Customer experience is always changing. With the help of social media and our constant connectivity, ideas spread like wildfire. The actions—good or bad—of a company can easily be seen by the entire world, and that has a huge impact on how customers view a brand. That was a big theme this week as companies made bold moves to connect with—or distance—customers.
I attended CES (Consumer Electronics Show) as a partner of and was given the opportunity to go head to head with FORPHEUS, Omron’s AI-powered robot that demonstrates the core of Omron technologies showcasing how humans and robots can work together in harmony.
If you’re heading to CES this week, you won’t see Apple products on display, but you’ll still see the brand’s presence in an unlikely location. Apple usually doesn’t participate in CES, but this year it’s making its voice heard with a powerful message of privacy: “What happens on your iPhone, stays on your iPhone.” The message is painted on the side of a 13-story building overlooking the CES convention center.
Have you or a customer experience officer ever called a meeting to talk about customer experience, only to have no one show up? It’s a common problem in organizations that don’t understand the importance of customer experience and what it means to every person inside the company.
Customers have the power and want great customer experiences from brands they can trust.
It’s a problem nearly every woman has faced: shopping for clothes and taking dozens of items into the dressing room, only to come out with just one or two items that fit. It’s a frustrating experience and one that can cause women to internalize their difficulty finding clothes that fit as something being wrong with their body.
When patients are sick or in pain, the last thing they want is to feel like a number instead of an actual person. But too many times a patient’s experience feels routine and impersonal. A recent survey found that what both patients and doctors want is a better doctor-patient relationship.
In a world where most of a company’s marketing and customer experience budget goes to new technology and flashy ads, it’s time to get back to the basics of word of mouth.
Corporate apologies can fix a PR disaster and turn around ill will towards a company. However, when done poorly, apologies can add to the problem and seem disingenuous and insincere. Here are 10 examples of the most powerful corporate apologies showing a heartfelt apology can make the difference.
The quickest way to ruin a customer experience in healthcare is to treat everyone the same. Today, offering personalization in healthcare has never been easier. Here are 10 examples of how many aspects of the healthcare experience can be personalized.