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1,227 Added | 4 Magazines | 8 Likes | 36 Following | 507 Followers | @BJR1973 | Customer-centric marketing strategist

The Un-Ignorable Link Between Employee Experience And Customer Experience

Engaged employees lead to happy customers.<p>There is a undeniable link between employee experience and customer experience. Companies that lead in customer experience have 60% more engaged employees, and study after study has shown that investing in employee experience impacts the customer experience …

Customer Experience

How To Quantify And Utilize Customer Feedback

The customer experience is one of the most important factors in determining whether a first-time purchase becomes repeated, long-term business. That’s particularly true for B2B companies in the tech and energy spaces, where new, satisfied customers can go on to represent loyal and lucrative …

Customer Experience

Voice of the Customer: 8 Tips to Win Executive Buy-in

Apple CEO Tim Cook last year said in an interview with CNBC the company's stock price should be the result "of doing other things well." …

Customer Experience

Customer Service Is The New Marketing

<i>Customer service is the new marketing.</i> This statement may sound suspect coming from me, a customer service consultant; it sounds like an example of “when you have a hammer, every problem looks like a nail” thinking on my part, or even the “drunk looking for his keys under the lamppost because …

Customer Experience

3 Major Industries in Which Blockchain Technology Is Changing Life As We Know It

The application of Blockchain technology to health care, music and human resources is only the beginning.<p>Prime Time TV and Radio Show Host, Author, Speaker<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>"Blockchain" is one of two "B" words that are all the rage lately -- the other …

Blockchain

How a 118-year-old trucking company drove its CX transformation

Mack Trucks drove through a CX transformation for its launch of the Mack Anthem. Oracle's Angela Wells maps its journey to reinvent the customer …

Marketing

Consumers Don't Have Time for Poor Customer Service | eMarketer Retail

Fewer people are contacting customer service than they have in prior years but that doesn't make it any less important, according to a November 2017 …

Customer Experience

Marketing Performance Management

There are numerous techniques that can be relied upon to ensure your marketing campaign is successful. Read on to discover how.<p>In order to consider a …

Marketing

Why Your Voice of the Customer Data Isn't Actionable (and What to Do About It)

Voice of the customer (VOC) initiatives have gone mainstream. Unfortunately, too many companies doom their VOC programs from the start. The problem …

Customer Experience

10 Customer Experience Implementations Of Artificial Intelligence

The future of customer experience is artificial intelligence. Artificial intelligence is popping up everywhere and changing how customers interact with brands. In fact, by 2025, an estimated 95% of customer interactions will be supported by AI technology.<p>From chatbots to automation, artificial …

eCommerce

How Blockchain Could Disrupt Banking

Last September, JPMorgan Chase CEO Jamie Dimon took a stab at Bitcoin: “It’s worse than tulip bulbs. It won’t end well. Someone is going to get …

Blockchain

Automation will make customer service the most in-demand job in tech

Throughout history, different eras have begotten different heroes of productivity in industry. In the 80s, the stock broker was the rock star of the business world. In the late 90s and 2000s, it was the computer programmer. For the last decade or so, it's been the data scientist. As the work of …

Customer Experience

From Surveys to Transformation: Take Your Customer Experience to the Next Level

Most brands recognize that customer-listening programs add value to their overall experience. However, almost all struggle to move beyond the basics …

Customer Experience

Signs You May Need a Customer Data Platform

The number of customer data platforms (CDPs) in the market is growing. According to the Customer Data Platform Institute’s CDP Industry Update 2018 …

Marketing

Customer-centric thinking will become the new normal, says Experian

Businesses will need to strive for a customer and compliance led data strategy as Europe gets ready for the biggest change in two decades to data …

Customer Experience

Why Brands Must Move From Communication With Consumers to Conversation

As marketers, we’re increasingly finding ourselves facing an intriguing conundrum when it comes to creating personalized experiences for our …

Customer Experience

Facebook is close to the 'holy grail' of marketing

Facebook is closing in on the "holy grail" of marketing - knowing how the advertising it shows to its more than two billion users affects them when …

eCommerce

Consumers are abandoning traditional customer service channels

<i>This story was delivered to BI Intelligence Apps and Platforms Briefing subscribers hours before appearing on Business Insider. To be the first to know, please click here.</i><p>Interactions with customer service via legacy channels like email and phone have fallen in the US by 7% in the last two years, …

Customer Experience

Jeff Bezos Solved the Customer Experience Puzzle. Can You?

Why do some leaders and companies excel where others fail?<p>One of the biggest mysteries in business right now is why so many companies pay lip service to the customer experience, but don't practice what they preach.<p>Brands undo millions in advertising spending by often intentionally making their …

Hoe technologie ons aan het veranderen is

"<i>Technologie is een gift van God. Na de gift van het leven is het wellicht de grootste van God zijn giften. Het is de moeder van de beschaving, de</i> …

What Is Blockchain and How It Can Revolutionize Businesses and CRM As We Perceived Today

Since 2000, we all have seen a parade of technology emerging, which includes mobile technology, browser-based cloud computing, social media, workflow …

Blockchain

How to Build an Employee Experience That Rivals Your Customer Experience

Provide a strong employee experience and your customer experience will benefit. The logic is clear, but evidence is mounting of the strong link …

Customer Experience

Het belang van een digitale bedrijfscultuur

Digitalisering verandert organisaties in rap tempo. Nieuwe businessmodellen en werkwijzen worden geïmplementeerd om de winstgevendheid en het …

Keeping Up With… Design Thinking

This edition of <i>Keeping Up With..</i>. was written by Ryne Leuzinger, Gina Kessler Lee, and Irene Korber.<p>Ryne Leuzinger is a Research and Instruction …

Design Thinking

Pave the Way to Better Customer Experience by Dismantling Internal Silos

We need to talk about silos.<p>Recent research by my firm shows that more than two thirds of digital managers (68 percent) believe their organization’s …

This 1 Type of Customer Is Not Good for Your Business. Here's Why

If keeping the customer requires your team members to blur the lines on your company's core values, it's the leader's job to step in.<p>Core values are the blueprint with which you build your company's culture. If they're genuine, authentic and consistently practiced, that's when great things start …

Machine Learning Can Help B2B Firms Learn More About Their Customers

Much of the strategic focus in the digital economy thus far has revolved around getting better insights into consumers. B2C firms have been the leaders in customer analytics initiatives. E-commerce, mobile commerce, and social media platforms have enabled businesses to better sculpt marketing and …

Machine Learning

My CX Superhero

My customer experience superhero is Pekka. I think all companies looking to differentiate and grow could learn from him. I was privileged to spend 3 …

5 Blockchain Developments Coming in 2018

<i>Peter Loop is</i> <i>associate vice president and senior principal technology architect at</i> <i>Infosys</i><i>, where he focuses on delivering enterprise cryptocurrency</i> …

Jamie Dimon

Resetting the bar for customer experience

<i>Presented by LogMeIn</i><p>We are amid a customer experience revolution. Gartner predicts that by 2022, approximately 65 percent of all customer service interactions will be digital or text-based versus phone. With today’s customers being much more demanding and much less brand-loyal than they once were, …

Customer Experience