Emotional Customer Experience

By Eldon Phukuile | Eldon Phukuile's Customer Experience Magazine

The Value of Measuring Net Promoter Score

It amazes me when I hear that a CEO or marketer has never heard of Net Promoter Score (NPS). I'm also shocked when folks tell me that they know all about NPS but aren't measuring it at their company. Really? NPS, along with other measures of social sentiment, is one of the best ways to grade your …

Customer Service

Customer Experience: How to Keep Them Coming Back

A recent survey conducted by American Express revealed “In the past year, six-in- ten (60 percent) consumers intended to conduct a business …

Customer Service

Your Safest Customer Service Bet? Double Down on Customer Loyalty (Infographic)

We say it all the time here: it costs far more to win a new client than it does to keep an existing one.But don’t just take our word for it! These …

Loyalty

5 Ways to Grow Your Business with Customer

The digital revolution is growing your customers expectations for immediate response and service.<p>You may not even realize it, but you have most …

Bad data equals bad customer experience

In a competitive world with seemingly endless choices and price-wars, there’s one thing that can truly set you aside from the competition. Customer …

Customer Experience

Ecommerce customer segmentation: basics, 6 types, 5 hacks

More articles<p>Mobile is forging ahead, even traditional retail trade is focusing on the online one, China swallows global ecommerce up. Online traffic …

eCommerce

Amazing! Disney Will Take You To A Galaxy Far, Far Away!

Disney has fired the latest salvo in the theme park Customer Experience wars, announcing a <i>Star Wars</i> themed resort where guests will become part of …

Customer Experience

More evidence that customer experience is about emotions

Some interesting, if not surprising, news from the customer experience world recently.Forrester recently released their US 2017 Customer Experience …

Customer Experience

4 Keys to a Successful Customer Experience Operating Model

SAN DIEGO — Gartner research director Jane-Anne Mennella took the stage here at the Gartner Digital Marketing Conference to spell out her formula for …

Customer Experience

Customer experience and marketing: Lean into the skid sometimes

I have a friend who works in marketing. Even though the normal way we think about marketing involves everything being branded and polished, she says …

Marketing

Marketing Maturity Mobilizes Customer Experience Mojo

In <i>sports skills</i>, maturity matters because it puts your game at the top echelon of competition. In <i>human development</i>, maturity matters because it means …

Measuring CX Goals Effectively

You’ve set the goal and your team knows the mission and is ready to begin. <b>Go!</b> While this is an admirable start (some companies never get this far)</b> …

Customer Experience

Customer Experience Goal Silos Are Gotchas

Got it made with loyalty programs, voice-of-the-customer, first contact resolution, and CRM (customer relationship management)? Get a close look at …

Customer Experience

The State Of The Mobile Customer Experience

The June 2017 research study from UserTesting on the retail mobile customer experience found that consumers expect a seamless online shopping experience no matter what device they use. Success in providing that exceptional experience for mobile shoppers involves making it as easy as possible.<p>That …

Start Managing Customers as an Asset

<b>Organic customer growth drives long-term profitability.</b> So why isn’t it as important to you as quarterly sales goals? This is where the customer …

Customer Service

17 stats that show why CX is so important

But, what exactly are the benefits of CX? Here are some interesting and inspiring statistics detailing why it is so important.Customers desire (and …

Customer Experience

Should HR own customer experience?

Is it time for organisations to face up to the difficult question of who owns customer experience? Where should HR...The post Should HR own customer …

Customer Experience

6 Tips For Creating Otherworldly Customer Experiences

6 Tips From Dell Small Business Solutions For Otherworldly Customer Experiences<p>These days, most of the advice we hear about customer experience is appropriate for serving larger businesses whose demands can be overwhelming if processes are not operationalized. For companies serving small business …

Customer Experience

Don't Limit MarTech to Top of the Funnel: Apply Across the Entire Customer Journey

As the MarTech solutions available to brands evolve at an ever-increasing pace, the role of the CMO is also undergoing a critical transition. …

Customer Experience

Frictionless Customer Experiences Are the Best Customer Experiences

One thing quickly becomes clear when speaking with the digital leaders who are delivering new experiences and driving engagement strategies for major …

Customer Experience

Your Customers Still Want to Talk to a Human Being

The rise of the internet has opened up new possibilities for communicating, from emailing and blogging to mobile video chatting and exchanging GIFs over messaging apps. This digitization has not been limited to consumer interactions. Most businesses now communicate with their customers through …

Chatbots

A6 But if I'm in the airport and there are #custserv counters, I'd rather wait in line a few mins to talk to a human face to face. https://t.co/gx0ht0VnR5

7 Alternative Ways to Use NPS

Since opening our proverbial doors in 2014, we’ve been fortunate enough to be supported by a wide array of unique customers, coming from a multitude …

Customer Experience

Giant Icebergs And The Keys To Improving Customer Experiences

A recent article in <i>The</i> <i>New York Times</i> describes how a huge chunk of ice the size of Delaware broke away from the Antarctic Peninsula and now stands as one of the largest icebergs ever recorded. The break-off has been anticipated for years, but only recently have the implications of the separation …

Leveraging robotics in the retail customer experience quest

Digital leaders from Behr, Subway, SoftBank and FordDirect share insight and opinion on where robotics fits into the customer experience and what …

Customer Experience

Designing for a New Airport Customer Experience: Lessons from United Polaris Lounge

Creating a new culture of customer service is a serious business; all the more so when it’s a high-profile venture, like the recent roll-out of …

Airlines