The 3 Biggest Sins of Customer Engagement

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Regardless of the industry, customer experience directly affects brand loyalty. According to Walker Information’s “Customers 2020 Report” Customer experience will overtake price and product as a key differentiator by 2020. It is important for all businesses to recognize that every interaction with a customer impacts their loyalty. In this post Guy Nirpaz explains the 3 biggest mistakes companies make while interacting with their customers.

Read the full article at www.entrepreneur.com.

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Four Communications Trends in 2015

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Even ten years ago, no one could have predicted the speed and clutter of communications businesses face every day. As a result, every day it gets more and more difficult to get your marketing message out–let alone to the people you need to reach. As the environment has changed, tactics have too. And if your business hasn’t adapted, or is not prepared to, you’re going to be left behind as your competitors (or others) do. In this post, Adam Fridman explores some pretty compelling predictions for the coming year.

Read the full article at inc.com.

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Steps For improving Your Customer Effort Scores (CES)

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When I see the acronym CES, I think Consumer Electronics Show. Maybe you do too. There is a new CES in town and it’s making waves. It stands for Customer Effort Score. In this article, John Hooper, from HGS, explains the premise. Rather than focusing on exceeding expectations to build loyalty, companies should make it as easy as possible for customers to resolve issues and get what they need.

Read the full article at the HGS Blog.

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Why Nordstrom’s Digital Strategy Works (and Yours Probably Doesn’t)

“…focus less on the individual technologies and more on how to rally all those technologies, in unison…”

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Just because your business has an app does not mean you have a good digital strategy. Nordstom’s is so clever, it took three braniacs from Harvard Business Review to figure it out and distill it down for us regular folks. In this article Ross, Beath & Sebastian (not a law firm, imagine a jammin’ journalist rock band) delve into why Nordstom’s digital strategy is so good and what we can all learn from it.

Read the full article at hbr.com.

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Want A Powerful Customer Experience? Make It Easy For The Customer

“Simply ask yourself how you can make life easier for your customers.”

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There has been lots of banter lately on improving customer experience by making the process effortless for the consumer. There is a good reason for this. It’s true and it works. In this article, Blake Morgan explains that we live in the period of options. Today there are more options for customers than at any point in history. For executives who understand today’s business reality of customer options customer experience is an emergency, not an afterthought. However today this is predominantly not the case.

Read the full article at forbes.com.

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Consumer Adoption of Restaurant Technology Accelerates

And it NOT just millennials..
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Buzztime reports that consumers are adopting restaurant technology at an increasing rate and what’s most surprising is that it’s not just Millennials! While it’s no shock that 90% of Millennials own or regularly use a smartphone or tablet, 60% of Baby Boomers can say the same. And while 53% of Millennials say that they are more likely to use restaurant technology options now than they were two years ago, Baby Boomers aren’t lagging far behind at 26%.

Read the full article at buzztimebusiness.com

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Big Move to Retail Indoor GPS

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2014 was filled with hope and some success for the location industry. In what was probably the biggest deal, Qualcomm bought United Kingdom-based CSR for $2.5 billion — at the same time, spinning off its own location beacon company, Gimbal. While the connected car continued to get a lot of press at the biggest trade shows, indoor location technology matured to a point that many retailers are believing it’s a way to get consumers back into the stores — and away from their computers.

Read the full article at gpsworld.com

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