Finally an article where when it comes to what's next for "brand loyalty" in the in the next generation of commerce we don't talk again about loyalty points and cards. Yes, you will find some info about Social Discounts, but the article ends with a memorable phrase: In the end, the ultimate question brands should ask themselves is: [...]
10 years ago, Google knew almost nothing about Customer Experience . In 2015, the Customer Experience strategy was a priority. In 2016, according to Forrester, it will become critical to success. Are we prepared? 2016: CX Leaders Will Adopt Agile, Insight-Led Innovation To Fuel Customer Obsession „In [...]
An article in which the author draws parallels between the evolution of Six Sigma and the Customer Experience. Briefly, he asks a good question, very good one: “Are we really trying to improve customer experience or are we just trying to improve out net promoter score (NPS)?” And talks about the main challenges of customer experience [...]
Very good article on 3 essential tactics to close the gap between customers and experience. Yes, you will read again about “Put the customer first”, but this time with relevant examples.
While chasing new customers we forget to take a look at our existing ones – that are already enjoying our products. We can often see in marketing campaigns, in a desperate search for influencers, that we miss to stay in touch with our most important and powerful influencers: our existing customers. Maybe it would be [...]
A very interesting article about how important is quality in Customers Service in delivering and achieving the supreme goal: Customer Loyalty. According to the study you will find in the article, 68% of our customers are leaving us due to poor Customer Service. Lend an ear to this one. Customers Want Better Customer [...]
Nu cred in strategii de retentie cu politici de pricing agresive daca acestea sunt alaturate unor concepte de pseudo-loializare precum cele din paragraful anterior sau sunt singurele folosite. Cred ca sunt cele mai de efect tactici in customer retention, dar nu pe principiul „one size fits all”.
I don't believe in retention strategies with aggres-sive pricing if these are added to pseudo-loyalty con-cepts as the ones above, or if they are the only ones used. I believe these are the most effective customer re-tention tactics, but not as a one size fits all principle.
Despre procese, proceduri, durata unui apel sau timpul mediu de asteptare sigur ati mai auzit. Despre cat de importanti sunt oamenii dintr-un department de Customer Care si rolul acestuia intr-un business, la fel. Drept urmare, nu despre asta voi scrie. In schimb, o sa va impartasesc viziunea mea, ca om crescut in “spiritul” [...]
Big data already became insufficient. Companies that will manage to implement algorithms for making the most of the huge quantity of data available, generating direct impact on customer decision, we be more valuable than the ones that will just “sit” on an unorganized set of data. The Arrival of Algorithmic Business [...]