It has been repeatedly observed that customer acquisition is far more difficult than retaining existing one. This can only be possible if a through customer experience is provided that is both personal as well as unique. In order to provide this, every possible medium of engagement must be applied. Business consulting provided by Deloitte confirms that over ninety percent of enterprises regard customer experience across multiple channels as a competitive edge. That is where tracking mentions on social media outlets like Twitter becomes so important. An omni-channel approach is good for providing service but for engagement, multiple platforms helps. Website design now needs to be structured to integrate with tablets, laptops and smart phones. This is because as Pew Research has found out majority of people in the developed nations and increasingly in the others as well use multiple devices. Predictive analytics must be used to extract vital business intelligence about customer segments. It uses techniques of data mining, modeling and machine learning to provide the solutions.

Source:http://customerthink.com/how-to-make-your-customers-experience-unique-and-personal/