Customer Experience Design, Return on Investment, Social Media and Voice of Customer

Achieving customer experience excellence at seven critical life cycle points

ERDM

JANUARY 22, 2019

Article by Ernan Roman Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value.

Customer Experience

Customer Experience Video Sales ROI

Achieving customer experience excellence at seven critical life cycle points

ERDM

JANUARY 22, 2019

and Scott Emmons, former Head of the Innovation Lab at Neiman Marcus Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value.

Customer Experience

Customer Experience Video Sales ROI

Customer Experience Update

Achieving customer experience excellence at seven critical life cycle points

Achieving customer experience excellence at seven critical life cycle points

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