To create sustainable success and prosperity in 2016 we must focus on giving the best possible customer experience. However, there are many myths surrounding CX that can be counter-productive. The first myth I’d like to dismiss is the thinking that ‘the customer is always right’. The customer is not always right, but there is a […]
Word of mouth and peer testimony are powerful business-to-business marketing tools, making advocacy a critical element of any successful customer strategy.
The Head of Customer Experience for Telefonica UK discusses the case for an experiential proposition as part of a wider customer experience strategy, highlighting the difference made with the O2 Gurus.
Channel-consistency, customer-centricity, senior management buy-in, service as a competitive differentiator and dynamic personalisation were key discussion points at the CEM Global Summit.
3 Questions to Consider to Improve Your Customer Experience Strategy by Zarina de Ruiter – Interview with the Director Customer Experience, Launch Management and Investment Roadmap at EE about their customer experience strategy and key recommendations for fellow CX leaders. Max von
Whether it’s a customer experience, marketing or data & analytics conference, we always seem to end up talking about how to manage change in our organisation; how to encourage and inspire people to change the way they behave to deliver a better experience that drives sales revenue.
In today’s ultra-competitive markets, successful businesses understand that customer service is everyone’s job. Whether you are the CEO, staff the contact center, are a delivery driver or work in a store, you contribute to how consumers view your company. Brand reputation can be destroyed by factors as diverse as a security breach, poor public relations or even an ill-judged tweet by a senior manager.