Fri.Feb 22, 2019

If All Customers are Important, You have a Bad B2B Customer Experience

Heart of the Customer

“When all customers are important…none will be.” – Syndrome from The Incredibles (slightly paraphrased) Are all customers worth the same to your business? But odds are, your CX program doesn’t recognize this. Which is odd, since other departments don’t have a problem with this concept.

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E-Commerce Customer Service Best Practices That The Household Goods Industry Should Follow

Magellan Solutions

What does it take for the household goods industry to succeed in the online world? Aside from creating powerful marketing messages, they should also devise effective and efficient e-commerce customer service best practices. Here are the reasons why.

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Why Engagement Strategies & Investment Are Important for Customer Retention

ProProfs Chat

A Forrester report highlights increasing customer retention by 5% can increase profits by up to 95%. Loyal customers spend about 30% more with brands than new customers. An investment to increase retention by 5% is surely a worthy business investment.

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Embrace Specialist Tools To Drive Sustainable Innovation

Forrester's Customer Insights

Successful tools and tech support broad and fluctuating levels of participation in innovation, both inside and outside the organization. Innovation innovation management technology

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To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.