The partner ecosystem is becoming increasingly important to more and more companies as a major channel for interacting with customers. How do you do this one right? What’s the benefit of using partners when interacting with those cutomers? Who has been successful doing it and how?
Number of Pages: 9
What Should Be Included and Why?
(Maz P.)
- Risks - What if your partners are your distribution channel? What happens when they don't deliver on the brand promise?
- Risk mitigation - You outsourced your key communication channel (the call center), 12 months later you moved it back because your customers were disgruntled. How do you maintain customer relationship /experience quality when outsourcing?
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Vendors Who Could Be Showcased in this Chapter
Responsetek - Through the use of its software allows organization to monitor its end customer experience, delivered by partners.
- Best practice industry examples - A major online travel portal who successfully used the voice of the customer to drive the outsourcer to understand where it was failing, and which agents were the source of failure. The results - Outsourced call center is now on par with the in-house call center.
- Besta Practice industry example - A US mobile telco monitored their multiple distribution channels to drive and insure the intended customer experience. Their success, as measured by JD powers was going from last place to first in under 12 months
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