“Customer experience, often referred to as CX, is the culmination of all interactions and engagements a customer has with a brand. In today’s business landscape, customers are becoming increasingly discerning and have higher expectations than ever before. As a result, the quality of their experience with a brand has become
Continue reading“CX is the new currency of business. Invest in it wisely.”
Is customer experience management a growth strategy or a cost strategy? When customers have a poor experience, results include churn, refunds, returns, service inquiries, escalations, negative word of mouth, and more marketing and sales expense to offset all of the above for continual increases in revenue. There are hidden costs, too, such as lost productivity associated
EX, a force to be reckoned with A way to inspire, to lead, to uplift It’s not just what’s seen on the outside But a feeling deep within, a source of pride It’s the culture, the values that we hold The way we treat others, how we unfold A journey
CX, it’s more than just a word It’s the bond that customers have heard With brands that listen and understand Building trust, making a loyal brand It’s about creating a seamless flow Where customer service is always on the go With empathy, kindness and a smile Going the extra mile,
Online sales are reaching all-time highs as buyers become more comfortable with digital transactions — in 2021, for example, consumers spent a collective $14 billion online across Black Friday and Cyber Monday. For businesses, the shift to online-first purchasing offers substantive potential, but also underpins prospective problems: As the number of digital
Continue readingEverything You Need to Know About Brand Experience
As we head into 2023, companies face a difficult crossroads. Inflation has consumers on edge, staffing shortages impact frontline workers, and technology continues to grow and evolve. But even with all of these changes and challenges, the best customer experiences are focused on one thing: people. It’s never been more
Continue readingFive Customer Experience Trends To Watch In 2023
Quy tắc Đỉnh-Kết cho rằng mọi người đánh giá một trải nghiệm dựa trên cảm giác của họ khi nó đạt đến đỉnh điểm và lúc nó kết thúc, chứ không phải trung bình của mỗi thời điểm. Và điều đó đúng cho cả trải nghiệm tốt hay xấu. Các
Discover why universal human behavior traits are key to a successful XM activation. Experience management (XM) is becoming increasingly vital to organizations’ long-term business success. Understanding human behavior – how and why people act the way they do – can help you design and execute more emotionally engaging experiences. Why human
Continue readingUnderstanding human behavior: The softer side of experience management
Each year, I compile a list of customer-centric companies. These are the organizations that are leading in customer centricity, innovation, employee experience and sustainability. But like many things, customer-centricity looks different in 2020. This year showed what companies will do when their backs are against the wall. Faced with an
Continue reading25 Of The Most Customer-Centric Companies From 2020
CES may have looked different this year with its virtual format, but the world’s largest tech trade show is still the go-to place for the newest gadgets and concepts. CES 2021 wrapped up last week with a wave of new products and announcements that not only impact customers but how