Holiday shopping is known for deep discounts and big sales. Entire websites are dedicated to finding the best deals, but is continually slashing prices really a strategic move for businesses? Competing simply on price isn’t sustainable. Eventually, the business will no long be making money or be different from any other company. The solution is to compete on customer experience.
http://forbes.com/sites/blakemorgan/2019/12/04/10-customer-experience-alternatives-to-competing-on-price-for-the-holidays/#10bc7027a0c5/
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/
When it comes to creating an amazing customer experience, all companies can learn from the Happiest Place on Earth. With its magical and personalized approach to customer experience, Disney and its theme parks have created a passionately loyal fan base, welcoming 157 million visitors in 2018 with an amazing 70% return rate of first-time guests.
Disney is regularly recognized for its magical approach to customer experience. Here are five lessons every company can learn from Mickey Mouse himself.
http://forbes.com/sites/blakemorgan/2020/01/23/5-lessons-from-disneys-magical-customer-experience/#65cd139b7555/
If you are in business, you will eventually have an unhappy customer. The key is knowing to react. We know because we had such an experience ourself.
https://www.entrepreneur.com/article/277437/
We now live in an outcome-based economy. Customers want solutions, and if you don’t provide a solution and provide it well and fast enough with flexibility in price and offering, they can easily opt for one of your many competitors. To this flexible mindset add tons of data and an endless array of influences, and you’ve got a customer journey that is much more volatile than in years past.
http://customerthink.com/are-your-customers-engaged-how-to-tell-and-what-to-do-about-it/
Among the improvements that Bombardier has brought to its aftermarket support is recently adding a second mobile response team (MRT) jet, a Challenger 300, based in Frankfurt, Germany.
https://www.ainonline.com/aviation-news/business-aviation/2018-05-29/bombardier-ramps-customer-experience/
According to McKinsey, 75% of online customers expect service within 5 minutes – and successfully delivering that requires an effective technology foundation. The right CX platform is a critical part of that foundation. On premise, off premise, in the cloud – there are so many different options companies face when building a CX stack. Let’s take a closer look at what on premise cloud is, how it can support your CX technologies, and the steps you can take to maximize its effectiveness.
https://smartercx.com/can-on-premise-cloud-improve-cx/
As customers find a widening pool of modern technology solution options with new implementation, usage and cost models, vendors are changing how they leverage their channels and the way they measure their success their partners bring, both individually and collectively.
The ongoing transformation of the channel is nothing new, nor is the upheaval surrounding it. Looking at its current state and the coming years, a group of channel chiefs representing a diverse set of vendor types last week reflected on current business and technology shifts and shared their views on critical strategies for success.
http://channelpartnersonline.com/2019/12/20/channel-chiefs-share-why-customer-experience-is-now-a-key-success-metric/
When you hear the term “intelligence”, some of the first things that leap to mind include super-secret governmental reconnaissance and AI (artificial intelligence) technology. Although CI (customer intelligence) seems like a completely different story, it bears a little bit of resemblance to the former, in a benign sense, and leverages the power of the latter as machine learning algorithms come into play.
CI meaning boils down to harvesting and analyzing information about customer behavior. It sheds light on the whys and wherefores regarding the events and trends in a company’s consumer ecosystem in order to provide the business with actionable insights for more effective CX strategies. Importantly, this concept isn’t only about collecting the relevant data, but it’s also about harnessing that information to understand the customer’s needs, introduce improvements, and derive better results.
https://smartercx.com/ci-meaning-insights-into-customer-intelligence/
Subscriptions enable consumers to obtain a wide variety of products and services, from streaming video to boxes of fashion items, in a convenient way. Providing a good customer experience and evolving with customer needs are vital to ongoing success in selling via subscriptions.
http://digitalcommerce360.com/2019/12/05/customer-experience-is-key-to-subscription-success/
