Danelle Hunter is one to watch when it comes to customer service – and she’s got the AREA to prove it. As Managing Director of Biggin & Scott Knox, here are her secrets for delivering the ultimate customer experience.
https://eliteagent.com/how-to-perfect-the-customer-experience-danelle-hunter/
De Bijenkorf, a renowned retail brand within the Netherlands known for its premium and personal service in stores, has had an offline presence for almost 150 years. It sells products such as clothing, footwear, bedding, furniture, jewelry and much more. The Bijenkorf website is an extension of their offline presence which enables their brand to reach all of Holland and Belgium. De Bijenkorfs online vision is to offer an online shopping experience that matches its premium standard provided to customers in stores.
https://mopinion.com/customer-success-story-de-bijenkorf/
All Aaron Dun wanted was to surf a website. There was only one problem: a chabot wouldn’t let him. It kept popping up during his web session, despite Dun’s multiple attempts to “X out" the chabot. Dun, a senior marketing executive in the Boston area, chronicled his web-travel chatbot woes in a popular LinkedIn post last month. “Please, please, PLEASE help your customers know when I have hit the little "x" to close the chat window, and you know, maybe help them WAIT awhile for me to decide I need help?!!” Dun wrote.
https://www.cmswire.com/customer-experience/chatbot-brakes/
In the past month, the pillars of the digital transformation has been discussed —shifting our focus from technology to the behaviors that drive the digital transformation. I believe that the complete transformation is only possible if the right kind of organization is built, an organization that believes in the possible. To build these organizations, Every organization needs to fully understand the meaning of each pillar. There is no pillar that is more important than the next. Just like in a building, you need all the pillars to stand tall. So, let’s first get a deeper understanding into how experiences drive the digital transformation.
https://www.forbes.com/sites/danielnewman/2018/06/19/3-keys-to-driving-customer-experience-into-your-digital-transformation/#5c1703fd4318/
Providing great customer service is a challenge for many businesses today.
Companies like Amazon and Zappos have raised in the bar in terms of what customers expect, and there are an increasing number of tools and technologies that businesses people can use to improve their support.
So, I asked 14 customer service and customer experience experts this question:
What's the biggest customer service challenges today's companies are facing and how can they overcome it?
Here's what they said...
http://blog.sagecrm.com/detail.php?id=27782/14-experts-on-the-biggest-customer-service-challenges-faced-by-businesses-today/
Companies can’t afford to take a vacation when it comes to delivering great customer experiences. David Baekholm, senior VP of growth marketing at HomeAway, shares what his brand learned not to do in order to drive growth.
We operate in a crowded, competitive market, where most companies are vying for a similar audience. HomeAway is a vacation rental company owned by the Expedia Group with more than 2 million property listings across 190 countries. When thinking about how we could stand out, we saw an opportunity to compete on the ways people experience travel.
https://www.thinkwithgoogle.com/marketing-resources/experience-design/customer-experience-strategy/
Many management pundits claim that we are living in the experience economy. One of the most notable work in this direction was published by Pine and Gilmore in 1999 – The Experience Economy. The book rightly asserts that organisations undergo an evolution in their business model from trading to developing branded products and ultimately delivering a great experience that makes the brand sticky. Interestingly, there are a few industries that are still not up to speed with this idea. Consider telecom, banking, airlines, or insurance, and you may concur with my thoughts. These industries are far behind in the race of delivering memorable customer experience when compared with internet companies like Amazon, Airbnb, or even PayPal for that matter.
https://omoto.io/academy/improving-customer-experience-in-banking/
No matter how loyal shoppers may be to certain retailers, online shopping can test even the most dedicated brand ambassadors. Those warm and fuzzy feelings shoppers have for favorite stores or designers often evaporate when the dire need for lowest price, fastest shipping, and special sizes outweigh the emotional bond a shopper may have with a particular company.
Let’s face it: Customer loyalty is always fleeting. And during peak seasons, it can be doubly easy to lose and much harder to gain.
https://www.bizjournals.com/charlotte/news/2018/08/15/can-brand-loyalty-survive-online-shopping.html/
E-commerce business models are undergoing a dramatic shift. Initially businesses relied on consumers to do the 'heavy lifting' to discover the product and to make the purchase decision. The vendor's role was to ensure that the product was discoverable and — most importantly — available at the geographic location where the transaction potentially would take place.
https://www.retailcustomerexperience.com/blogs/digital-transformation-driving-the-personalized-retail-customer-experience/
With customer experience a focal point for businesses across all sectors, marketers shouldn’t just be looking at B2C brands for inspiration as B2B is increasingly seen to be leading the way.
https://www.marketingweek.com/2018/08/22/b2b-brands-customer-experience/
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