Jordi Osso

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100 Customer Service Statistics You Need to Know

An impressive amount of research has been conducted on customer service trends, but it can take a while to scan through white papers and infographics …

Customer Experience
Customer Experience

10 Customer Experiences You Need To Deliver Today!

The customer experience is your next competitive battleground. Are you prepared to win it?<p>You can claim victory by way of this competitive …

Customer Experience

3 Social Media Steps Turn a Bad Customer Experience into Positive PR

As brands, we didn’t use to have to worry so much about a bad customer experience “making the rounds” and damaging our image. Pre-Twitter, …

Public Relations

Positive Customer Experience Is the New Lead Generation

Traditional lead generation is dead.<p>Okay, maybe I am overstating my case.<p>Traditional lead generation may not be dead, but, in a low-trust and …

Marketing

Five Key Metrics You Need to Create a Customer-Centric Company

Many marketing organizations are playing a strategic role in helping to transform their companies from being operations- or product-centric to …

Marketing

Big Data In Retail: How To Win With Predictive Analytics

A few years ago, Stage Stores—a $2 billion department store chain across 40 American states—decided to use analytics to drive sales. But its executive team faced a problem: not enough employees to handle the data.<p>In today’s hyper-competitive sales environment, buyers compare prices with a click and …

Big Data

Verizon's Massive Customer Service Initiative: The Inside Scoop

With the endless string of Comcast customer service stories (very few of them charitable), I’ve been taking a closer look at what’s involved in attempting to overhaul the customer service and customer experience of a sprawling operation such as a national cable company or an ISP. Although most …

Customer Experience

Customer Experience is the New Battleground for Winning Customer Loyalty

In the age of the empowered customer, you need your customers more than they need you. Consumers have more options than ever before and access to …

Your Loyalty Program Isn't Creating Loyal Customers

It's harder than ever to earn your customers' loyalty. They are "always on," have instant access to myriad choices, and can easily find the cheapest …

Customer Experience

10 Customer-Experience Trends Marketing Leaders Need To Watch

In 2015, a number of customer experience-related trends continue to gather steam, further raising the bar for companies that need to compete in a …

The Future of Brand and Customer Experience (Part 2 of 2)

<i>This is the second installment of a two-part series. The first installment, A History of Brand and Customer Experience (Part 1 of 2), can be found</i> …

Customer Experience