Emotional Customer Experience on Flipboard
By Eldon Phukuile | Eldon Phukuile's Customer Experience Magazine
The Future of Customer Experience
I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer …Customer Experience
Genesys CMO Reed Henry told Loyalty360 that CRMs have their place in the customer experience/customer loyalty arena. But after the company recently …Customer Experience
Best Buy Canada officials believe less is more.
This week Best Buy Canada announced the consolidation of Future Shop and Best Buy stores and websites …Best Buy
Metro China has upgrade its e-commerce platform metromall.cn – which integrates online, offline and mobile channels for a seamless customer …Asia
“Many in our field, including me, strongly believe in the potential of journey mapping for helping companies to achieve human-centric business …Maps
Nunwood, a customer experience research and consultancy firm, recently published their U.S. Customer Experience Excellence Report 2015 and I was lucky enough to get the chance to talk to David Conway, their Chief Strategy Officer, about the report and their findings.
In our interview, he suggested …Customer Experience
Have you noticed how many ridiculously bad experiences we put up with as consumers? This article is about how some companies are turning that awfulness into opportunities to grow their profits, brands and customer loyalty while leaving their competitors behind.
But before we get there, let’s review …Customer Experience
Retailers have a lot on their plate these days. How to keep up with mobile consumers, connect with Millennials, and tap into social media are just a few of the challenges they are currently tackling. But are they pulling it all together to deliver the best customer experience possible?
Not really. …Customer Experience
Successfully managing the customer experience is the Holy Grail for many companies, and they'll throw all kinds of money at the issue in order to do …Customer Service
You want your customer to have a great experience.
That’s a given. So, how do you make that happen? And, what the heck is customer experience …Customer Service
To LinkIn or Not to LinkIn: Getting Ahead of Your Competitors with Innovative Strategies
June 16, 2015
In the past two years, LinkedIn …Marketing
Today, businesses of all types have an obsession with benchmarking. Whether the focus is NPS score rankings, JD Power awards, or another competitive …Customer Experience
“Know your customer” has been a retailing mantra for the past several decades. As businesses start evaluating and segmenting data to better …Social Work
May 20, 2015
By Theresa Wabler, Blackhawk Engagement Solutions
A robust promotional strategy has become an integral element of nearly every …Customer Service
On May 19, 2001, Apple Inc. officially opened its first two retail stores in Tysons Corner, Virginia, and Glendale, California.
The initial public …Customer Experience
Customer Focused I recently attended the IBM Amplify (#IBMAmplify, #NewWayToEngage) conference in San Diego, CA where the focus was on customer …
Comcast plans to move ahead with plans to transform its customer experience, a part of its business which hasn’t always received glowing …
Sephora always wants to differentiate its digital gifting customer experience and, with a big assist from CashStar Commerce, that goal has become a …Customer Experience
Making Sense of Customer Words
Image courtesy of Pierre Metivier
I originally wrote today's post for Confirmit in May 2013. I've made some …Call Center
More important that user experience (UX), emotional experience (EX) in banking can better address consumer needs and goals.Emotions
Audi of America wants to be known as the No. 1 luxury automaker in the U.S. and announced last month that it’s investing $5 billion in the next three …
We’ve heard of the pleasure principle, the theory created by Freud, which means seeking pleasure and avoiding pain. What about the “with pleasure” principle?
The “with pleasure” principle is when customer-facing employees literally serve customers with pleasure. As simple as this sounds, it’s …Customer Experience
Customer Experience Survival Guide
Sprinklr ebook cover
Feeling like you need some guidance with your CX Journey? Not sure where to turn?
I'm excited to …Customer Experience
It’s not necessarily a new concept, but the driving theme behind Forrester’s 2015 Predictions Webinar was that great customer experience is what …Marketing
It is often said that life is a journey, but that saying applies to businesses as well. To succeed, brands need to continually grow and evolve by …Customer Experience
The deeper your legacy roots, the stronger your association will be between customer service and how well your contact center agents handle incoming …Customer Service
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In this infographic made by Mu Sigma, we can check how offline and online retailers can benefit from Omni-Channel strategies in …E-commerce