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 A company might place a large emphasis on in-store customer interactions, but if the website is outdated or the call center is rude, it can still ruin the entire experience.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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When’s the last time you saw a movie in theaters? How about the last time you watched a movie or show on Netflix? If you’re like most consumers, you’ve done the second thing more often. Even as movies bring in record amounts of money at the box office, Netflix grows its number of subscribers by around 10% a year and now has an estimated more than 59 million subscribers in the U.S. alone. There’s no doubt Netflix is the definitive modern media company, and its impact is felt in a number of industries. It’s what experts call the Netflix Effect.
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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Toys "R" Us is not putting the nail on the coffin yet. The Toys "R" Us story is well established at this point. The toy company did not embrace digital transformation early enough, treating digital as ancillary, and trusting Amazon to run its ecommerce business. Now in hindsight they and others realize that was a mistake, and a cautionary tale to any other company out there that believes digital is simply an ancillary effort.
Most relationships with companies are transactional, however when it comes to Tesla owners and their cars, something is different. Tesla owners genuinely want Tesla to be successful. Tesla owners are invested in the success of the company.
Who leads customer experience? In many companies it’s the CMO. But just like the CMO’s role, the world of customer experience is constantly evolving. In order to lead a strategic and successful customer experience, the CMO must be aware of changing trends.
Here are 10 CX trends every CMO should consider.
Companies today have a wealth of data on their customers. It comes from wearable devices, surveys, internet activity and so much more. Companies with great customer experiences leverage that data to better understand their customers. Amazon uses big data to create personalized product recommendations for its customers. …
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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.