The coronavirus has impacted how people around the world live and work. With billions of people told to stay at home, millions out of work and an unknown future, companies are being forced to change how they think about and interact with their customers. These are definitely unchartered waters for everyone, including the world of customer experience. Here are three stories from the week that show the continued impact of the coronavirus.
Much of customer experience today takes place online. How a company operates through its app and website plays a huge role in customer relationships and perceptions. The best companies create safe and convenient ways for customers to shop and get the information they need. Here are three stories from the week that showcase the importance of digital customer experience.
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.
A shifting landscape means B2B buyers now have the power. The space is getting more competitive, so if a customer isn’t happy with the service they are receiving, they can take their business elsewhere. I created a CMO guide to creating a B2B customer experience, read it here
Often the main hindering block for customer experience is company culture. Fortunately for some, and unfortunately for others, the root of customer experience is a company’s culture. Without a customer-focused culture, organizations can never truly achieve a strong customer experience. It’s often the missing component for companies that continue to miss the mark on customer experience [...]
Last year 75% of companies said customer experience was their number one priority (Crowdsourced Innovation Benchmark Study). So today we can pack up our bags and go home, right? Well it seems that we have our work cut out for us when it comes to fixing customer experience at our companies. Every company today can embark on a customer experience transformation, and I have created a course to get you get started. [...]