Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital and customer transformation, and not going deep enough into insights analysis and cultural change. So what can you do to become digital and customer-led by design? That costs money.

Culture 113

Culture Voice of Customer Fashion Customer Experience Design 113

Second to None

APRIL 8, 2019

Excellent customer service is a foundational component of a great customer experience. In customer service, there is a right way to do things—and a wrong way. Your customer service team is the front-line, directly interacting with consumers. The Unprofessional Customer Service Representative. In some cases, yes.

Chatbots 82

Chatbots Self Service Customer Service Representative Fashion 82

Second to None

OCTOBER 23, 2018

In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] Attracting and retaining customers requires paying attention to your brand’s online presence as well as your team’s ability to provide a consistent value at each phase along the customer journey.

Brands 74

Brands Measurement Customer Centricity Poor Customer Service 74

Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. Wittenstein agreed that with the arrival of more technology at the front end of engagement, marketing and customer experience are aggressively coming together.

Culture 100

Culture Voice of Customer Fashion Strategy 100

Second to None

APRIL 18, 2019

Cultural shifts have led to the adoption of new customer demands and values, pushing companies to evolve towards these changes. In an effort to reach customers in a way that resonates with the current standards, influencer marketing came into existence. Building Trust with the Customer.

Marketing 76

Marketing Customer Experience Social Media Fashion 76

Second to None

SEPTEMBER 13, 2018

1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program. Customers can log on to their marketplace and access products across every industry, provided by third-party vendors or Amazon themselves.

Retail 54

Retail Brands Fashion Voice of Customer 54

Second to None

MARCH 5, 2018

This can be successful for short-term success, but organizations that are able to look past near-sighted financial surges and instead focus on building long-term relationships with customers are setting themselves up for longer periods of growth. With either metric, being customer-first provides the retailer with a distinct advantage.

Brands 54

Brands Retail ROI Metrics 54

Second to None

APRIL 3, 2018

Capturing new customers is a foundational pillar of a successful fast-casual restaurant brand, but the ability to retain these first-time patrons is the true signifier of a leading Customer Experience. In fact, the industry has accrued seven straight years of positive growth, totaling $780 billion dollars in 2017.[1]

Brands 63

Brands Consumers Rewards Programs Loyalty 63

Second to None

APRIL 2, 2018

Establishing a level of Customer Experience performance that contributes to high retention rates will ultimately be the differentiator between your brand and the competition. on April 2, 2018: “ Customer acquisition is an ongoing challenge. You need customers for your company to survive , but converting them is costly.

Omni-Channel 54

Omni-Channel Brands Voice of Customer Customers 54

Second to None

FEBRUARY 4, 2020

We are witnessing revolutionary changes to brick-and-mortar store layouts, customer relationship building efforts, and the overall value proposition to the customers they serve. You can access the piece by clicking here , or by reading below: This piece was originally published by PRNewswire on September 12, 2017.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

Second to None

JANUARY 22, 2019

Rather than focus on the new tech that could be implemented to improve the Customer Experience, check out the following organizational philosophies written by Randy Pennington for the Huffington Post. Here are three lessons you can learn from TeleSign about the importance of how you think in enhancing the customer experience: 1.

Telecommunications 48

Telecommunications Effort Score B2C Voice of Customer 48

Verint

OCTOBER 2, 2017

Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. Sitecore Symposium 2017. Attendees will learn why it’s critical not to gamble with customer relationships and how to measure return on interaction by effectively listening to the voice of customers.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

Second to None

FEBRUARY 14, 2018

As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. So what does the year hold for customer service? Chat Support Will Increase In Importance.

Trends 63

Trends Social Media e-support Chatbots 63

Second to None

FEBRUARY 19, 2018

Personalization can serve as a differentiator for your brand’s Customer Experience platform, but there is a fine line between providing a uniquely specific service and creating an invasive perception of your brand. Companies that think they’re good at listening to their customers often pay attention to the wrong things.

Retail 59

Retail Brands Consumers Guidelines 59

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. I have waited until the dust has settled from 2017 before giving my views on what might lie ahead this year. What is done with the data or customer ‘evidence’ is what matters or in reality it has no real value to an organisation.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

ERDM

JANUARY 22, 2019

and Scott Emmons, former Head of the Innovation Lab at Neiman Marcus Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

Customer Experience 49

Customer Experience Video Sales ROI 49

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

Customer Experience 53

Customer Experience Video Sales ROI 53

Customer Alignment

DECEMBER 18, 2017

This year, customer experience has broadly been recognised by the business community as a key imperative and growth driver. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights. But how do you do it well?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Second to None

MARCH 16, 2018

Customers are interacting with brands via digital channels at a higher rate than ever before, making it essential that you have systems in place to provide a high-level value within these avenues. Just to provide few examples, according to a KPMG study (2017) there is a positive correlation between CX and financial results.

Trends 63

Trends Omni-Channel Customer Experience Chatbots 63