How to Wow Your Customers with Individualized Experiences – And Why It’s Harder Than It Looks

One size rarely fits all. Obvious? Apparently not, judging by how often businesses have a customer experience (CX) strategy that forces everyone to use the same website, the same app, or the same IVR menu.   Marketers know better, and for years they’ve done better. For example,...

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Understanding Common Critical Aspects Of A Customer Experience Organization

“Yes, but don’t we need a team for that? What does that team look like?” I was talking to an executive recently about customer experience when she posed that question. The answer was not one that could be quickly provided. It depends deeply on the...

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Life Events: Serving Customers When and How It Matters Most

Babies. Jobs. Houses. Spouses. These are just a few examples of major events in people’s lives. They are the standard by which customer experience and marketing professionals must now drive experience design. Why? Life events are driven by emotion and are significant opportunities for companies...

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Bring In The Experts to Become Customer Obsessed

When the culture of an organization doesn’t put the customer first, its brand inevitably suffers. But customer experience transformation is easier said than done. A recent Forrester Research report states how Andrew Reise Consulting and 13 other firms make it easier and faster for organizations to obsess about their...

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Give Your Business a Customer Service Reality Check or Your Customers Will Do It for You

If your online customer service doesn’t meet their expectations, 75 percent will try another channel, costing you an average of $22 million annually in escalation and other costs. That’s one sobering finding from Embrace Continuous Improvement To Power Customer Service Operations, a Forrester Research report...

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