Crafting a Unified Cross-Channel Customer Experience

February 20, 2013

Businesses exist to serve customers and, ultimately, everything a business does is geared toward making money from customers in return for goods and services. Any business activity generates events that affect a customer's experience of receiving and using those goods and services. A telco is in the business of combining the physical sources of experience events (such as services, networks, devices, account acquisition, charging systems, billing, provisioning, retail experience and service assurance activities) into a seamless, consistent, continuous customer experience. Telco customer experience includes devices, products and services, and requires continuous support of all three dimensions – markedlydifferent from other industries, which typically focus on any one of these three dimensions. If an element or activity goes wrong and starts to obtrude, the customer experience breaks down, interrupting the perception of what is happening right now for the customer.

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BrandMuscle is the leader in integrated local and channel marketing, serving over 175 of the world’s top brands, with 750 professionals in five offices globally. The BrandMuscle Integrated Local Marketing Platform enables brands and their local marketing partners to deliver the greatest marketing impact to each individual customer. BrandMuscle simplifies and scales digital and physical marketing execution, enabling brands to acquire and retain the best customers, build loyalty, enhance lifetime customer value, and maximize ROI.

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