Empowering People to Speak Up and Speak Out!
Customer experience futurist Blake Morgan addressed her thoughts on customer experience and digital transformation in a year-ending Forbes.com article. She emphasizes, “Digital transformation and customer experience go hand in hand.…
While knowing your customers’ preferences, buying habits and idiosyncrasies is important, some would argue that it’s missing the point. Judd Marcello, EVP of Global Marketing at Cheetah Digital makes the…
Given my firm belief that customer service encompasses every element of company performance—including employee acknowledgment and respect—the coming decade will focus squarely on competition for the best treatment both of…
As technology and customer expectations evolve, so will customer service practices and commitments. Every indication points to increasing emphasis on keeping customers happy to keep the business going. Companies that…
I’ve talked about a version of this before. A purveyor gets you to connect based on reaching out for information, then won’t leave you alone. That can be bad “customer…
What can companies do to hedge their bets about this type of needless alienation?
#CXchat #CustServ #CustomerService #Brand #CX #Marketing #BeyondPhilosophy #CusEx #CustomerService
Good customer service requires rethinking and, in some cases, slowing down fulfillment and delivery. Yes, s-l-o-w down. Here’s why: Once people get accustomed to a standard—say two-hour grocery delivery—they will…
Thought leadership is ever-present. Ancient Greek philosopher Aristotle provided enduring thought leadership when he uttered, “Moderation in all things.” While upsides to well-conceived thought leadership include brand-building, increased profits and…
