DIGITAL CUSTOMER EXPERIENCE THAT DELIGHTS
HOW TO USE TECHNOLOGY TO TRANSFORM THE DIGITAL CUSTOMER EXPERIENCE
Digital Customer Experience (CX) is the outcome of every interaction a...
Two New Commandments of Customer Engagement
The digital revolution is transforming the relationship between consumers and companies. Nearly all business functions are feeling the effects, but conventional marketing sits squarely...
5 Indian B2B SaaS Companies to Watch
Indians love to SaaS! The B2B SaaS industry in India has grown over 30 % annually and believe it or not but this figure...
Still Delighting Customers? Try Making it Easier Instead
A rather clever and interesting experiment, led by Michael Treadway at Vanderbilt University, sheds light on what we, perhaps intuitively always knew.
Humans hate effort.
The...
Five Best Practices For Understanding Customer Journeys
Organizations can increase loyalty, retention and sales by truly comprehending the paths customers travel over time and across channels. Increase loyalty, retention and sales by...
Marketing Through the Customer Lifecycle
As B2B business models continue to shift toward subscription and as-a-service, marketers are paying much more attention to customer experience and value throughout the customer...
Customer Journey Mapping for Measurable Employee On-boarding Improvement
The Background
In 2012, a large multi-national bank saw customer traffic through brick and mortar branches drop by 40% in its largest market. On the...
Toxic Clients: How to Spot One
I grew up on the story of how Infosys politely refused General Electric's unreasonable conditions in 1995 and walked away from their business when...
Have You Discovered Customer Emotion Management Yet?
A long time ago, someone told me that people will not remember what you said, or did, but they will always remember how you...
Guide Your Buyers Through the Customer Journey with Social Media
The customer journey has changed. With as much as 90% of a buyer’s journey being self-directed, according to Forrester Research’s 2015 report, “Don’t Let...