Has anyone had a really great post-purchase/booking experience?
Hi all! I’m doing some research into best practices around post-purchase experiences. Has anyone seen any companies doing this particularly well that they could share?
If you bought something extra, what convinced you?
I’m primarily interested in the airline industry (e.g. bought extra legroom or bag space after you purchased your ticket), but would appreciate examples from anywhere. Also would be great to know where and when they communicated the upsell to you that made it special.
Thanks!
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Who will you share it with?
Books used to be a solitary endeavor. Ironically, it took the network effect and noise of the web to flip that idea upside down. Now, a book is a totem, a chance to share, an item to be discussed, a physical instantiation of an idea that can be drawn on, exchanged or simply sit on […]
A Complete Guide on Customer Journey Mapping and User Experience
Research shows that as much as 51% of the users move from a brand due to substandard customer experience and about 81% of the customers state that switching brands can be stopped if there is an improvement in the customer journey and customer experience.
You can provide a great customer experience only when you know your customer journey well.
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CX and CX analytics is an emerging trend. From experienced practitioners, what are the pain points in simple words?
I work in data and analytics, not in CX. Starting to hear and see a lot about CX BI and data analysts. Talked to enough hiring managers to get the big idea. We need people to connect to our numerous disparate CX data sources (call center, CRM, sales platforms, website, ad-hoc client satisfaction and campaign db’s and spreadsheets), perform analysis, create KPI’s and metrics, dashboards, and communicate the data story to stakeholders. From there we can make more timely data informed decisions and stay relevant.
This is a plan vanilla business intelligence use case.
Ive seen many data and analytics trends over the years. It’s about basics and fundamentals to me. Every industry has its distinct pain points and roadblocks.
In the world of customer experience what are the actual pain points, obstacles, and business problems?
My initial takeaways:
- Companies in all industries need non-technical people to be more data literate, this is well known and theres research and data on it.
- Is the CX world behind the times with understanding data?
- Post COVID reality has boosted online retail and some say revolutionizing it, theres research and data on this as well. Obviously this increases the business cycle, transactions, trends, etc.
- Is CX world becoming more interested in data and analytics to keep up with the pace of change? To improve timelines to trends, procurement, R&D and problem resolution?
This is high level and a view from somebody on the outside.
In your own words:
- What are the problems and roadblocks?
- Why data and analytics now?
- What are you looking for data and analytics to solve or address?
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Intentional design (and complicated systems)
Intentional design is the most productive kind. It begins with “who’s it for?” and “what’s it for?” as foundational questions. Along the way, complicated systems muddy design because there are so many “who”s to answer to. Take this simple product found at a Hilton hotel, designed and sold by a division of Sysco, the giant […]
Looking for a customer service software
Hi guys, i’am a small business owner and i’am looking for a software or an extension that helps me check or record the history of the calls/sms made by my agent, something like the message app by google without porting the phone number.
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7 Professional Development Goals for Call Center Agents
In today’s work climate, it’s becoming increasingly difficult for employers to retain
The post 7 Professional Development Goals for Call Center Agents first appeared on Fonolo.
Amazon Prime Day: the issue of ‘Choice Overload’
Millions of shoppers* could abandon their carts this Amazon Prime Day. 10% of UK consumers are set to desert purchases when offered an overwhelming level of choice. That’s according to a new study conducted by customer engagement platform, Emarsys. Overwhelming Prime Day statistics The research explores the impact of “analysis paralysis” on consumer decision making….
The post Amazon Prime Day: the issue of ‘Choice Overload’ appeared first on Customer Experience Magazine.
It’s easier when you know
Someone is going to ask you. They probably already have. A co-worker, a boss, a politician, a kid… they’ll ask you about sustainability, the climate, investments, choices to be made about the future. This is the Cliff’s Notes and guidebook for that moment. We make choices every day. Choices about what to buy, whether to […]