Ian Williams

JANUARY 11, 2020

The first topic in CX Club is CX Principles and in this video we look at the final four of eleven principles: H. The customer has an experience and the company may only be responsible for part of it – When someone books a holiday, they have an overall goal in mind – Getting away and relaxing/ having fun, etc. They book a flight, a hire car, insurance, ground transport, entertainment – the airline is only responsible for part of the experience, but should be considering the cust

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Airlines Transportation Entertainment Insurance 52

Optimove

JANUARY 11, 2020

The post The Guide to Re-engaging Churned Customers appeared first on Optimove.

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Engagement Customers 40

Ian Williams

JANUARY 11, 2020

The first topic in CX Club is CX Principles and in this video we look at the first three of eleven principles: A. CX isn’t something you do… – CX, unlike the other disciplines of the business, is not a function. It’s purely about what the customer ‘gets’ and is an outside-in view rather than inside-out. It’s about understanding the experience of the customer in terms of their interaction with the product, service and channel (sales, marketing & distr

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Customer Journey Consulting Interaction Customer Service 52

Forrester's Customer Insights

JANUARY 11, 2020

Today I present the third of five key consumers lessons to take away from the 2010s. You can find the previous two here and here. Ten years ago, a wave of demonstrations and protests in the Middle East reshaped our understanding of social media’s influence; the Arab Spring turned up the volume on debate about […].

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Consumers Presentation Social Media Customer Insights 39

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Optimove

JANUARY 11, 2020

The post A Better Way to Define your VIPs – A Step-by-Step Guide appeared first on Optimove.

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