Responding to the Customer’s Issues

“Businesses need to invest in technology that enables them to have more time to ‘speak’ to clients, to engage with them and make that human touch still real. We here all the time of wondrous new technology such as AI, VR, Chatbots and the like, that take us further from customers, pushing customers to self-serve […]

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Five Things We Learned About The Untapped Potential Of Loyalty Programs To Improve CX

In Episode 154 of The CX Cast (subscribe!), we were excited to have our colleague, Principal Analyst Emily Collins, join us to talk about loyalty programs and their influence on customer experience. Here are five things I learned during our conversation:  Airlines started it. Loyalty programs started 30-plus years ago in the airline industry as a reaction to deregulation. Without strict […]

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Think of a holistic and strategic Customer Experience

“Creating beautiful experiences for your customers is more than a purely physical attraction. To create experiences that work well for your business and for your customers, it is important to ensure that every element of them is choreographed to ensure your customers can do what they want when they want, where they want, how they […]

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Why the second sale is a critical KPI

“Future success requires more than sales transactions. It requires winning second sales that build a trend to relationships. Amazon is a master at using data to leverage multiple sales and building relationships through Prime. However, traditional bricks and mortar retailers like Nordstrom’s have employed sales talent to build relationships with customers that last for decades. […]

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How Loyalty Programs Are Emerging as Effective Marketing Tools

Trust and loyalty have always been a part of every human interaction, every transaction for thousands of years. All over the world, people have tightly-knit relationships with not just family and friends, but with the familiar faces of friendly merchants and vendors. Today, we live in a world where we have almost unlimited options. There […]

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Loyalty + Wearables

With the advent of the Apple Watch, Google Wear, Fitbit and other wearables – the trend has mainly been toward fitness. However, it may seem tempting to add these channels and devices to your loyalty program for the device geek or for your most avid customers.  Simply adding a wearable version of your app won’t […]

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Building a Team of Advocates for Customer Experience

“Open lines of communication can improve results for both parties in this [channel partner] relationship. Not only do you need to communicate, but you need to be timely and provide contextually-significant dialogue. When you have a new Channel partner rep, don’t just overload them with massive amounts of data sheets and other information. Focus on […]

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Your customer support team has to have its own unique culture

“Your Culture Committee brings together employees from across the company to provide a more-organized and holistic approach to driving culture change and other culture-focused initiatives. Executives, HR, and Customer Experience leaders can’t change culture on their own; the cross-functional Committee members can help with that. They can facilitate speeding up the transformation because they are […]

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The Parts of Customer Service That Should Never Be Automated

In Pixar’s WALL-E, oversized humans recline on levitating barcaloungers and are dressed, primped, polished, and served, entirely by robots. Fiction? Maybe not, at least according to a wave of media coverage pointing to a dizzying array of service innovations on the horizon. Look no further than the public debut of Amazon Go, the company’s first cashierless store. Digital imaging […]

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