The more digitalized our lives become, the more we risk losing the ability to maintain genuine human connections. The proliferation of robotic and remote online interactions makes the capacity to form human relationships an essential business skill. This book summary explains how businesses can forge an impregnable competitive advantage by putting relationships at the center …
Customer Experience
Courageous Cultures (2020) is a practical guide to improving productivity and morale in your organization. It offers case studies, tips, and advice for managers looking to create their own “courageous culture”: an environment where everyone feels comfortable speaking up. Who is it for? Corporate executives Managers who want to improve morale and productivity Anyone interested …
Personalize the customer experience by using customer data to tailor interactions and provide relevant recommendations Do you even know who your customers are? To personalize the customer experience, it’s important to first have a clear understanding of who your customers are. There are several ways you can gather data about your customers to help you …
Remember when you would ask mom if you could buy food, and she would respond with “We have food at home”? Wonder how many households are hearing that these days… What’s going on: Consumers are searching for affordable dining and groceries in nearly every state, according to Yelp’s Q3 report. And yes, inflation pops up …
Underrated growth tactic: customer education. OK, maybe it’s not underrated. It’s just hard. Most marketers lack the patience. It’s the same with most marketing tactics that don’t lead to an immediate bell curve in the revenue graph. But here are some examples of brands that have used education to create better customer relationships, brand positioning, …
Your customers are a treasure trove of information. It’s why many brands often conduct interviews with existing customers to gather valuable insights and identify ways they can improve. But, as Samantha Leal points out in her useful Twitter thread, to get insightful answers, you have to ask insightful questions. I’ve run more than 200 customer …
The Blueprint to Goal-Driven Engagement focuses on intelligence. Payers know that ROI is tied to their members’ consumer experience (CX) with their plan. This can make it tempting for payers to rush to find digital CX tools and make sure their members have 24/7 access to portals and apps. But, the foundation of successful CX …
Retailers have long been familiar with the challenges of retaining employees: employment turnover is hovering at 69% and shows no signs of slacking. But in the last two years, they’ve been struggling to find workers too—and despite continuous recruitment, retailers still can’t hire all the employees they need. Being understaffed creates high, unnecessary costs. But …
In a fiercely competitive world, creating genuine brand loyalty has never been more important. Key to earning that loyalty is giving customers a great experience at each and every stage of their journey with you. Learn about the growing demand for delivering contextually relevant customer support experiences. And, how ‘intelligent content’ and management of support …
Know how sometimes it’s easier to give advice than it is to take it? Well, today’s topic is all about Names. In an ideal world, I’d use your own first name throughout this post to illustrate a point. After doing the research for today’s topic, I’ll be changing that pronto. But I don’t have a …
