customer experience

The Deep Work of CX and Digital Transformation – Business Article

On 16 April 2019, I was invited by my dear friend Ross Quintana to join the popular, weekly Adobe series “#AdobeChat.” I have to say that it was one of the fastest hours I’d experienced in a long time. In this conversation, we, along with countless forward-thinking executives, discussed “The Deep Work of CX and Digital Transformation.” Of course, I peppered in a bit about Lifescale and how it affects employees and customers. Below, I’ve collected Adobe’s questions along with…

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5 ways retail technology will improve the eCommerce customer experience in 2019 – Business Article

Over the past decade, the rise in eCommerce has transformed the retail experience – and this trend only continues to grow. In recent years, online retail sales reached an incredible $2.3 trillion worldwide, and eCommerce sales accounted for more than 10% of all retail sales globally. However, let’s be honest: most SMBs have a love-hate relationship with eCommerce technology. On the one hand, the rise in new technologies allow retailers and e-tailers to reach a broader audience and reduce costs…

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From surveys to journeys: why it’s time for Australian SMEs to get serious about customer experience | Dynamic Business – Small Business Advice – Forums – Business Article

Heard customer experience is the new black but not sure what the fuss is about? Or perhaps you think you’re doing a reasonable job of it already, with feedback surveys for new customers and a complaints and compliments section on your web site? There’s been plenty of chatter about customer experience in Australian business circles in recent years. Scores of large organisations, including the likes of Westpac and Woolworths, have announced their commitment to it, as they unveil ambitious programs…

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10 Customer Service Examples to Steal for Your Business in 2019 – Business Article

Companies big and small know the key is consistency. Customers expect the same treatment no matter where they go. Customers expect the same treatment no matter where they go. The benchmarks for good customer service is higher than ever! But, how often do you revisit your customer service strategy? Below are 10 customer service examples of brands that went that extra mile with their excellent customer service. To rake up great customer reviews or blow up on social media, it comes…

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Customer story: Petrolheads | One.com blog – Online Business Article

“One.com is all about offering simple and user-friendly products to both entry-level and professional users. We are proud and happy to bring you some stories from customers who benefit from these solutions. Meet car repairman Nicolai Hancke who has a website and a specialized webshop via One.com.” Meet the man behind Petrolheads Nicolai Hancke owns Peltrolheads.dk, the website connected to a local auto repair located in the small Danish town Jelling. The auto repair opened its doors in the Spring…

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Physical Retail Is Not Dead Yet! – Business Article

Amazon almost killed Best Buy. Then Best Buy learned to Be a little more Like Amazon and it is doing great. You too can Be Like Amazon while not being like Amazon. Any business, retail or services, online or brick and mortar can learn from these principles. Build relationships, help people buy instead of focusing on selling them, understand your employees & customers’ motivation. Find ways to remove the friction in the experience through innovating your current processes. The post…

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How to Innovate in Customer Experience – Women in Business Article

A couple of years ago, Gartner predicted that by 2019, more than 50% of organizations will redirect their investments to customer experience (CX) innovation.  But even if you prioritize CX innovation, you might not know how to actually do it. You might try to innovate in CX by developing new digital capabilities or testing new technologies.  But, while CX innovation may indeed involve those activities, CX innovation involves a distinct, deliberate, disciplined approach with the customer at the center. In my…

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Does it Payless to pay less? – Business Article

Do you want to get paid less for any value you bring to your customer? Obviously not! Do you prefer to pay more for products than they are actually worth? Today Payless announce they are closing all their stores. I want us to step back too late November/December of last year (yes only a couple of months back) and take a look at what we can learn from the PayLess disaster to understand how we need to adapt to stay…

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The Loyalty Department | The Story of Telling – Business Article

My mum, (who is in her late seventies) wanted to negotiate the renewal of her internet and phone contract. She dialled the customer support number listed on her bill and was placed on hold for 30 minutes. When she finally got through to a human being, she was transferred to the ‘loyalty department’. She waited on hold for a further 40 minutes before being connected to someone who could help her. The duration of the call was 1 hour 37…

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Change Is A Human Act – Business Article

We mistakenly believe that changemaking and persuasion are only about getting someone’s attention by creating awareness of an issue or option, and then presenting people with rational arguments that will convince them to make choices we find desirable. But both the science and what we witness in the world around us prove otherwise. Research in the fields of psychology and behavioural sciences demonstrates that people make irrational decisions all the time. We are not driven only by reason and logic.…

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Want Instragrammable Conversions? Leverage Context by @TheGrok – Business Article

Error 403! Probably not what you want to see when you “actually” engaged with an ad , reviewed the landing page and were motivated enough to click on the call to action. What went wrong and how to prevent it? When we work with clients on the Buyer Legends process to plan their customer experience journey, we always start at the end. Let’s look at the reverse chronology of the Sudo.AI Instagram lead capture. We don’t have access to their…

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Reviewing Amazon’s customer experience for their Treasure Truck offer of the day. – Business Article

A look at the mobile experience, landing page, call to action, etc. for the #NES release offer. BTW this is what the Treasure Truck looked like when you arrived: What other brands would you like to see execute a fun truck experience like this one? The post Reviewing Amazon’s customer experience for their Treasure Truck offer of the day. appeared first on Bryan Eisenberg & Jeffrey Eisenberg. This is only a snippet of a Business Article written by Bryan Eisenberg…

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Get a Beautiful Site On a Budget – Online Business Article

You can’t skimp on having a good website. People today expect websites to be intuitive and look clean and professional. 75% of web users have said they judge a company’s credibility based on the design of their website. If your website looks sloppily thrown together or like it was made in the ‘90s, you’ll quickly lose the trust of your visitors. In an ideal world, you could hire the best, most experienced professional out there to design your website so…

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