Ownership and responsibility
You own your living room and your bedroom. We take care of our front lawn for our neighbors. And our trash (in all its forms) belongs to everyone.
Synchronization can be distracting
Both The Shawshank Redemption and The Big Lebowski bombed. If “bombed” means that during the first few weeks, no one went to a theater to see them. Since then, tens of millions of people have seen and talked about these movies. Tommy James’ first record also failed, because no one played it on the radio […]
Components of a great customer experience
Offering a seemingly unique product or service is not enough for a positive eCommerce customer experience. The goal is to make people enjoy working with your business. Therefore, when talking about customer experience, many refer to the client-first approach.
There are certain aspects that you should consider when improving customer experience:
1 – Customer research
This gives you a clue about the steps customers take — those you do know about, and those you don’t — in order to achieve their goals. Using this knowledge, you can map out the customer journey, as well as all the touchpoints on it, and then, optimize it accordingly.
2 – Delivered value
Each time a customer interacts with a touchpoint, they form a perception of the business. Therefore, make sure the customer gets a certain value from each interaction — during and after making a purchase.
3 – Customer service
Customer service is the soul of the business. It contributes to building an emotional connection between the customer and the brand because it often involves human-to-human interactions.
4 – Brand reputation
Brand starts with identity. This is something that helps customers differentiate one brand from others. It comprises vision, message, values, visual representation — everything that makes business unique. This is the core of the brand reputation.
5 – Technology
Nothing of the above is feasible unless it is backed by the right technology.
Customer research ⇨ data collection and analysis tools
Omnichannel ⇨ integration platforms; synchronization tools
Customer service ⇨ CRM system; AI; chatbots
Brand reputation ⇨ brand monitoring tools
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Naysayers (and the grifters)
Oppositional energy is easy to create and spread. Once you pick a ‘they’, then it’s simply a matter of doing the opposite of whatever ‘they’ recommend. It’s a lazy shortcut, one that divides, demonizes and causes us to suspend our instincts toward better. It works great in marketing a sports team, but it stops being […]
This week in CX: Forrester, WhatsApp, and Disney
Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at Forrester’s new employment forecast, Britain’s run-up to Christmas spending, how LEGO have celebrated its 90th birthday, and new WhatsApp updates. Key news Disney+ has now surpassed Netflix in its subscriber count currently totalling 221.1 million. Netflix stands behind by…
The post This week in CX: Forrester, WhatsApp, and Disney appeared first on Customer Experience Magazine.
Virtual Call-Backs vs. Virtual Queuing: The Great Showdown
Virtual call-backs have singlehandedly revolutionized the call center customer experience over the
The post Virtual Call-Backs vs. Virtual Queuing: The Great Showdown first appeared on Fonolo.
The wisdom of the water tower
Look around the rooftops of many cities and you’ll see wooden water towers. New York has thousands of them. The reason is simple and often overlooked: In the morning, when every resident of the building is preparing for the day, there’s a need for thousands of gallons of water under high pressure. Providing that much […]
Hi Community- Just a friendly note that we are looking for like minded individuals in the CX space interested in a monthly community round table. We meet on the fourth Thursday each month. We pick various topics each month and review current trends that are connected. We hope to see you there!!!
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“When do we get to the marketing part?”
It was early in the development of a new product, and someone asked this question. I’m not sure the word “marketing” means what you think it means. Later, we will get to the promotion and advertising part. But right now, this is marketing. All of it. The product. The warranty. The team. The color choices. […]