Customers

12 Ways Cloud Based Machine Learning Can Boost Small Business Productivity

If you’ve heard about artificial intelligence (AI) at all, you’ve likely come across another heavily used term, machine learning. What’s the …

Machine Learning

Open Banking: A CX revolution in the making?

Eighteen months ago, the Competition and Markets Authority (CMA) announced it wanted UK banks to adhere to Open Banking by 13th January 2018. How …

Banking

The five customer experience needs your brand must fulfil in 2018

As we discovered in our 2017 summary, the last 12 months left brands with serious concerns about the standard of customer experience they are …

Customer Experience

Will these six trends shape marketing in 2018?

Marketers have witnessed the emergence of a number of significant trends over the last 12 months. Artificial intelligence has matured from buzzword …

Marketing

Do we know what we want?

Often , when we are asked to make a decision or to choose between two things, we tend to trust our gut, which has some unconscious drawbacks.<br>As …

The Brain

5 Ways Your Small Business Can Impress First-Time Customers

Recently, my wife and I made it to a trendy noodle house we’ve been eager to try.Hip music played as we entered the beautifully renovated restaurant. …

Customer Service

Trends in 2018: Brand Populism

Two recent research papers suggest that companies need to address social welfare as a matter of business practice, not just good works or marketing …

Marketing

5 Fails to Avoid with Your VoC Program

<i>I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017.</i><b>Not seeing the results or improvements you</b> …

Management

2018 Will Be the Year of Employee Experience

Now that according to Gartner more than 90% of businesses compete primarily on the basis of customer experience (CX), it’s no longer enough to make …

Employee Engagement

Using Communication To Make Your Brand Unforgettable in 2018

<i>Today I am pleased to share with you a guest post by Julian de Sevilla with PATlive.</i><p>An effective customer service solution has always been a tool …

Customer Service

A Guide for Customer Retention Analysis With SQL

Whether you’re selling groceries, financial services, or gym memberships, successful recruitment of new customers is only truly successful if they …

DevOps

Why Are Companies Investing in Customer Retention?

A generation ago, when customer relationship management (CRM) was the newest hot application for companies, a chief selling point was the high cost …

Customer Experience

Contact centres: Time to put millennials first

The oldest Millennials are now hitting their late 30s (gulp… really?) They make up more than 30% of the workforce with a cohort that consists of 75 …

Mary Tyler Moore

One Millimeter Mindset Customer Retention Blog Posts 2017

Shares 0<p>One Millimeter Mindset™ customer retention moves you and your organization one millimeter outside your current comfort level.<p>Depending on …

Customer Retention

Beginners Guide to Instagram Influencer Marketing for Online Store Owners

We all know how incredibly powerful UGC (user-generated content) can be for an eCommerce store. Well, Instagram influencer marketing is UGC on …

Marketing

read stories of 2017

From the United Airlines' overbooking scandal to Pepsi's ill-conceived Kendall Jenner protest ad, there have been no shortage of trials and …

GDPR

"Not My Job" Syndrome

<b>Does your company suffer from the "not my job (NMJ) syndrome?"</b>When was the last time you heard someone being asked to do some task that wasn't …

Employment

Why 2017 has been a bad year for customer experience management

Customer experience management arguably has a higher profile than ever before, but as we reach the end of another year has this translated into …

Customer Experience

When the iron law of efficiency comes crashing down

blog_-_helge_tenno.png <i>This is part of my manuscript for a session with Keen Bull on how additive manufacturing will impact the world, at this years</i> …

Crashing

Blockchain Platform Rewards Carbon-Friendly Consumer Choices

New startup company gives individuals financial incentives to make better choices when it comes to carbon consumption

Customer Retention

A Guide for Customer Retention Analysis with SQL – Stats and Bots

<b>Basic customer retention curves</b><p>Customer retention curves are essential to any business looking to understand its clients, and will go a long way …

Analytics

Markets Always Work. Eventually.

Cigarette companies began creatively lying to consumers about the health dangers of smoking over a half century ago, according to a 2006 court ruling …

Spun

Online Communities: Help Your Customers Help Each Other

<i>I originally wrote today's post for CallidusCloud CX; it appeared on their blog on May 23, 2017.</i>• Facebook Like<br>• Google Plus One<br>• Linkedin Share …

Customer Service

Customer Retention By Numbers Infographic

89% of companies see customer experience as a key factor in driving loyalty and retention. This infographic describes key statistics that businesses need to know about their customers. SynGro Eye enables this data to be retained and tracked to increase customer loyalty and retention.

Customer Service

CX Journey™ Musings: Culture - The Soul of the Organization

<b>In business, your culture is the soul of the organization.</b><p>The soul is the essence or the moral force of a person, their emotional or intellectual …

Howard Schultz

Do Logos Matter Anymore?

A recent study asked people to draw logos of well-known brands from memory. Most of them failed, but does it matter?The study, which prompted …

New York Times

Time to Hit Refresh on Customer and Employee Experience Design Efforts?

What Matters And Is Missing In Those Who Are Working On Improving The Customer/Employee Experience?• Facebook Like<br>• Google Plus One<br>• Linkedin Share …

Satya Nadella

Huge changes in time spent watching traditional TV. One age group is watching more. Guess who.

This data is from the US but I doubt if Europe is that much different.I think the charts say it all - don't they?Here is a clue. Look for the little …

3 Sales Strategies That Are Fuelling Your Churn Rate

Customer churn is not something that happens overnight. It’s often the product of false expectations brought about by poor business strategies. High …

Customer Experience

5 strategies to optimize customer lifetime value

Chances are, you work very hard to earn the business of new customers. That makes sense as new customers mean growth. On the other hand acquiring …

Customer Experience