It is no secret among Customer Experience (CX) professionals that most CX efforts fall flat.
Evelyn Weiss's insight:
Watch out! Are you providing the best Customer Experience that no one wants? A CX program is necessary, but it is not enough. Companies succeed when CX is driven from the top, is integral to company culture, guides the behavior and actions of all employees, spans silos, and ensures that products and services satisfy consumers' most important needs. Take a look at the CX pyramid. Where do your CX initiatives are fitting?
With every human expected to own some 20 or more connected devices by the year 2020, the Internet of Things (IoT) is a phenomenon that can't be ignored.
Data connections deliver insights; when applied, these insights inform and improve products, services, and ultimately customer experiences (CXs) and relationships. Harnessing digital connections to foster deeper human connections is the highest opportunity of IoT.
Here you can find a framework for contextualizing the Internet of Things, and five definitive ways companies can use sensors to create mutual benefit for both brand and consumer through the entire customer journey.
Investing in a comprehensive customer experience program enables organizations to effectively connect with their customers, enhancing service delivery and
Evelyn Weiss's insight:
There is a big challenge in creating a seamless experience for customers. Specially when 81% of executives believe that customer experience has improved but 66% of customers believe that the customer experience stayed the same or decreased. Check out this infographic about travel industry and please feel free to generalize it to other industries to analyze the impact that an organized service experience could make.
The Value of Customer Experience, Quantified. Intuitively, most people recognize the value of a great customer experience. Brands that deliver them are ones that we want to interact with as customers — that we become loyal to, and that we recommend to our friends and family. But as executives leading businesses, the value of delivering such an experience is often a lot less clear, because it can be hard to quantify.
Striving to gain greater insights into how existing customers can be retained and grown while attracting new prospects, nearly all companies are capturing customer data at an accelerating rate. The challenge is to translate the massive amounts of captured customer data into strategically relevant, insightful and immediately useful action. Too often [...]
The good news: Businesses understand that taking care of the customer experience is just one of the requirements of doing business today and surviving to see tomorrow. The bad news: Businesses continue to treat customer experience as a standalone...
A couple weeks ago, San Francisco-based taxi company DeSoto announced a rebranding effort to try to reclaim market share lost to ride-sharing service Uber. The company adopted the name of a mobile app, Flywheel, and repainted its vehicles in the hopes of helping passengers realize they can use a mobile [...]
Evelyn Weiss's insight:
It's really impressive: 90% of sharing economy customers would recommend the service they most recently used. So, the question is: what inspires such customer love and loyalty?
My opinion is that "you get what you give".
They are obsessed over the quality of the experiences they deliver and therefore teach valuable customer experience principles for all businesses.
With the rapid growth of digital consumption and what seems like daily proliferation of social media channels, marketers are faced with more choices than ever when considering how they want to reach the consumer. With each choice comes a certain amount of risk as marketers choosing to put a heavy investment [...]
Customer service leadership — leadership that coaxes great behaviors and performance from your customer-facing employees — is a key to creating a successful customer experience. How to get the most from your customer service employees following the employee selection (hiring) process.
This article is by Josh Bernoff, senior VP, Idea Development, at Forrester Research. He is the co-author of the new book, The Mobile Mind Shift. “Hello, customer. I’m from the company’s marketing department, and I’m here to help you.” That’s something you don’t hear very often. Customers expect marketers to try to [...]
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