Tags » Customer Experience

The Evolving Digital Customer

Posted by Matthew Vallance

It is beyond doubt that digital technology has changed the service delivery landscape for brands and consumers alike. As I write this, digital channels and tools of engagement are evolving to revolutionise the way companies and customers engage in the future. 387 more words

Customer Service

Service excellence programmes, the cornerstones of wowing customer experiences

Many service brand marketers and owners are acutely aware of the importance of training their customer contact staff in order to impress their customers. This is important because great service experiences help to retain customers. 1,324 more words

Customer Service

Ten customer experience predictions for 2015

A crystal ball (with a pinch of salt)

It’s the time of year when people make predictions about the coming year. Here are my predictions about what customers will see differently in 2015. 1,411 more words

Customer Experience

If You Are Struggling In Calculating ROI And Getting Buy-In To Your CX Initiative

I am in the process of reading Edward Slingerland’s book: Trying Not To Try. The following passage got my attention:

Now, imagine a person turning around and, all of a sudden, spotting a small child stumbling toward the opening of a deep well.

538 more words
Customer Experience

Customer Experience Lessons From Amazon UK's Failures

It is my experience that for the most part and on the whole Amazon UK delivers. It makes it easy for me to find stuff, order it and pay for it. 1,646 more words

Customer Experience

Word of Mouth: Complimentary or Cutting?

If word of mouth (WOM) is technically a form of marketing, and customer experience is a driver of WOM—positive and negative—then brands that prefer positive WOM should do everything possible to ensure that their customer experience is worth talking about; that is, it’s outstanding, unique, extraordinary. 695 more words

Customer Experience