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Bettering the Customer Experience . . .
Are You The Disrupter or the Disrupted?
Thanks to advances is processing power, storage, and bandwidth, our devices are getting exponentially smarter each year. For example, a data processing task that would have taken two days to complete in 2010 now takes just 10 minutes. That's powerful! As a result, our smart phones and tablets are getting smarter fast. And because we can use our smart phones and tablets to tap into super computers in the cloud, we now have super-computing capabilities in the palm of our hand, no matter where we are in the world. While rapid changes like this usually brings major disruption to the way business has been done, let's remember one key thing: Disruptive technology is only disruptive if you didn't know about it ahead of time. . . . read more >>
Designing a Great CX in the Age of Irrational Customers
Recently we've seen a lot of interest in the emotional aspects of customer experience by some of the smartest practitioners we know--chief customer officers. There's a reason for this. Recent advances in the behavioral sciences now give us a better understanding of how people make decisions, experience pain and pleasure, and recall their experiences. Maybe you've read about some of these studies in books like Predictably Irrational by Dan Ariely, Thinking, Fast and Slow by Daniel Kahneman, or Switch by the Heath brothers. If you have, then you picked up on the fact that we now know our customers to be inherently irrational, making most of their daily decisions without any particular logic. . . . read more >>
Companies Still Struggle with CEM
Companies continue to struggle with customer experience management, according to a report released by the Customer Management Exchange Network, a division of IQPC Exchange. The research examined the primary challenges facing chief customer officers, vice presidents, and directors of customer experience from across the United States and Europe. It found that the greatest challenge is customer experience management, with 61 percent of respondents stating it as a current area of focus within their organizations. . Key challenges highlighted by the respondents include questions such as How do we develop an effective customer experience framework? and How do we listen to customers voices and prioritize this to develop and enhance customer experience management? . . . read more >>
Customer Loyalty Programs: Stats, Facts and Opinions
For this last week in April, the final week of International Customer Loyalty Month, I want to share several more interesting statistics about customer loyalty. These statistics focus mostly on Business to Consumer types of businesses, and while the numbers may not apply to Business to Business, the concepts do. Read them with the idea of how the concepts apply to your industry and company. Ed Hadley, Senior Marketing Manger of Neolane, Inc. posts in Cross Channel Conversation Blog the following statistics: The average U.S. household has enrolled in more than 18 customer loyalty programs, but is only active in 8.4. (Colloquy, “The Billion Member March: The 2011 COLLOQUY Loyalty Census”) My take: Just because someone signs up for your loyalty program, it doesn’t mean they will ever do business with you again, at least in the somewhat near future. . . . read more >>