JT

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How To Never Lose A Customer Again

Businesses invest billions each year pursuing new customers. Yet, sadly, too many businesses overlook what it takes to keep their customers happy and ensure that they are customers for life. I had the good fortune to spend time with the Jedi Master of customer experience, Joey Coleman, to discuss …

Customer Experience

How To Create A Customer-Obsessed Company Like Netflix

Customers can choose from more products and services than ever before. The research firm Gartner estimates that by 2025, the number of consumer goods items that consumers can choose from will increase by 30 percent. This explosion of options is part of a fundamental change in consumer buying …

Customer Experience

Why Employee Disengagement Correlates with Poor Customer Experience

Have you ever had a job that you simply couldn’t stand, due to a poor relationship between the decision-makers and the employees responsible for …

Employee Engagement

Customer Journey Maps Work Great ... Up to a Point

Digital transformation is quickly becoming the “Band-Aid” of modern times: It's a term so overused that its meaning is no longer clear. Worse, …

Customer Experience

Customer Acquisition vs Retention: 5 Experts Discuss

In a business environment where customer loyalty is at an all-time low, attention is hard to come by, and competition is always growing, it is no …

Why Retention Stats Often Give You Zero Insight Into the Customer Experience

Not long ago, I was sitting in a meeting discussing the profit-and-loss (P&L) statement for one of our new product lines. The P&L manager was running …

Customer experience is a game of inches

Think back to a time when you’ve had a great customer experience. What about a really bad customer experience? Have you ever thought how a minor change in either scenario could have made all the difference? Imagine if, after an excellent meal, the hostess is rude to you on your way out of the …

How retail marketers are transforming tomorrow's shopper experience

INTRODUCTION<p>If the future of modern brand-building lies in creating meaningful and memorable experiences then there is no more fiercer, or important …

eCommerce

Top 10 Retail Banking Innovations in the World

Starving for some inspiration? Check out these fresh ideas from ten different financial institutions.

Banking

Engaged Employees Drive Great Customer Experiences

It seems sometimes companies think a good customer experience (CX) is only a case of ensuring external customers have a great experience. But what …

Don't Make Delta's Mistake: Confusing Customer Satisfaction with Customer Experience | Inc.com

Every time I fly Delta, I get a survey asking me how likely I am to recommend the airline to friends--a version of the famous Net Promoter Score. Hertz sends a link to a survey after each rental. Amex sends a note after every call to customer service. Hilton does something similar--indeed, …

Customer Experience

Do Retail Banks Have A Problem With Relationships?

Creating a long-lasting relationship is tricky, whether you’re a college student on a date, or a bank looking to create loyalty. Back in college my friends and I used to joke that we were all “relationship challenged.” A steady relationship took a lot of work, and when you’re 20 years old a lot of …

Banking

The Journey's the Thing

Nobody really argues against the idea that knowledge is power. And it is critical to successful marketing on the Internet. Effectively selling products and services on the web requires an understanding usually hidden in vast amounts of data, and an almost immediate deployment of communications …

Personalized Customer Experience Increases Revenue And Loyalty

Personalized experiences are a hot topic these days. Certain types of businesses have become very skilled at delivering personalized service. Think about a hotel you’ve stayed at before that welcomes you back and remembers that you liked a certain type of pillow, a specific newspaper and a corner …

Customer Experience

Top 10 Technology Trends To Watch: Forrester Research

Forrester Research just published The Top 10 Technology Trends To Watch: 2018 To 2020. Ten trends, which Forrester breaks into three phases of dawning, awareness, and acceptance, are setting the pace of technology-driven business change.<p>In the dawning phase, a few innovators experiment with new …

Top 10

How to Make One-Time Buyers Repeat Buyers

After analyzing data for many businesses, one statistic has always struck me: the number of customers who’ve only purchased once. Whether it’s for a …

Customers

What Is The Customer Experience Cloud?

It used to be that organizations had individual clouds for their marketing and sales efforts as a way to pull together data, with each cloud holding information for just one area of the company. But just like the customer journey is changing, so too is how we manage it. The big push now is the …

Customer Experience

10 Questions to Help Diagnose Problems Between You and Your Customers | Inc.com

It's your job to tell your customers what they can and should expect from you -- not theirs. Expectation setting may be the most critical element of delivering the right service to the right customers -- which is the foundation of our first principle of service design.<p>You ensure that you are making …

Customer Experience

What is emotion's role in customer journey mapping?

Customer journey mapping has become one of the key tools for today’s customer-centric organisations. Representing an invaluable exercise in …

Customer Experience

How to Create Marketing “Wow!”

StockSnap / Pixabay<p>Does your business create marketing “Wow!”? Are you constantly thinking about new ways to delight your customers? Do you have an …

Using AI To Improve Customer Experience

It makes sense to conclude that no one understands a human better than a human. This is especially true when it comes to the type of experience they want to have when they interact with a brand. That’s because marketers have been in those shoes themselves when buying products online or in a …

Customer Experience

The Secret to the Success of Southwest Airlines, Google, and Ritz Carlton: It's Not What You think | Inc.com

Southwest Airlines, Google and the Ritz Carlton are three of the most successful companies around. But what makes each of them so successful?<p>The answer is that all three of these companies have a crystal clear understanding about what their basis for competition is and have completely aligned their …

Southwest Airlines

Steal These 4 Proven Customer-Retention Strategies

Top ecommerce businesses thrive because they successfully cultivate repeat clients<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>Did you know that only 32 percent of customers are likely to place a second order in their first year as a customer? That means you’re losing most of your …

What Genuine Loyalty Truly Looks Like

In the not-too-distant past, people bought their vehicles from the same manufacturer and their groceries from the same store during the course of …

Transforming customer experience in an omnichannel world

Today’s digitally-savvy customers engage and transact with businesses in a multitude of ways – direct, in-store, through contact centres, online, on …

New Tech, New X? How to Create Next-Gen Experiences That Put People First

As emerging technologies like machine learning and artificial intelligence become the front line conversation for organizations, many find themselves challenged by a difficult balancing act: Maintaining their identity and humanity while realizing the full benefits of new tech.<p>“Get the balance right …

HOW ARTIFICIAL INTELLIGENCE CAN DELIVER A PERSONALISED BANKING EXPERIENCE THAT DRIVES CUSTOMER DEVOTION

<i>By Mark Jackson, Head of Financial Services,</i><i>Collinson Group</i><p>With the evolution of digital banking, there are fewer opportunities for face-to-face …

Artificial Intelligence