A Better Way To Drive Growth And Profitability Through Customer Emotions

When businesses connect with their consumers’ emotions, the payback may be enormous. Consider the following examples: Following the introduction of a credit card designed specifically for Millennials, utilisation increased by 70%, and new account growth increased by 40%. A prominent home cleaner transformed market share losses into double-digit growth within

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Customer Journey: Believe That Customers’ Experiences Should Be Effortless And Predictable Is Overly Simplistic – And Can Even Backfire

Companies often believe they should make their customers’ experiences as effortless and predictable as possible. But the authors’ research shows that this approach is overly simplistic – and can even backfire. While in some instances (say, watching movies on Netflix) customers want their journeys to be easy and familiar, in

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Customer Culture: Build A Culture That Focuses On Customer Needs

Companies have been trying to adopt customer centricity for nearly 20 years now. Yet only 14% of marketers say their company really focuses on customer centricity. To build a culture that focuses on customer needs, companies should take six steps: Operationalize customer empathy; hire for customer orientation; democratize customer insights;

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Next Best Offer: Using Customer Data To Create Highly Customized Offers For The Right Customers At The Right Moment And At The Right Price

Shoppers once relied on familiar salespeople to help them find exactly what they wanted – and sometimes to suggest additional items they hadn’t even thought of. But today’s distracted consumers, bombarded with information and options, often struggle to find products or services that meet their needs. Advances in information technology,

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Customer Loyalty Depends On How Well Companies Deliver On Their Basic, Even Plain-Vanilla Promises

The notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study of more than 75,000 people interacting with contact-center representatives or using self-service channels found that over-the-top efforts make little difference: All customers really want is

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Customer Trust: A Vital Currency In Sustainable Customer Relationships

A 2021 survey of 1,000 consumers concluded that more than 80% consider trust a deciding factor in their buying decisions, despite the fact that only 34% trust the brands they use. As trust in institutions diminishes, consumers are increasingly skeptical of where they put their money and receive their information.

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Strengthening Your Customer Service With AI: Creating And Delivering A Dynamic Experience That Provides Right Information And Incentives To Customers

Reimagining AI strategies to unlock a true end-to-end customer experience. Artificial intelligence can integrate two marketing tactics – getting the right offers to customers at the right time and delivering great post-sales service – to make the customer experience even better. For every brand, helping customers make purchase decisions by

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Why Do Customer Reviews Matter For Local SEO And How It Can Help Improve Your Local SEO?

Did you know customer reviews and local search engine optimization (SEO) go hand in hand? Let’s explore how those shiny stars can help improve SEO for your business. “I don’t want to annoy them,” said Katie, “I feel like I’d be imposing if I bugged them for a review.” She

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A Better System For Understanding The Real-World Impact Of Customer Loyalty – Net Promoter 3.0

Since its introduction, in 2003, the Net Promoter System, which measures how consistently brands turn customers into advocates, has become the predominant customer success framework. But as its popularity grew, NPS started to be gamed and misused in ways that hurt its credibility. Unaudited, self-reported Net Promoter Scores undermined the

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The Difference Between Loyalty And Advocacy: How To Make A Loyal Customer A Customer Advocates

Need more business? Customer advocates are your key to more leads – and as a result, more revenue. Why? People are more likely to purchase a service or product based on a recommendation than ads they see or research they have to do themselves. In fact: Ninety-two percent of people

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What Is More Important To Your Customer? Experience Design Or Flawless Delivery & Execution? And How Your Brand Can Provide Great Customer Experience

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

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