Creating Superior Customer Experience (CX) Training
This course will show you how to create an outstanding customer experience, whatever type of site you run. Customers who are more engaged and more loyal. Customers who will take action and convert.
This course will show you how to create an outstanding customer experience, whatever type of site you run. Customers who are more engaged and more loyal. Customers who will take action and convert.
It’s tempting to see people who buy from brands as consumers, and not customers.
Whilst you may argue that these describe the same person, they do not. In fact, the difference between understanding these two is essential for creating a superior user experience.
Customer experience is an oft-talked about topic in digital and marketing circles. What brands offer the best, what the benefits are… we’re always going on about CX.
But can you define what customer experience actually is?
When you think about the reasons you might buy an Apple product, the specific features of a smartphone or iPad might not necessarily come to mind. Similarly, you probably don’t think about all the products you’ve bought when discussing the benefits of using Amazon.
Instead, you might be more likely to think about the brand as a whole, the over-arching customer service it offers, or even the role it plays in your life.
When it comes to the opportunity for customer engagement, the travel industry already has a head-start – because who doesn’t get excited at the prospect of going on holiday?
But while travel consumers might naturally be more inclined to engage, this also means there is greater opportunity for brands to get it wrong. Delays and disruptions might mar a travel experience, but how a brand deals with it can make or break a customer relationship.
1. Executive Summary In this report we interview a number of global marketing leaders in order to understand how they have implemented customer experience (CX) strategies, the challenges they have faced along the way and the lessons they have learned. We have also surveyed our extensive subscriber base of marketers, agency heads and technology experts […]
Some companies have customer experience managers or departments, and others do not. Why is that?
Who should own customer experience and what does that entail?
1. Executive Summary The Customer Experience Maturity in India report, produced by Econsultancy in association with Epsilon, is based on a survey of 319 marketing, digital and ecommerce professionals based in India. The report explores the extent to which organisations in the region focus on the customer, how well they understand the customer journey, how […]
According to a recent report by KPMG Nunwood, levels of customer service in the UK are on the up.
Interestingly, many travel and hotel companies are said to have improved in this area in recent years, with brands such as Emirates, Virgin and Expedia all ranking in the top 50.
Last week I hosted an Econsultancy roundtable discussion on social customer service.
There was initially some debate in the office over whether this topic would attract enough interest from our subscribers – wouldn’t it be better to focus specifically on something new and shiny like AI or chatbots?
Customer experience (CX) is a hot topic, and according to a recently published study by Forrester Research, there’s good reason for that.
In analysing five pairs of publicly traded companies in which one of the companies in each pair had a significantly higher score than the other according to Forrester’s Customer Experience Index, Forrester found that CX leaders exhibited significantly higher revenue growth between 2010 and 2015.
A high street store well-known for fast fashion, Zara is also rather famous for its slow-moving queues.
Personally, about three-quarters of my time in Zara is usually spent in the queue.
And I’m not sure whether it’s down to a lack of tills or incredibly laid-back staff, but it certainly makes for a frustrating experience.