My colleagues and I have recently been writing about “The Path to CX Excellence,” and the importance of brands thinking differently about their customers’ experiences (CX). One point of view we share is that brands today need to think about customer experience as the key point of differentiation to successfully attract, retain, and grow long term customer relationships. How every brand can have best-in-class experiences and set itself apart is unique for each organization....
To leap-frog the competition, marketers need to help move beyond today’s world of batch and blast or basic personalization (messaging based on a few attributes). This requires breaking through a wall of complexity and making personalization possible on hundreds-to-thousands of attributes. Here is action plan to make the most out of micro-moments in doing so.
Evolving customer expectations mean you have to transform our business to be able to deliver more personalized experiences. The key to doing is is using data and intelligence tools to better understand what your customers need, want, and prefer.
Episode 22 of On the Fly features Customer Services and Customer Experience Expert, Shep Hyken, with three ideas that will help you build relationships and create a better CX even during periods of uncertainty.
During a crisis, communications will be key to your customer experience, but you must strike the tone, send them out at the right frequency, and know what other considerations to make. Here are four tips to help.
Companies that put together a mature CX strategy should be able to compete no matter how much consumers and the business world change. They do this by capturing and managing customer data, using the right applications to serve customers, and equipping sales and service people with real time data, in full context.