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
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
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
Hulu has slowly been creating one of the best digital content customer experiences out there. The streaming wars are in full swing, with 2020 bringing new entrants like HBO Max and Peacock to fight against the long-time favorites. The battle for streaming viewers essentially comes down to two main factors: libraryand experience.
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#1. Don’t worry about industry review. Have relentless focus on the fans/customers. Praise in trade magazines or getting awards means nothing unless your customers love you.#2. Make products for your customers. Keep it simple. & Like Steve Jobs: start with the customers and work backwards to the product.#3. Make it
Continue reading4 Lessons from the most customer-centric rock genre