What makes a great customer experience? For some brands, it’s a frictionless journey. For others, it’s a memorable experience. But few brands are successful being both frictionless and memorable. Research shows companies can choose among four strategies when deciding whether to focus on being frictionless or memorable. What exactly makes
Exceptional customer service plays an essential role in the success of any eCommerce business. This is even more true now that the voices of consumers are becoming more and more powerful, thanks to social media. They are aware of it and are interested in wielding their power. That’s one reason
The Covid-19 pandemic upended a marketer’s playbook, challenging the existing rules about customer relationships and building brands. One year in, there’s no going back to the old normal. Here are 10 new marketing truths that reveal the confluence of strategies, operations, and technologies required to drive growth in a post-Covid-19
The most common methods of tracking customer sentiments has a big blind spot: They can’t pick up on important emotional responses. As a result, qualitative surveys, like Net Promoter Score, end up missing critically important feedback. Even if they provide a positive score, customers often reveal their true thoughts and
Data is the lifeblood of our economy. If you’re not paying for a product, then you are the product. Companies like Google and Facebook have built empires from data, but due to countless breaches, threats, and a shifting sentiment, there’s finally some push back on what used to seem like
The closing keynote panel discusses customer’s delight: incorporating personalization and unique experience in strategy The Millennium Alliance is a leading technology, business, and educational advisory firm. Focusing primarily on areas such as business transformation, executive education, and growth, policy, and need analysis. Millennium is quickly becoming one of the most
Big data is of big importance. It has been for years. But in 2021, we’re going to see marketing teams especially focused on taking control of customer data and analytics efforts for the welfare of the enterprise. Case In Point: Research shows it’s four times more expensive to get a
While many industries experienced downturns in 2020, CDP growth is booming-for lots of reasons. In the midst of a pandemic, it’s even more important to businesses to use their data intelligently and efficiently. CDPs help them do that by pulling fragmented data from multiple sources into one organized, central location.
“Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company’s apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection. Customer experience is the
Retail stores have seen tremendous growth in the past decade. So much so that we now have chain stores of retailers such as Ikea, Walmart and Target with each having numerous stores around the U.S. and the world. You might be familiar with the long, long aisles and multiple floors
Most businesses around the world are being forced to take a hard look at their budgets, thanks to the coronavirus pandemic. The smart ones, however, have realized that increasing spend on things like customer experience could be highly valuable in keeping their businesses afloat during this tenuous business climate. Even
Even in the midst of a global pandemic, there is one thing that’s for sure: people still want to be treated well. This concept is at the core of customer experience – the simple idea of people wanting to feel seen, known, and appreciated by the companies they’re buying from. Even as many companies seek to temporarily halt production of certain items or close their doors to dine-in patrons, they’re finding themselves in a weird place: wanting to stay top-of-mind for customers amidst potential closures, and not wanting to stir anxiety or fear while they do it. In fact, according to a June 2020 survey (1) performed by our team at Futurum Research, which talked to 330 companies in North America and Europe, 57% said their entire business model needed to reconsidered in the wake of COVID-19. Let’s just say that things are about to get a whole lot more competitive and CX may be the thing that keeps you in business.