Most people consider customer experience the ultimate goal for companies and marketers, but according to Wharton marketing professor Peter Fader, customer experience isn’t for everyone.
Technology is the heart of the modern customer experience. It’s constantly evolving and can be used to create amazing experiences that connect customers with brands. However, when it isn’t used properly, technology puts customers and their trust at risk. Here are three examples from the week that show the power of technology in customer experience.
In our technology-driven world, all companies should aim to create frictionless experiences at work and for their customers. Technology is a powerful tool that should drive every interaction anyone has with the brand.
Customer experience is all-encompassing. A company might place a large emphasis on in-store customer interactions, but if the website is outdated or the call center is rude, it can still ruin the entire experience. This week, three stories from the news showed just how widespread customer experience can be. There are a lot of things to think about, and they are all important to finding and retaining customers.
The direct-to-consumer model goes against a lot of traditional retail expectations. Instead of trying to get space in a larger retail store, companies now start online. With targeted marketing and the help of social media, it’s possible to gain a large following.
Digital transformation is everywhere these days. But the idea of updating everything about how a company works and interacts with customers can be overwhelming. Comcast’s recent digital transformation shows that moving strategically and focusing on solutions customers love and employees champion can lead to great results.
Comcast has made a major push in the last few years to get to a level where customers love the brand. The goal of the company’s digital transformation was to solve traditional problems with technology and create an easy and consistent experience for customers.
Digital transformation is possible, even at large companies …
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Customer experience can make or break a business. A good experience can create loyal customers, while a bad experience can have people running for the hills. In fact, it takes more effort and resources to recover a customer after a bad experience than to get a new customer.
This week three companies were in the news for their customer experiences—some good and some bad. These examples teach the importance of always putting customer experience first and looking for ways to best exceed expectations.
Lufthansa Sues Passenger For Skipping Flight
Miss a flight? You might be headed to court. That’s what …
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Perhaps more than anything, customers love to be appreciated. And everyone loves a free perk. Loyalty programs play a huge role in customer experience. Not only do they reward devoted customers and encourage people to come back to the company, but they can also promote brand awareness.
Personalization can be an overwhelming and time-consuming task, but it’s made simpler through artificial intelligence. In fact, it’s never been easier to understand consumers and create personalized offers with AI. Here are seven of the best examples of using AI to improve personalization.
n 2018 when some iconic retailers shuttered their doors by either completely going out of business or closing a portion of their stores. Retail is incredibly competitive, and specialty stores or brands that can’t innovate and compete often fall by the wayside. Thanks to Amazon and an explosion of direct to consumer companies like Casper, Dollar Shave Club and Away, more big box retailers are closing their doors.