delivers customization and personalization.
Multi-Channel Marketing
A Campaign Management solution helps businesses develop and manage personalized customer communications strategies as well as ensures the timely delivery of offers to its patrons. It allows users to rapidly create, modify and manage multi-channel, multi-wave marketing campaigns that integrate easily with any fulfillment channel, automatically producing outbound (contact) and inbound (response) communication history.
Users can define target segments, prioritize selection rules, prioritize offers across multiple campaigns and channels, select communication channels, schedule and execute campaigns, and perform advanced analyses to predict and evaluate the success of customer communications. Most of today’s solutions provide the capability to represent complex data structures in a format appealing and comprehensible for business users in order for them to make business decisions.
Our Process
Define
Intelligencia can help define your CI + CRM problem as well as provide options for the CI, CX, + CRM products available to you.
Integrate
Getting your data properly set up and cleansed is an integral step in creating a CX, CRM, marketing, and loyalty system that stands out.
Campaign
Intelligencia can help you build personalized customer communications strategies that will create one-to-one marketing on a massive scale.
Analytics
Now it's time to understand your customers so you can provide them with a service they will honor with deep and long-lasting loyalty.
CONTACT US
+852 5196-1277 HK
+853 6616-1033 Macau
505 Hennessy Road, Suite 613, Causeway Bay, HK
Rua da Estrela, No. 8, Macau
contact@intelligencia.co
Intelligencia
Intellligencia is a Hong Kong- and Macau-based software consulting company that works specifically in the hospitality, gaming, fintech, esports, manufacturing, retail, sports betting, and travel industries. Although located in Asia, we work with clients as far away as North America, Mexico, India, Armenia, Australia, and the Philippines.
Connect
Address: 505 Hennessy Road, #613, Causeway Bay, Hong Kong
Phone: +852 5196 1277
Email: andrew.pearson@intelligencia.co
Website: www.intelligencia.co