How does a company that has been around for more than 100 years still provide innovative and customer-focused service? For Nordstrom, it comes down to understanding customers and evolving the experience to meet their needs and exceed their expectations.
Amazon Prime Day is a mega-sale with deep discounts and flash deals on popular items, exclusive for Amazon Prime members. Since starting in 2015, each Prime Day has topped the previous year’s sale numbers. This year, Prime Day is scheduled for July 15 and 16. After past glitches and criticism, Amazon is out to prove that Prime Day is all about providing value to customers.
Companies can’t hide behind their brands or clever advertising. Customers want to do business with transparent and authentic companies that don’t try to hide their actions. Trust is the foundation for lasting customer relationships. It’s difficult to build and can easily be broken, but when treated carefully, it can be incredibly powerful. Here are four stories from the week that show the importance of building trust and understanding customers.
What’s the secret sauce to successful businesses? How do the best companies continually innovate and grow? According to Tiffani Bova, Global Customer Growth and Innovation Evangelist at Salesforce, there’s not one secret to success. Growth and success don’t come from just focusing on employees or building a customer-centric culture or going through a digital confirmation — it comes from a combination of all of those things and many more.
A system that remembers customers’ preferences, can understand speech and text and that learns the more it’s used—that’s the magic of machine learning. Machine learning is used to understand customers, drive personalization, streamline processes and create convenient and memorable customer experiences. Here are 20 examples of machine learning in action.
In customer experience, the only constant is change. How customers shop and interact with brands is constantly changing, which means organizations need to stay ahead and lead new trends to provide amazing experiences. This week brought three examples of how consumers are changing and the opportunities and challenges that brings for brands.
Customer service and customer experience are often used interchangeably. While the two concepts are actually separate, service is a vital part of the overall customer experience. It’s no coincidence that brands with great customer service also tend to have a great customer experience. Here are three stories from the week that show the power of customer service and how creating great relationships and innovative services can launch companies to the next level and help customers.
The future of B2B customer experience can be summed up in two words: digital transformation. The move to digital has been a long time coming in the B2B space, and it has the power to completely change how clients interact with brands and run their businesses. Research has found that B2B companies that successful master digital transformation have 8% more shareholder returns and five times more revenue growth than their peers. Those staggering numbers show the power of digital transformation in creating successful, future-proof B2B companies.
Modern customers care about social responsibility. They want to support companies that take a stand and do good for society and the environment. Sustainable practices can contribute to a great customer experience, but companies with poor environmental practices can get a black mark on their reputations. Here are three eco-related stories from the week that show what companies are doing (and aren’t doing) to support the environment and serve their customers.
Data is crucial in customer experience—how you measure it, protect it and analyze it plays a huge role in how customers perceive your brand. This week we saw three different applications of data in customer experience and how understanding and protecting data can create a better picture of customer expectations.