CSM Magazine

NOVEMBER 7, 2018

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. Consumers are turning to brands which are hassle-free and easy to understand.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

Experience Matters

JANUARY 6, 2015

Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year. Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. Brand (R)evaluations. This is not a coincidence.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Eptica

SEPTEMBER 30, 2015

Author: Derek Lewis In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns. In highly competitive markets brand reputation and values are built on the experience that consumers receive and share on social media.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48