Importance of Customer Participation
Customer feedback is a huge part of directing and improving customer experience. Feedback provides insight into pain points, areas for improvement and can be solicited at various customer touchpoints to better understand what is going through a customer’s mind at a given time. However, customer participation, or the active involvement of customers in your brand, […]
Consumers Know Their Value
The average Millennial consumer has certain preferences when it comes to their buying habits. They want the brands they interact with to exercise a strong degree of corporate social responsibility. Also, they have less tolerance for unintuitive technology – they expect apps, interfaces and online transactions to happen with ease. Importantly, Millennial consumers in general […]
Customer Experience: A Starting Point
“I want to improve, but I don’t know where to begin.” This phrase has been uttered countless times by business decision makers. Most executives have a good understanding of how customer experience drives bottom-line revenue and growth. However, the actual process of improvement sometimes proves to be more elusive. Executives want to improve touchpoints, but […]
Emotional Drivers of Customer Experience
More and more, marketers focus on the emotions customers experience while interacting with their brand, and the decision-making implications behind those emotions. Historically, marketers assumed customers were perfectly logical individuals who would complete airtight analyses around price, quality and ease of use before a purchase. However, the emotional drivers sometimes outweigh these traditional considerations. Marketers […]
Break Down Silos to Understand Customer Experience
Most companies function in silos. It’s a difficult habit to break – the reality is that certain teams require a lot of communication within their own departments and can function with minimal communication to other departments. Once a company becomes too siloed, the departments are rearranged and forced to transition into a new structure. Then, […]
Language Fuels Customer Experience
When we think of customer experience, we think of the delivery of goods and services to the customer. We think of the painlessness of the experience, the value they get for the money and the ease of working with our businesses. We don’t always think about how the words and phrases we use to interact […]
