It’s time to start building something new. A new way to understand customers, a new way to interact with them and a new way to better serve them. There is nothing more important in today’s marketing environment than creating an unprecedented customer experience—one that recognizes, honors and exceeds individual customer [...]
My 17-year-old daughter recently obtained her first job at a nationally known retail chain. At the risk of defying her threat that, "you had better not tell anybody where I'm working," I will not reveal the chain's identity....
The great thing about annual predictions is that we tend to forget about them by the time the next year rolls around. And that explains why every organization on the planet seems willing to gaze into a crystal ball this time of year. By this time next year, everyone will forget the predictions that went wrong — and a few lucky folks will have the luxury of basking in the glory of things they actually got right. With that in mind, we're going to share some of the visions of digital Topic: Digital Marketing.
Companies that provide good customer experience (CX) will miss the mark in 2015, states a new Forrester report.Instead, as companies strive to differentiate themselves based on the quality of their customer experience, only those that deliver great customer experience will come out ahead, according to "Predictions 2015: The Race From Good To Great Customer Experience Heats Up" ($499 fee). Topic: Customer Experience.
Botched orders, rude waitstaff and that mocking, automated voice answering your calls -- everyone has a customer service horror story. In fact, 68 percent of households have experienced "customer rage," according to a 2013 telephone survey of 1,003 consumers by Arizona State University's W.P. Carey School of Business. Customer rage occurs when customers find themselves extremely upset about a company's bad service.
Nobody who has ever had a customer service dispute wants to experience what happened to Ben Edelman, the Harvard Business School professor whose irate email to a Chinese restaurant went viral on social ...
As 2014 winds down, I have taken the time to pause, and look ahead to what top customer service trends are surfacing for 2015 and beyond. Good service — whether it's to answer a customer's question prior to purchase, or help a customer resolve an issue post-purchase should be pain
December. That time of year when thoughts turn to holiday gatherings and unused PTO (paid time off). It's also that period when New Year's predictions articles accumulate like scraps of wrapping paper on Christmas morning. So with this in mind, here's the number one priority for customer experience leaders in 2015.
Most consumers want brands from which they purchase products and services to use mobile channels for customer care. But brands have a much different idea of how well they are doing in customer care, regardless of platform, than do their customers.
With the precision of a Rockettes' dance number, one by one the windows in my house have all snapped the little doohickey that lets them slide up and down smoothly and keeps them from going off-tilt. If I were a window repairman, I'm sure there woul...