Experience Investigators by 360Connext
MAY 27, 2015
She is the author of Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content and co-author of the best-selling Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business (Wiley 2011). Want a full workup on her?
Experience Investigators by 360Connext
JANUARY 7, 2015
One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams.
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Beyond Philosophy
MAY 20, 2015
Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.
Experience Investigators by 360Connext
MAY 20, 2015
In fact, customer complaints via social networks has nearly doubled from 19% to 35% since 2011. These customers will feel anger whenever they see your brand represented and show that anger to the world. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.
Retently
AUGUST 15, 2018
The beauty brand Glossier’s gTeam is an exceptional customer service example in this case. Team members are responsible for responding to customers, engaging with them, and following up after certain purchases – and it’s really doing wonders for their brand’s image. That doesn’t mean just sending speedy email replies.
Avaya
OCTOBER 31, 2016
In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. But then we saw the rise of technologies like cloud, mobility, social media and big data … and everything changed. Now that we’re just shy of 2017 (how time flies!)
Eptica
MARCH 18, 2016
Therefore, you’d expect customer service to be continually improving, but the 2016 Eptica Retail Multichannel Customer Experience Study found that this isn’t the case. The performance of many companies and channels remains static, while in other areas it is deteriorating , rather than improving. Share this page on: Tweet.
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