By Adam Toporek, CTS Service Solutions, author of Be Your Customer's Hero To be your customers’ hero is both remarkably simple and extraordinarily difficult. It...
By Adam Toporek, CTS Service Solutions, author of Be Your Customer's Hero To be your customers’ hero is both remarkably simple and extraordinarily difficult. It requires you to be there when customers need you and to create positive, emotional experiences for them. The challenge is even more daunting when attempting to create highly personal, emotional connections at scale. Today’s technology can help by allowing us to better understand customer behavior as well as the needs...
By Adam Toporek, CTS Service Solutions, author of Be Your Customer's Hero To be your customers’ hero is both remarkably simple and extraordinarily difficult. It requires you to be there when customers...
Q&A with Michael Krigsman and Rob Tarkoff In recent years, organizations have started to understand the importance of customer experience (CX) as a key...
Q&A with Michael Krigsman and Rob Tarkoff In recent years, organizations have started to understand the importance of customer experience (CX) as a key differentiator. Driving this is the “Experience Economy,” a dramatic shift in the power that consumers have that is inspiring companies to rethink, retool, and revamp CX in entirely new ways. Data, intelligence, and experiences must all be connected across marketing, commerce, sales, and service in order to win in the...
Q&A with Michael Krigsman and Rob Tarkoff In recent years, organizations have started to understand the importance of customer experience (CX) as a key differentiator. Driving this is the “Experience...
A recent research study by Oracle CX and Jeanne Bliss surveyed 1,100+ consumers across Gen Z, Millennial, Gen X, and Baby Boomer generations. Here's what it...
A recent research study by Oracle CX and Jeanne Bliss surveyed 1,100+ consumers across Gen Z, Millennial, Gen X, and Baby Boomer generations. Here's what it reveals about consumer preferences in the Experience Economy.
A recent research study by Oracle CX and Jeanne Bliss surveyed 1,100+ consumers across Gen Z, Millennial, Gen X, and Baby Boomer generations. Here's what it reveals about consumer preferences in the...
History has shown us that time and again, innovation is synonymous with revenue. Think Apple, Starbucks, and Disney. The question is “what” or “who” is at the...
History has shown us that time and again, innovation is synonymous with revenue. Think Apple, Starbucks, and Disney. The question is “what” or “who” is at the origin of innovation? The answer in the digital world is Data. What does data have to do with innovation? In a word, everything. For today’s customers—both B2C and B2B—the experience they have with brands outweighs the actual usage or consumption of products and services, particularly if you honor the customer's most...
History has shown us that time and again, innovation is synonymous with revenue. Think Apple, Starbucks, and Disney. The question is “what” or “who” is at the origin of innovation? The answer in...
In my last blog, Humanize your CX Strategy with Visual Engagement, I discussed the positive impact that visual engagement can bring to a company’s omnichannel...
In my last blog, Humanize your CX Strategy with Visual Engagement, I discussed the positive impact that visual engagement can bring to a company’s omnichannel CX strategy. Let’s break it down further to understand the significant return of investment (ROI) attained from customer adoption of visual channels. Companies that adopt visual channels could expect to see a wide range of benefits. Higher Customer Satisfaction (CSAT) Research indicates that visual engagement is a...
In my last blog, Humanize your CX Strategy with Visual Engagement, I discussed the positive impact that visual engagement can bring to a company’s omnichannel CX strategy. Let’s break it down further...
Today’s customers—both B2B and B2C—are firmly in the driver’s seat of the “Experience Economy,” a once-in-a-generation shift of power from brands to buyers....
Today’s customers—both B2B and B2C—are firmly in the driver’s seat of the “Experience Economy,” a once-in-a-generation shift of power from brands to buyers. Customers place more value in the customer experience (CX) than in the goods and services themselves—and they’re adopting new technologies to get exactly what they want, where, when, and how they want it. As such, their customer journey is no longer predictable and linear. The B2C and B2B worlds have morphed into B2Me,...
Today’s customers—both B2B and B2C—are firmly in the driver’s seat of the “Experience Economy,” a once-in-a-generation shift of power from brands to buyers. Customers place more value in the...
It’s one of the most highly discussed and universally lauded endeavors among leading brands among every industry. Deliver a consistent, frictionless customer...
It’s one of the most highly discussed and universally lauded endeavors among leading brands among every industry. Deliver a consistent, frictionless customer experience from online discovery through digital or guided purchase and post-sales, or risk your competitive foothold. Yet, it’s not clear just how to execute on the goal of seamlessly connecting marketing and sales. With so many differing opinions and competing departmental mandates, it’s no surprise sales and marketing...
It’s one of the most highly discussed and universally lauded endeavors among leading brands among every industry. Deliver a consistent, frictionless customer experience from online discovery through...
How can you keep your customers loyal? Neither products nor even price are the main differentiators anymore. The way to build loyalty and trust is by constantly...
How can you keep your customers loyal? Neither products nor even price are the main differentiators anymore. The way to build loyalty and trust is by constantly providing customers with great brand experiences. The key ingredient to knowing your customers is to create a unified, intimate view of them. Just like any other relationship, once you understand what is important to the other, likes, dislikes, priorities, preferences, and many other things, you can form a bond that...
How can you keep your customers loyal? Neither products nor even price are the main differentiators anymore. The way to build loyalty and trust is by constantly providing customers with great brand...
We previously touched on the importance of auditing pricing and deal construction processes. In our previous article on the benefits of putting your approvals...
We previously touched on the importance of auditing pricing and deal construction processes. In our previous article on the benefits of putting your approvals into a CPQ system, we referred to the audit trail that can be logged and generated by a well-designed CPQ system. The benefits don’t stop there. In this exploration into the real value of CPQ, let’s go a little deeper into the many ways CPQ can assist your organization’s auditability. If you are in an area of a business...
We previously touched on the importance of auditing pricing and deal construction processes. In our previous article on the benefits of putting your approvals into a CPQ system, we referred to the...
