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  1. “You’re a good old horse,” the cowboy drawls, “even though you’re not the fastest ride in the barn. And sometimes, though I hate to mention it, your gait can be uneven. And…”

    Finally, the horse has to interrupt: “Dude! I said feedbag, not feedback!”
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  2. Starting today, General Motors will let you buy coffee, order take-out food or make dinner reservations with the tap of your car's touchscreen.

    The service, called Marketplace, links drivers to popular vendors including Starbucks Corp., Dunkin’ Donuts Inc. and Applebee's. Using your established digital relationship with those brands, along with data collected from your car such as location or time of day, it can offer highly personalized experiences.
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  3. If you have followed carefully throughout the previous instalments, by now, you would be able to create a good CRM strategy.

    You’ve learnt specific topics like e-commerce and handling conflict. And also, you’ve been told that if you want to be successful, your CRM initiative needs to keep moving forward. What’s now left are some how-to-do’s for sustaining your CRM effort.

    In this instalment, we’ll apply a process for assessing, aligning, and continually renewing your CRM strategy.
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  4. A recent online shopping experience, which left me waiting more than two weeks for a delivery, reminded me of the importance of, and our expectations about, time.
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  5. When it comes to marketing technology, 2017 was a year defined by big data. For both marketers and retailers, the most influential technologies available were those that used customer – and even employee – data to improve experiences and make marketing smarter, more streamlined, and ultimately a more profitable venture.
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  6. Every successful company knows that customer experience (CX) is important and that developing and refining it to delight customers is a priority.

    However, there’s often a debate about who should own the customer experience project. Should it be outsourced to a bunch of consultants or subject matter experts? Or should it be managed in-house by a cross-functional team?
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  7. How many times have you called your credit card or insurance company only to plow through a grueling five minutes of automated options before being put on hold for the “next available representative”? After being reminded that “this call will be recorded for quality assurance purposes,” another five minutes drag by before you’re finally talking to a human being.

    By this time, you’re frustrated and exhausted, and you wonder how any company concerned with “quality assurance” could put you through such an obnoxious ordeal.

    This is an example of an awful user experience (UX) – from its clunkiness and inefficiency to its total lack of regard for the customer’s time, this kind of call center gauntlet is doing the company no favors with regard to customer satisfaction or loyalty. As such, it has an immensely harmful effect on the overall customer experience (CX) – how customers engage with a company over the entire duration of their time using its products and services.
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  8. It’s a universally acknowledged fact that technology has influenced every aspect of human life, specifically over the last few years.

    This stands unambiguously true for travel industry. Remember the time when a "things‐to‐pack" list used to be very extensive ‐ camera, film rolls, Walkman, copies of important documents, maps, dictionary, etc. All these things can be carried in one tiny device called smartphone now!
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  9. Founder and Chief Executive Officer (CEO) of Amazon, Jeff Bezos famously said, “Your brand is what other people say about you when you’re not in the room.” Warren Buffet, chairman and CEO of Berkshire Hathaway cautioned, “It takes 20 years to build a reputation and about five minutes to ruin it. If you think about that, you’ll do things differently.”

    Rick Crump, founder and CEO of KineticXperience, drove both those points home during his presentation “Advice From An Industry Expert: Introducing Customer Experience To A Clinical Setting: The KineticXperience” at the 2019 OPEN MINDS Technology and Innovation Institute in Philadelphia during which he encouraged health and human service executives to reassess consumer touchpoints to ensure good customer service.
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  10. Marketing’s goal used to be pretty straightforward: build a pipeline of qualified leads to hand over to the sales team. The model changed a little bit depending on the audience and the vertical, but essentially marketing material and actions, from awareness level to consideration, were used to build a pipeline.
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Mopinion is a proud sponsor of Customer Experience News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Customer Experience Tools in order to collect experience for the customer. Mopinion takes it one step further and offers a solution to analyse and visualise Customer Experience results from your websites and apps wherever you need them. The real challenge for companies is not about capturing Experience, it is about how to make sense of the data.