Michelli Experience
MARCH 2, 2016
Recently Starbucks announced a change in their highly regarded loyalty program and I heard both praise and deep criticism. Sadly, I felt very old because in 2004 the mere mention of a loyalty program at Starbucks was not well-received. 2) Drive Profitability – Every customer should be treated caringly and with respect.
Experience Investigators by 360Connext
DECEMBER 8, 2014
Departments change their goals. Customers change, too, and sometimes in subtle ways. Loyalty one month can be challenged the next by outside influences. Their most recent customer service experience was not great. A new product is launched. Sally in billing gets a new job elsewhere.
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Lumoa
AUGUST 23, 2021
Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. When the world is quickly changing, companies need to be able to respond to these changes in realtime, or get left behind.
Comm100
APRIL 27, 2020
Anna types ‘Billing’ and is automatically routed to Lucas, a customer support agent who is trained at addressing billing enquiries. Because Anna was routed directly to a billing agent, her issue was resolved quickly and effectively, increasing her trust and loyalty in the company. Even if your customer changes region (i.e.
C Space
MARCH 12, 2020
The longer the crisis persists, the more likely it is that new habits will become ingrained; customers’ changing preferences aren’t likely to go back to pre-outbreak norms. This is where closeness to core customer groups plays another critical role.
Answer Dash
NOVEMBER 21, 2018
Disruptive businesses like Netflix realised this early on and created intelligent algorithms which were able to predict and recommend what customers might want to watch next. In contrast, Blockbuster ignored customers’ changing viewing habits and the wider industry disruption taking place and was forced to file for bankruptcy in 2010.
Chattermill
MAY 12, 2019
Here are the 20 must read books we ended up with: Our Favourite Books on Customer Experience. The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi. We thought we’d take a look back and put together a list of the best of the best.
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