B2B companies know that it is harder than ever to influence customer experience (CX) in the digital age. An influx of channels, easy access to information and influencers, and an increasing desire for personalised, consumer-like experiences has blurred traditional purchasing paths and empowered B2B customers to independently make buying decisions before engaging with company representatives.
https://www.mycustomer.com/experience/loyalty/have-b2b-companies-lost-control-of-the-customer-experience/
Part four of a new series from Smith+Co exploring business value, communication and empathy. Part one: Lessons on brand values from sinners and saints. Part two: How to adopt a value-led approach to handling a brand crisis. Part three: How leading brands build empathy into their CX - and how you can too.
https://www.mycustomer.com/experience/engagement/how-to-ensure-your-customer-experience-training-programme-is-a-success/
What separates those brands that deliver great customer experience from the rest? What qualities are consistently present and what can we learn from them?
https://www.mycustomer.com/experience/engagement/four-qualities-consistently-found-in-brands-that-deliver-great-cx/
Emotions are a huge part of the customer experience. Emotions drive or destroy value for a business, and often in hidden ways. Emotions influence our desire to buy or not to buy, what we choose from a company’s offerings, what we remember and share about the experience, and, perhaps most importantly, whether we will be loyal to a brand.
https://www.mycustomer.com/experience/engagement/the-20-emotions-that-drive-or-destroy-value-in-customer-experience/
You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners. The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure.
Your contact center partner owns a huge part of your customer experience. And customer experience comes with complexities not found in other service offerings. And your outsourced partner is going to act as an extension of your own brand, so their employee experience, hiring philosophy, and corporate culture truly matter. Thus, crafting your contact center RFP takes thoughtful preparation. Here are our most popular resources to guide you in crafting an RFP that will address the unique challenges of selecting a contact center partner.
http://www.customerexperienceupdate.com/?open-article-id=8230415&article-title=4-essential-resources-to-read-before-you-craft-your-contact-center-rfp&blog-domain=blueocean.ca&blog-title=blueocean/
The scandal surrounding Facebook's use of personal data has given us a glimpse into the future of marketing and customer experience management.
https://www.mycustomer.com/experience/loyalty/what-the-facebook-scandal-taught-us-about-the-future-of-customer-engagement/
Next is exploring how it can more effectively target customers online and offer more personalised products and services.
https://www.marketingweek.com/2018/03/23/next-increases-online-investment-as-high-street-stores-continue-to-suffer/
The fight for customer loyalty is fierce these days and with the ever increasing focus, many brands are taking a closer look at how they can compete to win the heart-share, mind-share, and of course, “purse-share” of their audiences. As they focus on elevating their customer experiences and finding their advantages in an ever more competitive marketplace, several businesses look to data—such as customer feedback—to help them in the battle of customer attraction, retention, and recommendation.
https://www.huffingtonpost.com/entry/4-ways-to-make-the-most-of-your-customer-experience_us_5953fdbbe4b0f078efd986ec/
“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!”
https://www.forbes.com/sites/micahsolomon/2016/04/04/your-companys-survival-depends-on-the-right-customer-experience-feedback-heres-how-to-get-it/#5be596637eef/
No company wants to receive complaints about its products or services, but when this does occur, it is important that the firm gets to the bottom of the problem.
http://www.omegascoreboard.com/news/customer-experience-roi/using-feedback-to-improve-customer-experiences/
