Emotional Customer Experience

By Eldon Phukuile | Eldon Phukuile's Customer Experience Magazine

CIOs need to focus on customer experience now

The impact of digital transformation is far reaching and will impact almost every company in every industry vertical. Digital initiatives will also …

Customer Experience

How to Use Intent-Based Social Listening to Improve the Customer Experience

There's no doubt that social listening is one of the most effective ways to keep on top of your company’s reputation. With billions of social media …

Customer Experience

Declining Customer Experience Is Great For Your Business

Your call is important to us, please hold! The pain and suffering these words cause have been felt by almost everyone who has bought something, ever. …

Customer Service

Preventing Customer Experience Process Silos: 4 Prerequisites

What does a ballet (or Broadway musical number) and a business have in common? All the players have integral parts choreographed to deliver a …

Customer Experience

Get Better Results by Delivering Customer Service in Two Dimensions

There are at least <b>two dimensions</b> to serving customers. One involves <b>technical or process proficiency</b> and the other is <b>emotional connection</b>. Take a look …

Customer Service

Customer Experience Awards

Customer Experience

Failing to Align CX Resources

In an earlier post I wrote about the need to define customer experience goals. This second of four articles assumes you’ve done that and examines how …

Customer Experience

Improving Customer Experience with a Customer Centric Culture

Customer experience (CX) has gained a newfound glory in today’s industrial landscape. CX along with employee engagement are the focal points for …

Customer Experience

How to win your customers with customer service empathy

Successfully building rapport with customers over the phone is so important to providing a good service or increasing sales.<p>Whether customers calls …

Customer Service

The 20 emotions that drive or destroy value in customer experience

Emotions are a huge part of the customer experience. Emotions drive or destroy value for a business, and often in hidden ways. Emotions influence our …

Customer Experience

Machine Learning Ushers in a New Era of Customer Experience

Customer experience initiatives are getting stuck with quite a few weighty labels lately: next key battleground, primary competitive differentiator, …

Customer Experience

Know Your Customers Better Than They Know Themselves: The Key to Customer Loyalty [Infographic]

Remember back when people—including some of us marketers—were concerned that abandoned cart emails might be too creepy or too reminiscent of "Big …

Customer Experience Management: What Is It All About

We hear so much about customer experience, that I was afraid writing about it would be too obvious. Just like telling you that Black Friday is coming …

Customer Experience

Every Company Is a Design Company

It's been said that every company needs to be a technology company. Many would also agree that every company now needs to be a data company as well. …

Design Thinking

Turn Your Customer Experience Vision into Reality

Many companies dive into customer experience (CX) improvements without a customer-focused approach or informed strategy. CX requires a plan that …

Your Customer Journey: Five Steps to Business Success

As an entrepreneur, focus is critical to your business's success. But if you're focusing on promoting a single product or service to the exclusion of all else, you're leaving money on the table, says digital marketing expert Cody Burch.<p>Burch, founder of Colorado Springs-based Red Anchor Marketing, …

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 …

Why the customer experience function should now be in control of the brand

Traditionally, marketing has operated on the premise that brands are messages to be communicated and broadcast. Yet consumers experience a service …

Retail is dead, long live the retail experience

Aside from announcing the insanely expensive iPhone X last month, one piece of Apple news went somewhat unnoticed: the renaming of Apple stores to …

eCommerce

Disney Revamps Online And In-Store Retail To Boost Customer Experience

Long before customer experience became the rage, Walt Disney espoused the importance of it in everything that he created. His successors are following his lead, announcing this week that they are adding a new and improved online shopping experience and interactive, personalized experiences in …

eCommerce

Price Alone Won't Drive Consumer Loyalty | eMarketer Retail

Consumers' price sensitivity has been a challenge for retailers ever since the global financial crisis some 10 years ago, but price alone is not …

eCommerce

FrostGuard Customer Experience

Tell us about your experience:: I bought this for my husband as a Christmas gift & he absolutely loves it. Was the best gift I could of gotten …

6 Effective Customer Journey Touch Points You May Have Overlooked

When it comes to getting meaningful, actionable insights from customers as they make their journey on your site, analytics can only tell you so much. …

It’s Personal: Moving From Transactions to Customer Relationships

As consumers, we have been conditioned to expect efficient, seamless and customized interactions with our service providers -- from our phone company …

Customer Experience

Is Excellence in Customer Service Dead?

With So Much Attention on Customer Acquisition, Why Isn’t There More Focus on Keeping and Delighting Your Current Customers with Exceptional Customer …

6 Powerful Methods to Maximize Customer Lifetime Value

<b>Michael Brenner</b><br>September 14 2017<p>How much is a customer worth to you? Predict this number and you know how much it is worth to spend on your customers …

What does it take to be a chief customer officer?

Chief customer officer at AXA PPP International, Andy Edwards, on why empathy is crucial to his role, and talks about the potential pitfalls of automating the customer service space.<p>How would you describe what you do and what does an average day look like?<p>I’m responsible for the delivery of global …

Customer Service

What I did in my first year leading Customer Experience, with Tom McCann – CB62

<b>Episode Overview</b>Tom is the Principle, Head of Member Experience at Aon Hewitt. While he’s been in customer-facing roles for about 25 years, he’s only …

Customer Experience