Every consumer has their go-to brands—the companies they will do business with again and again because of a trusted track record, great product and strong service. Every company wants to be a go-to brand, only about one-third of them reach that status. In order to become the preferred brand of customers of the future, brands need to focus on connection and progress.
Although most companies understand the importance of digital transformation, many are overwhelmed by the idea of having to revamp their entire digital approach and flounder without knowing how to implement a transformation. But they also realize that if they don’t do anything, they run the risk of being disrupted and replaced, especially during this pandemic.
Like all industries, banking has faced huge disruptions due to the global COVID-19 pandemic. And although the challenges facing banks have led to many negative effects, there could be a silver lining as the pandemic moves companies closer to full digital transformations.
Today, Apple regularly tops lists of companies with the best customer experiences and the most innovative products. But that hasn’t always been the case. When Apple was founded, few companies even considered customer experience. As the company was first gaining traction, Steve Jobs brought on people who understood customers to take risks and prioritize experience when few other companies were. One of those early leaders, John Sculley, went on to become CEO of Apple.
The impacts of the global coronavirus pandemic are widespread, and they are already being felt in the values and actions of consumers. Customer experience is a reflection of what matters to consumers, but those values are changing and greatly affecting all industries. This week we saw three stories of how consumers are changing and the long-term impacts of COVID-19.
A company striving to grow its revenue and an organization dedicated to finding a cure for type 1 diabetes may have different goals, but one important principle stays the same: they have to connect with their audience. Just like customer experience is crucial in the for-profit world, supporter experience drives the success of non-profit organizations.
A strong customer experience is rooted in relationships with customers and employees. In order to build those relationships, brands must be honest and transparent about their operations, both good and bad. This week we saw three stories of how being transparent can benefit companies and avoiding openness can lead to negative consequences.
Data or AI alone is only part of the equation; true success in customer experience comes when the two sides work together. Informatica leverages the power of data and AI to serve its customers and provide tools for its customers to serve their end-users.
Providing a great customer experience means continually evolving products and services to meet customers’ needs. That’s never been more true than in our current pandemic environment where customers’ everyday lives have been upended. Many companies are adapting what they offer and how they deliver it to provide more convenient services to customers. This week we saw three stories of companies expanding to new areas to better reach customers and continually improve their overall experience.
Successful, customer-driven companies put their customers first in everything they do. Even if those customers have four paws. BARK, the company behind the wildly successful BarkBox, was created when its founders wanted to make functional and stylish products that would make their dogs happy. As cofounder Henrik Werdelin says, BARK does everything from a dogs-eye view.