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Repeated, high effort experiences are more damaging to brand and revenue growth than good experiences are helpful

Avaya announced the results of a Customer Effort Impact survey that highlights how the amount of work a customer exerts to obtain service affects business priorities of revenue and market growth, brand loyalty and operational margins. Customer needs and company objectives often appear to be at odds when it comes to the customer experience. Consumers Read more…

Reinventing the Customer Experience: Disney Builds Loyalty with RFID

Could the customer experience at Disney’s parks be any more magical? Disney is certainly trying with a collection of new services dubbed MyMagic+. Costing an estimated $1 billion the services revolve around RFID wristbands Disney is referring to as MagicBands. These rubber bracelets will be encoded with credit card information allowing users to make purchases Read more…

Rebuild Consumer Trust Through Engagement

The sheer number of choices we face is leading to consumer bewilderment and, sometimes, utter indifference. Advertising is no longer sufficient to reach consumers. Essentially, consumers feel they’re drowning in information that fails to meet their needs and desires and hold little to no trust in companies. Retailers can break through consumer resistance by delivering Read more…

Do You Pass the Relevancy Test?

Consumers have a lot of choices these days. So many, in fact, that it can be easy to become overwhelmed and indifferent to all the screaming advertisers do to get their attention. Only thing is — screaming is not going to gain you customer trust. Relevancy will. Essentially, consumers feel that they’re drowning in information Read more…

Make Customer Centricity a Reality

These days, understanding your customer goes far beyond crafting an ideal demographic profile. It demands that as brands we connect with our customers on new more personal levels. Customer centricity demands that a company understand the individual needs and improves the customer experience thereby creating sustainable and profitable customer relationships that become impermeable to the Read more…

Leveraging Social Media to Create an Exceptional Customer Experience

The era of the empowered customer is upon us and companies are feeling the pressure to deliver not only a superior product or service but an exceptional customer experience as well. Social media lies at the center of this movement, providing companies with a surplus of data and information that (when translated effectively) can offer Read more…

Customer Experience: How to Get it Right

It seems like almost too-obvious an insight: If you are going to survive and thrive in business, you have to satisfy your customers. Otherwise, you won’t have any, right? But those who implore you simply to “satisfy your customers” are only begging the core question: Exactly how do you go about satisfying your customers?! Retail Read more…

Companies Struggle Getting Customer Service Right

“Everyone is happy … except the customer.” Each year, Zogby International conducts a survey to determine which companies are perceived by their customers as falling short in providing the simple basics of customer service. In a world filled with competitive fires and recession-slashed budgets, it may seem amazing that a company manages to survive when Read more…

In a Recession Customer Service Is Secret Weapon for Customer Loyalty

[Cincinnati.com, September 20, 2009] A recent U.S. Customer Scorecard Research study shows that 80 percent of Americans are loyal to at least one company, but just 31 percent of those say they’d stay loyal after a single bad experience. Recognizing this, companies like Remke Markets and Macy’s have renewed their emphasis on customer service in Read more…

Retailers Improve Online Customer Experience

The current economic climate finds the retail sector battling to sustain their business under intense financial pressure. Consumers have so much choice available to them that retailers must make sure they offer customers the choice of shopping via multiple channels so they can buy goods in the preferred way. Retailers like Lands’ End, Abercrombie & Read more…