Isn’t it remarkable how things we learn at one point in our life come back to us as welcome gifts later?
Early in my career, I wrote a book about helping children develop humor skills (Humor, Play and Laughter – Stress-proofing life with your kids). I became a student on the topic because I wanted my children to learn how to constructively use humor to take themselves and the world around them less seriously. More importantly, I wanted them to develop an ability to manage frustration and diffuse conflict.
http://customerthink.com/no-joke-the-role-of-humor-in-customer-experience/
The supply chain isn’t typically a strong consideration when building a customer experience strategy. But at Nordstrom, the supply chain is a critical element of delivering quality customer experiences. The company recently re-imagined its supply chain with customers at the center to create a delivery and logistics process that gets customers exactly what they need, when they need it.
http://forbes.com/sites/blakemorgan/2020/01/02/nordstrom-revamps-customer-experience-with-new-supply-chain-strategy/#753c32f923a4/
Mopinion is dedicated to providing its customers with the best possible feedback analytics software on the market. In order to maintain this status, our team strives to make constant and valuable improvements to our platform. We do this using the feedback provided directly by our customers. That being said, we’ve got plenty of product updates to share with you this month! We have several new security updates including SCA-compliant payments in Stripe and a new feature that enables users to anonymise their own feedback data. We also want to give you a sneak peek into our new user interface which is set to go live in January 2020!
http://mopinion.com/product-update-security-measures-new-user-interface/
Most customers look at online reviews before they buy these days. Positive reviews are good for you. Negative reviews, not so good. Fake reviews, downright illegal.
Clearly you want honest, positive reviews and even some negative reviews that can help you improve. We’ll get to how to manage those reviews in a bit.
http://www.customerexperienceinsight.com/online-reviews-the-good-bad-and-illegal/
Go with your gut is an old adage that we throw around quite often in the English language. It means follow your intuition or instincts (based on your “gut” feeling). However, when we apply this expression to business world, it isn’t always fitting, much less advisable – especially when it comes to A/B testing. Used to test multiple variations of a web page or app screen, A/B Testing is one of the most popular methods for improving conversion rates. According to eConsultancy, approximately 61 percent of companies carry out less than five tests every month. However, what many of these companies miss in their testing strategies is a concrete way of constructing hypotheses for future A/B testing. Thankfully, there is online customer feedback…
https://mopinion.com/optimise-ab-testing-online-customer-feedback/
Customers are reporting lower levels of loyalty than in the past – 59% of high income consumers surveyed in Asia Pacific indicated they were less brand loyal now compared with before. So, if customers are less loyalty-driven, does that mean loyalty programmes are becoming obsolete? Quite the opposite in fact. A well-marketed loyalty programme can drive both customer retention and new customer acquisition for your brand.
http://www.marketing-interactive.com/features/optimising-the-customer-experience-to-encourage-allegiance/
We all know that the customer is king (or queen) and it seems you agree, as any article that mentions UC and the customer experience (CX) is a popular one at UC Today.
https://www.uctoday.com/news/whats-new/our-most-popular-cx-posts/
Customer experience personalization is powerful stuff. It can transform a generic customer interaction into one that will leave the customer engaged and enthused about doing business with your company again. There are two reasons that a personalized customer experience is so powerful: practicality–the empirical value to the customer of having an experience tailored to who they are and what they’re looking for–and psychology: the warm feeling that flows over a customer when they are properly recognized and catered to as an individual, rather than as part of the teeming mass of consumers.
https://www.forbes.com/sites/micahsolomon/2018/06/05/personalization-and-omnichannel-bringing-retail-customer-experience-full-circle-and-then-some/#18f7bd847f6b/
“Thank you for shopping with us. My name is Jenny. I’m going to write that on the receipt. Please take the survey listed on the receipt and be sure to mention my name and that I did a good job. I did a good job, right? Again, It’s Jenny – J-E-N-N-Y. I’d really appreciate it. I’m trying to get the most surveys this month and they’re keeping track. Be sure to use my name and give us good ratings. Thanks again!”
Whew. What just happened there?
http://customerthink.com/please-stop-feedback-competitions-among-your-staff/
Potbelly has tapped Kansas City-based Service Management Group to help it enhance its customer experience. The restaurant chain, headquartered in Chicago with 400 units across the world, will leverage a host of products — including SMG VisitView, SMG SocialView, and BrandGeek — in combination with the firm's research expertise to uncover actionable, location-level insights, according to a company press release.
https://www.fastcasual.com/news/potbelly-looks-to-enhance-customer-experience/
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