Consumers, as a whole, are undergoing a transformational shift in what they value most. Instead of accumulating owned possessions, more often than not customers are opting in to create memories through “renting” experiences. This is not a new concept, rather one that has been gaining popularity over the past five years.
It is no secret among Customer Experience (CX) professionals that most CX efforts fall flat. Forrester found that only 25% of CX professionals say their companies’ CX programs actually improve customer experience , and Avaya recently published a study indicating that 81% of organizations have seen...
In this day and age of immense competition, when customers have the power and luxury of choosing from among competing brands, it is important to create a positive and memorable customer experience. Here are four things you need to consider.
Too many brands are using multiple, often low-end social media management tools to establish their social media presence. In order to maximize all of their social media efforts, deliver on their customers’ expectations, and create a superior customer experience, brands needs to invest in a tool that can help them to achieve long-term social media success. A key aspect in enabling all of this is by having just one, unified social media inbox at their disposal.
Mobile apps are so versatile and predominant that there is a good chance your prospective consumers are already using them. You may not even need to have an app developed specifically for your business. Below are six ideas to enhance customer experience with restaurant mobile apps.
Around the globe, customers – friend and foe alike – share their experiences using indelible digital characters all across the social channel. We are experiencing a customer-driven revolution where companies are no longer defined only by what they say about themselves. Rather, customer experiences are a major force defining the strongest brands, and the Achilles heel of firms that fail to deliver on customer expectations.
Every brand touch and impression you have on a client, audience, partner or potential customer matters. The goal should be to create compelling, delightful, memorable moments consistently, not just once in awhile or only when it’s easy to do such. In this episode of the Social Zoom Factor podcast I share a recent experience I had with Divani Apollon Palace and Thalasso and Intercontinental hotel on a recent trip to Athens, Greece.
Here's a case of great customer service gone awry. It seems really ironic that organizations can take a great customer experience and convert it to an awful one just by asking you about your customer experience.