Customer Experience

Five Ways SaaS Companies Can Achieve Proactive Customer Success

It seems so obvious: Businesses that take a proactive approach to customer success, going out of their way to anticipate customers' needs and offer …

Success

Sprinklr, the former social platform, emerges this week as a customer experience cloud

Sprinklr had “a coming-out party” this week.<p>That’s the characterization by founder and CEO Ragy Thomas. He told me that the company, known for its …

Social Media Marketing

9 Subjects Business Schools Should Teach (But They Don't)

The gap between school teachings and what is REALLY needed for organizations to thrive and survive in the new markets that are unfolding is WIDE and …

Education

Medallia Unveils Next-Gen Customer Experience Management Platform

Medallia Inc., a Software-as-a-Service (SaaS) Customer Experience Management and Enterprise Feedback Management software and service provider, has …

CRM

How Email Marketing Can Help You Reunite With Dormant Customers

Customer acquisition is something every organization strives for. But do we give enough importance to customers whom we have already served or those …

Marketing

How to Optimize Your Subscriber Experience with Redirect Pages

Many bloggers believe that once your subscriber has clicked the buy button, your job is finished. You’ve nurtured them from reader to subscriber and …

Digital Marketing

United Airlines brings in ‘customer satisfaction-based pay scheme’ as CEO is denied chairman role

United Airlines is making steps to recover from the brand damage caused when it violently removed a passenger from a flight, bringing in a new …

Airlines

How Companies Like United, Wells Fargo Can Regain Customers Trust

There's promised "trust" and then there's genuine "trustworthiness." And the only sure way of getting to that trustworthiness stage is to make …

MIT Sloan

Innovating Government User Experience Through Technology

Innovative companies have successfully attracted and retained customers by delivering outstanding service and developing a seamless customer …

Private Sector

How to start an analytics journey

The words “data”, “analytics” and “algorithms” are being heard across organizations. Boards are prompting companies to go digital and use analytics …

Analytics

Fin24.com | Why SA consumers are most satisfied with Woolworths

The South African Customer Satisfaction Index has revealed which supermarket satisfies local consumers most and why.

eCommerce

Yelp's Secret Weapon in the $30 Billion Dollar Food Delivery Battle

VP of engineering, Kris Wehner, oversees restaurant and diner-facing technology and makes data accessible for all employees to boost customer satisfaction and gain a competitive edge.<p>The online food delivery market is massive and growing fast. A recent study from Morgan Stanley says the U.S. market …

Big Data

When This Server's Hearing Aid Broke, A Customer's Unexpected Kindness Came To The Rescue

"I was in shock. I’m still in shock... It's not something that happens every day."<p>At a restaurant, customers expect kindness from their server, but …

Good News

Two menswear brands step up digital personalization

Deena M. Amato-McCoyMen’s Wearhouse and Jos. A. Bank are not just enhancing customer experiences across their websites — they are personalizing them. …

eCommerce

PSD2 and relationship banking in a robotic age

Nancy Langer is president and chief operating officer at Zafin.<p>As the deadlines for new banking regulations approach, large UK banks will have to …

FinTech

How Predictive and Video Analytics Nexus can Enable a Smart Retail Store?

The goal of any entity dealing with technology is to create solutions that will make our lives easier by solving our problems and making things …

Analytics

How The CEO Of Newman’s Own Carries On An Unconventional Legacy

Keeping a promise to his friend Paul Newman, Bob Forrester is expanding the nonprofit food company–while staying true to its founder’s ethos.<p>In 1982, Paul Newman added a second job to his storied acting career when he launched his own food company Newman’s Own. What made the company unique was its …

Leadership

Using Social Media As A Customer Engagement Tool

The social media landscape has truly matured as a marketing platform over the past decade or so. Platforms like Facebook, YouTube, Instagram and …

Sales targets to gold stars: Can banking change its culture?

Three years ago a small ANZ branch in Brisbane East ran a short trial that did away with the leaderboards that showed how far staff members – and the …

Banking

Facebook Releases New Report into Key Market Trends as we Head Towards 2020

Facebook has released a new report which looks at how digital platforms, like Facebook, are transforming the way we interact - and not just as …

Facebook

Heightened Millennial Expectations Shift The Travel Industry

Today, travel doesn’t just stand for getting from one destination to another for millennials. Traveling is a part of their identity — a vital …

Travel

Research: OpenStack user satisfaction ratings drop, as adoption of the open source cloud rises

User satisfaction levels among OpenStack adopters appears to be waning as more organisations rush to embrace the open-source cloud platform, …

Cloud Computing

Fi experience upgrade with 100th 2Ku install

Whether you’re catching up on email or binge watching your favorite shows, getting online from takeoff to touchdown has never been easier thanks to …

Wi-Fi

Customer Satisfaction vs. Customer Loyalty (Companies Can Lose Millions Getting This Wrong)

The difference is as significant as the unconditional love of a dog versus a cat.<p>How many times have you heard that customer satisfaction is the key to a long lasting, successful business? Or that, if you want to succeed in today's ultra-competitive environment, your company needs to be obsessively …

Business

How to become an omni-channel, data-driven retailer

In today’s digital age where customers are as likely to buy a product from an e-commerce website as from a brick and mortar store, delivering a seamless and value-adding shopping experience has become more important than ever before. The multiple shopping channels available to customers and the …

Analytics

Mobile Loyalty Programs Drive 62% Of Customers To Increase Store Visits

Mobile shoppers love deals and brands increasingly are offering more of them.<p>Mobile is also driving loyalty program membership, which is then …

eCommerce

Improving Nutanix Customer Experience With Analytics | Nutanix

Improving Nutanix Customer Experience With Analytics<p>Shares 0<p>Ever since Nutanix pioneered Hyper-Converged Infrastructure and made the case for the …

Analytics

How Removing Barriers To Payment Enables New Customer Experiences

In our Food Debrief, PSFK looks at the ways new technologies are enabling an era of faster payment and customer convenience<p>If you haven’t heard it, …

eCommerce

How to Remove Fake Google Reviews

Sadly, receiving a fake review on your Google My Business profile is not a rare occurrence. In fact, it is quite common and something many businesses …

Small Business

Mercedes cultivates reputation for excellence

Mercedes-Benz turned heads at Auto China 2017 with an eye-catching lineup of 47 models representing Mercedes-Benz and the Mercedes-Maybach, …

Mercedes-Benz