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348 article results
of 32
May 24, 2017 by Zarina de Ruiter
One Month On: What We Learned From the United Airlines CX Nightmare
It’s been a month since a United passenger was forcefully removed from a flight resulting in a PR disaster, what can companies do to prevent a similar CX headache? Whether you work in the travel and hospitality industry or not, you can’t have missed the United Airlines customer experience (CX) story making headlines last month. They required
May 23, 2017 by Abdaraouf Zouai
The 3 Cs of Brand Messaging: Consistency, Clarity and Character
Marketing Maven blogger Abdaraouf Zouai discusses the values that will help you to clearly articulate your brand message to your customers Your branding expresses your products, your services, your true business values and your identity. It is a testament to your personality and characteristics – essentially who you are and what individuals think
Tags: marketing | brand
May 22, 2017 by Ben Fairbank
6 Key Steps to Building a Business Case for Investment
With customer experience investments at the forefront of organisational strategies, how do you turn a business plan into an investment approved by the C-suite? Ben Fairbank, Head of Customer Experience at ride hailing app Grab, shares his key steps Showing a clear plan on how to measure your ROI is paramount in determining if the business plan is
May 17, 2017 by Mike Ashton
The Importance of Unified and Collaborative Working for CX Transformation
After his article on leadership conviction, customer experience expert Mike Ashton tackles the next pillar in a successful customer experience transformation: unified working. Our research shows that delivering meaningful and sustained change to customer experience requires 3 distinct capability sets. In order of importance they are:Leadership
May 11, 2017 by
customer insight survey
We're currently researching the role of customer insight & data in today's customer experience landscape – and we'd love your input.Are you enhancing your CX strategy using big data software and systems? Do you have a data and insights oriented culture within your organisation? Let us know in the survey below!
May 5, 2017 by Zarina de Ruiter
The Biggest CX and Marketing Learnings From Millennial 20/20 Europe
The Millennial 20/20 Summit delved into the demanding and digitally-savvy generation of consumers, and how today's strategies of brands such as Revlon, PepsiCo and Aldo Group help them connect to Generation Y. The consumer market is rapidly changing, from a more passive involvement of the customer to a far more demanding world, driven by a
May 2, 2017 by Annette Franz
The Ambitious First 90 Days for a CXO
CX Expert Annette Franz asks the questions: What do the first 90 days on the job look like for a brand new Chief Customer Officer or VP of CX? When I spoke to Scott Draeger of GMC Software, one of the questions that he asked me is what I'd call the customer experience officer's (CXO's) "first 90 days". He asked me what CXOs would
April 27, 2017 by Zarina de Ruiter
3 Customer Experience Takeaways From Qualtrics Converge Europe
The biggest customer experience trends as discussed by industry leaders from the likes of Gartner and Adidas at the first European edition of Qualtrics Converge. This week saw tech company Qualtrics’ first annual summit hitting Europe. Hundreds of their customers and prospective customers within customer experience and academia attended the
April 26, 2017 by Colin Shaw
8 Top Tips to Help You Create Successful Relationships
Customer experience author, blogger and speaker Colin Shaw discusses the key steps to establishing successful relationships with customers and employees. Over the years, I realised relationships in business mean everything. Whether it’s a new employer or a new customer, the beginning of a relationship sets the standards for how the two of you
April 24, 2017 by Kirsty Traill
Are You Making the Most From Your Customers’ Feedback?
Whether you realise it or not, your business is rich with customer insight that can be used in a multitude of ways. Customers interact with your business across a variety of different touch-points, each offering a unique viewpoint of what they would like improved, and how to can deliver on their expectations. Use this data to improve the customer
April 17, 2017 by Adrian Swinscoe
Are You Truly Engaging With Your Customers?
As firms are looking at strategy and budgets for next 12-18, how to improve customer service, customer engagement and customer experience are likely to be playing a large part in many of the discussions. Now, customer service and overall customer experience is pretty easy to understand. At least, it’s pretty straight forward to gauge what is good
348 article results
of 32