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HOTEL
HOTEL
Kiosk
Closed
UPGRADEMe
Congragulations Anna you are our
lucky winner todayRick
How Brands Solve Customers’ Problems on the Road
With today's mobile customer experience, customers are becoming more informed and empowered, and they expect immediate brand contact
through social media, SMS or mobile chat. The days of waiting for hours to resolve traveling issues are quickly fading.
1. https://www.tune.com/blog/global-mobile-why-2016-is-the-global-tipping-point-for-the-mobile-economy/
2. http://blogs.forrester.com/kate_leggett/16-01-28-online_self_service_dominates_yet_again_why_its_an_e�ortless_way_to_get_to_your_answers?cm_mmc=RSS-_-BT-_-63-_-blog_2629
3. https://www.icmi.com/Resources/Customer-Experience/2016/01/Customer-Service-Trends-in-2015-and-What-They-Mean-for-2016
4. https://www.brandwatch.com/2015/02/marketing-provide-great-customer-service-via-social/
5. https://www.icmi.com/Resources/Customer-Experience/2016/01/Customer-Service-Trends-in-2015-and-What-They-Mean-for-2016
6. https://www.exacttarget.com/sites/exacttarget/�les/deliverables/etmc-2014mobilebehaviorreport.pdf7. http://www.theharrispoll.com/
8. http://www.business2community.com/digital-marketing/tips-measuring-roi-digital-marketing-01122743#JGI1j0OlHXKm1t9L.97
SOURCES
www.touchcommerce.com
I was trying to book a
hotel room for my
European vacation on
the BestHotel mobile
app but had some
questions. So they
offered to chat with
me and helped me book
a beautiful room in
Tuscany!
On my way to the hotel from the airport, I got an email from BestHotel regarding my check-in. So I clicked the link in that email and it took me to a chat on their mobile web-site where the rep solved the issue immediately. How cool is that???
My hotel room was not
as clean as it should be.
I was so annoyed that I
tweeted about it, to
which the manager
responded with a link to
chat on their website. 10
minutes later the
cleaning service was
knocking on my door!
I'm so lucky that the winery in Tuscany offers reservations via SMS chat! Did you know that mobile data costs a fortune when you are outside of your country??? SMS chat was cheaper!
Early this morning I walked
to the pier and tried
to
book a sightseeing cru
ise for
the afternoon. The k
iosk
wasn’t open yet, but
they
had a QR code on th
eir
sign. I scanned the QR
code
and booked the tour
after
chatting with the bo
oking
agent and even got a
really
good deal :)
Wouldn’t you know, I had an accident with my rental
car! So I called the rental company. One of the phone
options was to start a mobile chat instead of waiting on hold. They not only registered the damage,
but sent someone out to pick us up!
Coming home! While waiting for my flight in
the airport, I saw an airline ad offering seat upgrades. I texted “upgrade” to the number
on the ad and chatted with Rick. Now I have a
fully-reclining seat and champagne to toast to my adventures abroad!
of companies think mobile customer service is a competitive differentiator
Create lasting customer relationships with:
Make social engagement matter with:
62%
of customers want a response on Twitter WITHIN AN HOUR - a number that rises to:
if they have a complaint
72%
Provide immediate, convenient customer engagement with:
of customers would prefer to text customer service64%
Convert shopper interest into real purchases with:
OF MEN OF WOMEN56% 39%
Transition your clients to online service with:
of customers feel it takes too long to reach a live call agent
75%
Transform your media message into a rich, interactive conversation with:
According to a Microsoft Advertising research report, DIGITAL ROI outperforms TV, print, radio, and outdoor ROI. If digital is added to these media channels, it enhances their effectiveness
TouchCare
TouchSocial
TouchSMS
TouchStore
TouchConnect:
TouchMedia
IVR to digital
Online chat adoption among customers has significantly risen in the past few years:
Boost conversion rates with:
TouchSell
2009 2012 2015
38% 43% 65%
have scanned QR codes to gain quick access to information
&
53%
LET’S SEE HOW ANNA’S VACATION IS INFLUENCED BY THE MOBILE CUSTOMER EXPERIENCE.