Emotional Customer Experience on Flipboard
By Eldon Phukuile | Eldon Phukuile's Customer Experience Magazine
Image courtesy of xianrendujiaWhat do your employees know about customer experience?
I've been talking about the importance of employees to the …
Image courtesy of B GilmourHow well are your change management efforts going?
I recently came across Dr. Kotter's 8-Step Process for Leading Change. …
Dave & Buster’s CEO Steve King is supremely confident that his company’s differentiated customer experience drives brand loyalty in a crowded …
Toys “R” Us may have decided the best approach to winning customers is by kidding around, but that does not mean it will have to play nice.
Retailers are well known for their price-cutting (and cutthroat) tactics when selling toys. So Toys “R” Us, which has been losing market share to Walmart, …Amazon
When a customer is engaged with a brand, they are more likely to have a positive experience with the brand overall. Here are six ways to further …Marketing
The cross-functional collaboration necessary to successfully manage the customer experience requires big picture, systems thinking. ClearAction …Customer Experience
As readers of this blog may know that I am a fan of Seth Godin’s work.
In a post on his blog in 2012 he wrote a short, yet insightful, post about the …Customer Service
What Your Customers are Saying (and What They Really Mean)
Image courtesy of highersights
Today I'm pleased to share a guest post by James Johnson of …Customers
Today's post is a modified version of a post I originally wrote for Confirmit in March 2013.
What steps are you taking to create a single view of the …Data Integration
Experience matters. We live in an experience age and brands can no longer build strong positions by providing clear functional benefits.Branding
When reading these stories, I always wonder, "Why is Company X not getting it?" Bad customer experiences are financially damaging to a company. …Customer Experience
Over the last few days I’ve been to a few customer experience events, which included chairing a couple of sessions at a leading conference in London …Customer Experience
As part of my job I have to travel frequently and so I am well acquainted with three airline brands in particular.
I won't review them here, but …Customer Experience
In an increasingly commoditized and competitive marketplace, financial institutions are battling to stay top of mind and be the primary financial …Customer Experience
The retail industry is undergoing major disruption due to the fast growth in e-commerce and its subsequent impact on shopper behaviour.
Shoppers today can research, purchase and share information anytime and anywhere from their mobile devices, and they may or may not set foot in a traditional …Customer Experience
While already besieged, the customer service industry is in for an even wilder ride thanks to the growing adoption of the Internet of Things (IoT) …Customer Experience
Every business should have a strategy for gathering customer feedback. Whether it’s done with the help of surveys, feedback forums, or on the brand’s …Marketing
Val Geisler has been planning and organizing for as long as she can remember; from being the (self) assigned cookie-sales organizer at Girl Scouts to …Customer Service
.By Loren McDonald A recent joint study conducted by IBM and Econsultancy titled, The Consumer Conversation, is shining new light on a growing gap …Customers
Everyone claims to be the leading customer experience (CX) vendor. But the Temkin Group has taken the subjectivity out of the debate.
The Waban, …Microsoft Excel
In many ways, social media is just another channel. Most of the marketing techniques they teach in business school are just as applicable to social …Customer Experience
Customer experience is one of the fastest-growing areas of business strategy--and with good reason. Its linkage to better business performance across …Customer Experience
“Omnichannel customer experience” can simply be shorthand for your customer’s ability to order from you in one channel (for example online), pick up through another (for example at a brick and mortar store) and if necessary return via yet another (for example from your porch or a dropoff point). …Customer Experience
User experience (UX) is a mature enough discipline that most medium-to-large companies invest in it as a valuable in-house capability. But the emerging field of customer experience (CX) is still new enough that most companies are grappling with how to develop the organizational capability to …UX Design
Protecting Your Brand: Privacy, Risk and Compliance
May 05, 2015
Organizations should treat social media as they would any other …Marketing
We are in a time of unprecedented flux in consumer behavior, customer expectations and company business models created by technologies that simultaneously disrupts established businesses and spawns new ones. The genesis is the symbiotic interaction of three seminal tech-enabled developments: mobile …Machine Learning
The Employee Journey to a Better Customer Experience
How does ensuring your employees have a great experience translate into better service for your …Employment
Welcome to the CXPA
Customer Experience Professionals Association
The Customer Experience Professionals Association (CXPA) is a global non-profit …