OpinionLab
AUGUST 29, 2017
Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ). Your omnichannel strategy should always incorporate a human element.
OpinionLab
JUNE 8, 2017
And yet despite all of the customer feedback that is being generated—whether direct or indirect—many organizations still don’t truly understand their customers. A common reason is that for many organizations, customer listening efforts are limited to certain channels and not truly representative of the customer base.
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ERDM
SEPTEMBER 6, 2018
Article by Ernan Roman Featured on CMO.com During a recent conversation with Ruth Crowley, vice president of customer experience design at Lowe’s, I was struck by her statement that “to the customer, it is not an omnichannel experience. To the customer, it is not an omnichannel experience. It is their experience.”
ERDM
SEPTEMBER 6, 2018
Article by Ernan Roman Featured on CMO.com During a recent conversation with Ruth Crowley, vice president of customer experience design at Lowe’s, I was struck by her statement that “to the customer, it is not an omnichannel experience. To the customer, it is not an omnichannel experience. It is their experience.”
Solvvy
FEBRUARY 5, 2020
This singular focus on stellar customer service ensures that nearly every customer becomes a raving fan for life: 75 percent of purchases come from repeat customers. Want to deliver Zappos-level customer service? Scale your support team sustainably to match your company growth.
CSM Magazine
OCTOBER 26, 2016
The conventional approach to gaining customers, based on picking a segment of purchasers to target and developing products for that segment, is no longer enough. A broad ecosystem can reveal what else is of interest to your customers, opening up new ideas for product and service offerings and growth opportunities. © 2016 PwC.
OpinionLab
OCTOBER 24, 2017
The rise of digital continues at a staggering rate, with total digital media usage up 40% between December 2013 and December 2016, according to comScore. According to the Aberdeen Group , companies with strongest omnichannel strategies experience 9.5% So how can you ensure yours generates the results you want? for the weakest).
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