Posts tagged with Customer Experience

Three promising signs that companies are finally starting to appreciate CX

For years it has felt like we're stuck at the beginning of the journey toward improving customer experience (CX).

We know what we want to achieve (great CX), we have plenty of ideas about how to do it, yet very few of our organisations have truly aligned their objectives with the customers'.

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brompton prototype

How Brompton Bicycles is overcoming purchase friction using content and social

Brompton Bicycles makes for a terrific brand case study because, until recently, the company has done almost zero brand management.

The heritage of the firm is very much about British manufacturing expertise, with the marketing and selling of the bikes left to partner retailers.

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How Disney World has mastered customer experience

If there’s one brand that knows a thing or two about keeping its customers happy, it’s Disney. 

This is reflected in the increasing demand for the Disney experience. In 2016, its Parks & Resorts accounted for 31% of the company’s total revenues (with its media networks generating 43%). It also saw more than 13m people visit the newly opened Shanghai Disney Resort, as well as greater attendance levels in parks in the US.

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Five innovators of the in-store customer experience

If you’ve ever walked into Zara on a hot, sticky day during the summer sales you’ll know exactly what hell on earth feels like. The combination of poor layout, limited changing rooms, and a distinct lack of staff can often make the in-store experience far from enjoyable.

Not to single Zara out too much, of course. The fact that I regularly put myself through it shows that the retailer must be doing something right – not to mention the fact that the same experience can be found in plenty of other high street stores. 

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17 stats that show why CX is so important

Customer experience (CX) has been a hot topic for a number of years now, with global brands like Airbnb and Apple setting the standard (and expectations) for what customer experience should look like.

As a result, CX - or ‘how customers perceive their interactions with your company’, as Forrester defines it – has become a primary focus for businesses. 

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uGrow

The tech & CX challenge: Playing safe doesn't cut it any more

Over the last 10 years, businesses have changed dramatically. Gone are the days when companies decided who they communicated to, when they communicated and where they communicated.

Customers now want to do things in whatever way is easiest for them, and with this type of expectation growing, businesses are no longer calling the shots when it comes to customer wants and needs.

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How Jo Loves creates a memorable retail experience

It’s not easy to make a comeback. Jo Malone - who sold her business to Estée Lauder in 1999 and stepped down as creative director in 2006 - knows this more than anyone.

However, with Jo Loves, a passion project that brought Jo back to the world of luxury fragrance after a five-year hiatus, the entrepreneur has once again found success.

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Three secrets to leading in customer experience: Customer-focus, speed and the profit motive

Over a series of posts, we’ve looked at the evolution occurring in marketing measurement and how it can better reflect and contribute to the larger business.

In this final piece, we take a look at the broad topic of customer experience and how measurement is a factor in leaders’ success.

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The top four technologies for improving customer experience in India

Managing the customer experience in our multi-device, multichannel world provides a significant challenge to marketers.

Consumers engage with companies according to their preferences, not necessarily in ways that are best for the brand.

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How Target, Birchbox and Sainsbury's ensure customer experience is king

It's easy to say you're customer centric, but you have to show it.

'Customer experience is king' was the key message I took away from Retail Week Live 2017. Here are some of the highlights from the brands that presented.

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silos

Customer experience: 40% of companies say each department has its own agenda

Company silos. That least poetic of business metaphors is not going away anytime soon.

For all the articles about cross-functional teams and iterative ways of working, 40% of marketers admit that they are not adequately supported by other members of the organisation and that different departments have their own agenda.

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office

Does customer experience need its own department?

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?

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