Conversational interfaces, like chatbots and voice assistants, have received plenty of hype within the marketing world for their potential to make interacting with a brand or device more personal, quick and convenient. After all, conversation is the primary way that humans interact with one another – why shouldn’t it also be the way that we […]
In 2018, brands have high standards to live up to when it comes to customer experience. The most disruptive companies of the digital age, from Amazon and Uber to Netflix and Spotify, have succeeded in large part by delivering an unparalleled customer experience. They don’t just offer a service; they make that service more straightforward,
Marketing’s CX efforts are being thwarted by technology [stats] Read More »
Startup marketing presents some challenges different from those of enterprise marketing (although they do have commonalities). But whether you’re a brand new business or a centuries-old conglomerate, one aspect of your business is of paramount importance: customer experience (CX). David Cooperstein’s consultancy, Figurr, specializes in helping new businesses to find their story and create a
Startup Marketing and the Power of CX: Figurr Founder Cooperstein Read More »
It’s no secret that the art of delivering exceptional service to customers—whether they’re consumers or business buyers—is undergoing dramatic change. Customers routinely expect highly personalized experiences across all touchpoints, from marketing and sales to service and support. I call each of these engagements a moment of truth—because leaving customers feeling satisfied and valued at each touchpoint
Emerging Tech Helps Progressive Companies Deliver Exceptional CX Read More »
Sign up to gain access to thousands of marketing resources! Don’t worry … It’s FREE! Fully 97% of Americans use a texting app on their smartphones at least once a day (Pew Internet). Messaging is quickly becoming the communication channel of choice for consumers, so brands and marketers could use a refresher course in the
Chart of the day: the more senior someone is in a business, the more they believe that they offer a good customer experience (CX). The Customer Experience industry report 2018 by uisertesting.com has found that executive level professionals and those who work in CX management think they have a good CX, whilst UXers, product manager,
Do businesses think they have good customer experience (CX)? Read More »
Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be happier, more satisfied people. Those who continue to focus on their own education also understand
Why Learning CX Will Make You Happy and Successful Read More »
When setting up customer experience (CX) programs our clients often ask, “How big of a sample do we need to get representative data”? Like all good researchers our answer is usually, “It depends”. While technically true, that answer is not always helpful. Below I will argue that for most CX programs you probably don’t want
Using social media to deliver great customer service is no longer an option — it’s a must. Twitter reports that customer service interactions on social have jumped 250 percent in the past two years. Two-thirds of consumers are already using Twitter or Facebook for customer service. By 2020, Gartner predicts that 90 percent of brands
As global director of CX strategy and enterprise experiences at General Motors, David Mingle has spent the past four years laser-focused on transforming the customer experience. “There is a lot of friction in today’s car buying process that we need to address,” said Mingle, who has held various management positions at Nissan North America, Chrome
GM’s Global Director Of CX Answers 4 Questions For Digital Innovators Read More »
