10 Strategies for Delivering an Exceptional Experience in a Digital World
How to foster an innovative and proactive approach to digital engagement that educates and guides members while minimizing friction. Whether it's the advertisements that appear on their social media page or suggestions for movies based on their streaming habits, today's consumers have become accustomed to receiving relevant content from the companies they do business with. Consumers increasingly expect that companies will anticipate their needs and offer proactive guidance at the right time. One firm that illustrates this type of exceptional digital engagement is USAA. Brent Hartman, Director, P&C Digital Product Management for USAA, shares ten strategies for using proactive digital engagement tools to deliver guidance at scale. Strategy #1 - Define Your Overall Mission, Strategy #2 - Understand Your Demographics, Strategy #3 - Focus on Both the Financial Services and Digital Experience, Strategy #4 - Replicate a High-Touch Experience in a Digital World, Strategy #5 - Know Your Data, Strategy #6 - Iterate and Improve, Strategy #7 - Test, Test and Test Again, Strategy #8 - Communicate Proactively, Strategy #9 - Focus on Education, Strategy #10 - Get Started Now.