By John Cheney, CEO and Co-Founder of Workbooks Organizations, and particularly marketing professionals, are getting to grips with using data to personalize communications and get to know their customers’ needs better. It just makes sense. If you can use [...]
Customer experience is the impression left with your customer or prospect after an interaction, driving how they think about your brand, across multiple touchpoints, and at every stage of the customer journey. People and products are the main elements [...]
Can you still recall the “old days” when customers needed to drive to a physical store just to purchase an item or use a service? Isn’t it astonishing to imagine a world where you could not instantly receive everything [...]
How mid-sized tech firms can leapfrog bigger players Back in 1999, Christopher Locke, Rick Levine, Doc Searls, and David Weinberger published a series of 95 proclamations on an unknown website which eventually became known as The Cluetrain Manifesto. Initially, [...]
Customer experience has never been so vital for a business as it is in this day and age. In a cutthroat market with minimal differences between competitors’ features and even pricing, customer service is wielded as the ultimate weapon [...]
Improving the customer experience is high on the priority list of many organisations. They spend a great deal of time and money searching for new ways to deliver a better experience than their rivals. But only 15% of companies [...]
As markets mature and competition intensifies, products and services converge, and companies become increasingly hard to differentiate. But if you want to generate growth – and who doesn’t? – you must find ways to stand out. And one of [...]
The B2B Customer Experience 2017 study from business advisory firm Accenture delivered some striking findings for B2B marketers. The 1,350 sales and customer service executives from B2B organisations around the world who responded painted a clear picture of a [...]
Some other departments might disagree, but your customer service function is the beating heart of your business. As the people who interact most often with customers, your service team is better placed than anyone to gather the insights your [...]
Is there anything more exasperating than searching for information you’re sure is out there somewhere but you’re not quite sure where? For employees and customers alike, these data hunts are always frustrating and can add up to a colossal [...]
