Archive | Customer Experience

Shopping Experience: New Normal is Mobile, Omni-Channel, and Mostly… LOW Prices!

I’ve been following the retail analyst reports over the past few weeks. One summed up the holiday shopping season as “ho hum,” due to lack of hot products, bad weather and one fewer weekend during the holiday shopping season. Overall, “bricks” are losing out to “clicks.” A ShopperTrak report found 2.7% YTY revenue increase during […]

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Black Friday proves that (low) price really can be delightful. Will retailer greed kill a good thing?

Most of the discussion around a delightful Customer Experience (CX) has been about company-customer interactions. Like the unusually great customer service you get from Zappos. Of course, some companies are able to dazzle us with their products. Like Apple with the iPhone and iPad. But price? Price is usually denigrated as a strategy for losers […]

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Omnichannel Customer Service: Phone still king for first and second contact

Zendesk just announced the results of a global consumer study on omnichannel customer service. The results show plenty of room for improvement, despite years of talk about multi/omni-channel service. For starters, while two-thirds have purchased using multiple channels, just 7% of respondents said they were extremely satisfied with omnichannel service, lagging behind sales. Consumer think […]

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5 questions for Wil Wurtz about "The Customer Profit Maxim"

Wil Wurtz has two decades of experience in customer management, and has seen the rise of CRM (as founder of the Dutch CRM Association) and more recently CEM. Through it all, he is one of the world’s best thinkers about balancing value creation for customers (which drives customer satisfaction and loyalty) and value creation from […]

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Reviews 2.0: OpenTell's authenticated customer feedback changes the game

There’s no question that the so-called “social customer” has changed the balance of power. I think Dave Carroll, the creator of the famous United Breaks Guitars video said it best: “No customer is statistically insignificant.” Customers who are mistreated, or delighted, can freely post on Twitter, Facebook, blogs, or review sites. For all the talk […]

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