Blog Coveo Insights

Customer-Centricity and Information Availability – The Necessity of Innovation

Posted by Diane Berry on May 9, 2012

We’ve all heard the expression “necessity is the mother of invention.” In today’s day and age of digital engagement and the rapid pace of change in which we all live, this statement couldn’t be more true. Today’s consumers do not want to wait. There is a need for immediate satisfaction which means proprietors need to not only react to requests faster – they must have all of the necessary information to answers any number of requests at their fingertips, in an instant.

This information immediacy issue is playing out every day in many industries in multiple formats – whether it’s a customer on the phone with his or her mobile phone provider trying to straighten out a bill, a product engineer working to determine the next phase of a development cycle and needing to tap into a side project for research data, or a sales force leader determining an appropriate engagement strategy for his or her organization. The problem is, as common as these scenarios are, the access to all of the information necessary to make insightful decisions is not as prevalent as one may think.

This is why Coveo and its customers are paving the way – truly leading the charge as innovators – bringing together vast amounts of data on our unified indexing platform across enterprise systems and social channels and making it available with contextual relevance to each and every user—we term this one-to-one, end-to-end. With a single, unified view of information across channels (think an information mash-up like you’d get on Yahoo! Finance), customer service teams discover information relationships within diverse data sources to better know and serve their customers and enable better decision making – all aimed at building a truly customer-centric organization. Read more and comment »

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The Consumerization of the B2B Website

Posted by Diane Berry on March 1, 2012

Like many busy professionals, I shop online.  Recently I’ve noticed those items I’ve looked at on, for example, the Neiman Marcus website follow me around the internet as I surf for information related to my work. This doesn’t work for me. The context is all wrong. I am not shopping for shoes while I am reading a blog about the new category of insight software.  The relationship between me and the shoes may be right – Google has correlated my action, though not interpreted it. I actually did not like that pair of shoes and not only is the context wrong, the shoes are no longer relevant to me.  They now irritate me, following me around the web for a couple of days. Now I have a not-so-good feeling about Neiman Marcus.

Clearly we all know that the customer experience runs across all channels and all front-line employees; however the website is arguably the most important channel for many organizations—and not just for ecommerce, but for complex, B2B products and services as well.

Your website is your best brand representation and should reflect your knowledge of your customers and adjust quickly to each and every customer (and it goes without saying about your own products and services, as well as how the customer is using them and whether or not he or she is satisfied). After all, as we see with my Neiman Marcus example, consumers – who are often times also B2B buyers—are beginning to experience the correlation of their actions with the information served up to them on the internet.  Customers expect the same experience on your website that they may get on the internet at large—only better, because they know you, and you should know them.  And yet, both experience and research shows that companies are struggling to provide that personalized, one-to-one experience on their website. Read more and comment »

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Is a Lack of Insight Holding Back Your Organization?

Posted by Diane Berry on February 24, 2012

Is your organization suffering from Enterprise Insight Deficit Disorder? There’s a good chance it is, and there’s an even better chance that lack of insight is hurting your company’s performance.

Enterprise Insight Deficit is caused primarily by hoards of information distributed among multiple IT and organizational silos and in social media, making actionable Insight challenging to attain. It’s a significant obstacle across the customer and product lifecycle—from R&D to customer service. Lack of insight negatively impacts customer service, engineering and sales teams from better serving customers, selling to their customers, and quickly innovating products and services.

In customer service, you might have noticed certain issues coming to light. Are customer service costs growing? Is customer satisfaction declining? Is customer self-service not deflecting as many issues from the call center as it should? Do your customers feel that your company doesn’t really “know” them and all their interactions with you and prior product/service purchases? Read more and comment »

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