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Finding an influencer for every niche need is so incredibly worthwhile for brands. And social media monitoring drives the discovery process. 
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Companies intentionally taking customers to their breaking point? Can this be real? Believe it. Marketing is whacked out. Companies intentionally taking customers to their breaking point? Can this be real?
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Changing technology makes it that much easier to give consumers what they want.
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2020 is shaping up to be a truly generation-defining year across the spectrum – from politics, to sport, to science…
James Schreier's insight:
So much of these trends are going to have significant impacts on guest service issues.
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In a bid to tackle the enormous demand created by the online market, a number of shipping companies emerged in the past two decades and are catering to millions of purchases made online. Last mile delivery is a small part of the entire logistics process, but a crucial one nonetheless.
James Schreier's insight:
A little more technical than my typical selections -- but interesting!
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From
hbr
If customers can’t reach a human, they can’t get their money back.
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From
qbq
Customer service: it seems so difficult for some. Enjoy this short story of OUTSTANDING service! Pass it on!
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From
fs
The Goal Gradient Hypothesis explains why we increase our effort as we get close to the finish line. Here's what you need to know to put this idea to work.
James Schreier's insight:
There's a fascinating connection, with a link to a very in-depth paper, on how this relates to consumer behavior and customer retention.
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Technology lets companies see how badly they can treat consumers, right up until the moment they bolt. They track how long people will wait, how many ads they will tolerate and their tone of voice. “There is more data available on just how disgruntled someone can be.”
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It is important for professionals and business owners to balance these myths with reality in order to serve their customers effectively and also grow profitably.
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How leaders can find and kill the corporate stupidity that drives customers crazy. John R. Brandt shares how to eliminate nincompoopery.
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Organizational leaders face a common challenge: how to communicate with staff in an authentic and influential way that helps motivate the right behaviors.
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Drawing a page from his newly released third edition of Leading at a Higher Level, bestselling business author Ken Blanchard asks senior leaders, "Have you set up your organization to be high performing?" Blanchard identifies seven focus areas to make sure that a company is positioned to be the employer of choice, provider of choice,…
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Social listening reveals many potential brand stories - but which should a brand pay attention to? Both the positive and the negative ones. Here’s why.
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Eliminate these from your arsenal and you're bound to generate sales.
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When it comes to running a business, the most important decisions a leader makes are not about products or locations--they're about people.
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Basically, bad customer surveys are everywhere. In fact, they appear to be a multi-billion-dollar industry.
James Schreier's insight:
This has always been a "hot" and frustrating topic for me. This is an excellent article on the topic.
James Schreier's curator insight,
September 23, 2019 9:31 AM
There's a "reverse" thinking clearly message to this story. Designing a good survey requires good logical thinking.
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Solutionitis is a serious organizational condition that is a pervasive and chronic contagion in the corporate world. In the hunt to become more differentiated, organizations make up solutions and then invent the problems for them to justify their existence.
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But your employees need to care – really, truly, deeply care – before anything can really happen for your customers.
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It's never too late to course-correct and treat your customers as if they are welcome guests and members of a valued community.
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We’ve identified three traits that separate the best customer experience leaders from the rest.
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Customers are guided around the store by a roving Live Bot – essentially a tablet on wheels – which establishes a livestream chat between the customer and a remote member of the Singtel customer service team. The Live Bot uses facial recognition to identify if someone is an existing Singtel customer, allowing for more personalised assistance.
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“We’ve got to make things easier and more effective for customers,” said nearly every customer experience (CX) manager, everywhere, for the past decade. Indeed, that’s a great strategy to better meet customers’ practical needs. But that’s no longer enough. To really move the satisfaction needle and differentiate, companies need to master another critical component: emotional needs.
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Many brands are grappling with the evolution of customer behaviour and rising expectations, losing margin by being trapped in a price war or wasting their marketing budget acquiring customers who probably won’t come back.
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Amazon doesn’t have a loyalty rewards program, yet most people aren’t surprised when it routinely tops brand loyalty surveys. How does that happen?
“Because Amazon is a loyalty program.”
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