3 Digital Customer Experience Strategies You Can Learn Something From

Digital technologies are disrupting business models and changing customers’ expectations. According to Altimeter Group, digital customer experiences are being driven partly by technology and also by the evolution of customer behavior. In 2014, your customers expect more. They want you to deliver customer experiences that are tailored to their needs. They want you to know … Read More →

David vs Goliath: How to use amazing customer experiences to remain competitive when the BIG companies start stealing your customers

Is your company losing customers to a bigger, more recognized competitor? With the likes of Amazon, IBM, Walmart and Starbucks always looking to steal market share, it is now harder than ever to remain competitive. In one area of Chicago, the opening of one Walmart resulted in 26% of the local businesses to close. And it … Read More →

Customer Experience Management: What it is and Why it Matters

Gartner defines customer experience management as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.” Beyond Philosophy, a company led by customer experience authors Colin Shaw and David Ive, believes that a customer experience is the customer’s conscious and subconscious perception … Read More →

How does your pricing strategy affect customer satisfaction?

Setting your prices right and keeping customers happy can be hard. But get it right, and you’ll be able to see improved customer satisfaction and increased revenue. According to Herrmann et al. (1992), price perceptions directly influence satisfaction judgments: “The research demonstrated the influence of perceived price fairness on satisfaction judgments empirically.” So if price … Read More →

3 Simple Strategies You Can Learn From Disney’s Customer Experience

Is Disney the king of the customer experience? Some argue that Disney is the king. The Disney Institute, the professional development branch of Disney, even produces research on how Disney delivers amazing experiences. You can find countless examples Disney’s daunting level of service. Whether delighting customers, creating personalized experiences, or simply going ‘that extra mile,’ Disney understands … Read More →

How to improve the customer experience (just like LAX Airport)

In three years, LAX airport has improved the customer experience and transformed from an airport that customers tried to avoid, to an airport customers now enjoy. Do you remember how frustrating it was flying through LAX a few years ago? Long lines, slow security checks, unhelpful customer service, and $5 luggage cart rentals! Today, you’re … Read More →

Customer Service Marketing: 4 strategies to help you create a competitive advantage

Customer service marketing is a fundamental shift in how we approach customer service and marketing. In the past, these two areas were considered different functions and were handled by different departments. Now, as a result of changes in consumer behavior and a shift towards using customer service as a competitive advantage, companies now need to … Read More →

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