ECXO

JUNE 11, 2023

With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 121

Customer Experience Customer Centricity Competitive Advantage Government 121

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Speak to your customers in a conversational and personal tone. Try to avoid being transactional.? .

Customer Experience 101

Customer Experience Self Service Advertising Customer Expectations 101

Kustomer

SEPTEMBER 1, 2022

Here are six ways companies can build and improve the customer experience without a massive reorganization. 6 Ways to Maintain a Strong Customer Service Strategy. HubSpot recently found that only a 5% increase in customer retention has the potential to increase revenue by 25-95%. Create a Longstanding Program.

Customer Service Strategies 104

Customer Service Strategies Self Service Strategy Customer Service 104

Kustomer

OCTOBER 14, 2020

Let’s explore some of the most effective ways to sustain your customer service strategy. 6 Ways to Maintain a Strong Customer Service Strategy. HubSpot recently found that only a 5% increase in customer retention has the potential to increase revenue by 25-95%. Reaching out to consumers this way is proactive customer service.

Customer Service Strategies 105

Customer Service Strategies Self Service Strategy Customer Service 105

Lumoa

OCTOBER 31, 2018

For larger organizations, the top customer experience challenge will be figuring out how to strategically invest for the present while staying nimble for the future. You don’t need to worry about being left behind in five years if you can’t keep your customers for the next five weeks.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Customer Bliss

MARCH 30, 2017

IBM was among the first larger brands to open a customer experience lab, and at the time they noted three major goals: Enhanced customer insight: The goal was to better predict individual customer behavior across multiple channels. The yin and yang of customer experience labs.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. SRO to hear 4 great brands talk how connecting with community gives competitive advantage #mrx #innovation #vcsummit pic.twitter.com/4kJDSW4uFz.

Innovation 100

Innovation Marketing Social Media Healthcare 100