The Royal Athena
Bala Cynwyd, PA:
Customer Interaction: The Complete Guide to Interactions Management
Customer interaction is the communication between business and customer. A complete guide to create rewarding customer interactions and experiences that delight.
3 Components of the Customer Experience You Should Know
Focus on these three components of customer experience to provide better B2B customer support for customer retention, profitability, and growth.
The Complete Guide to Online Customer Research
How well do you know your customer? Do you know where they spend their time online, their average annual income or revenue and their biggest problems relevant to your solution?
7 Ways To Make Sure Your Customers Stay Loyal
Customer loyalty is important, and the only way to keep customers loyal is to provide them with a great customer experience. A lot of things are changing digital marketing , and the experience economy is just one of them. This guide is going to show you how you can improve your online reputation through providing customers with an incentive to stick with you. With 95% of people saying that a good customer experience is a top priority for them, this is something you…
Why businesses can not ignore the customer experience (CX) revolution
Customer Experience (CX) is expected to overtake price and product as the key brand differentiator by next year, according to experience consultancy Walker. More than two-thirds of marketers responsible for delivery say their companies now mainly compete based on CX (Gartner). But agreement on what Customer Experience includes and what matters in shaping a winning strategy to meet customer expectations is still a matter of debate…
5 DEADLY Voice of Customer Myths Debunked
There is no questioning it; we are living in the age of the customer . Shar VanBoskirk, an Analyst at Forrester Research, stated that, “Only marketers who are customer-obsessed and adapt to consumers’ changing behaviors …will succeed.” This means that marketers need to better understand customers and shift to a customer-centric mindset. The only way to understand your customers’ intentions, needs and experiences is through a…
The Rise of the Unread: How to Avoid the Burial of Your Content
The Unread (content) has risen and is stalking the internet. Your content, yes that blog post you spent hours crafting (and even more hours getting signed off) is already buried under piles and piles of unread. It’s gone, and what’s more no one cares (if they were ever aware of it in the first place) … Content Marketing is Here to Stay It’s plain that content…
B-to-B Customer Journey Maps: New Wisdom
Business-to-business customer experience managers have some advantages: mountains of customer comments on-hand, account managers who practically live with their customer contacts, and executives who want to see substantive improvements in customer experience. Use these factors to apply new wisdom to your customer experience journey mapping . Here's a 3-step approach that bucks mainstream practice and makes more sense for B-to-B customer experience in these ways: Transcend…
Five Steps to Strategically Choose AI For Customer Service
AI and customer service; it’s a hot topic! But when I talk to customers, they say, “I get there’s something to AI and customer service, but how do I deliver business results and value with AI?” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy. Step 1: Focus AI on…
Is Customer Service Your Best Brand Asset?
It could be argued that customer satisfaction, historically, is the domain of customer service teams. But in 2016, marketers said that customer satisfaction was their number one success metric (this from the latest State of Marketing report). Similarly, the second most pressing item on marketers’
Great Customer Experience Doesn’t Happen by Accident
By Jake Sorofman | November 18, 2015 | 6 Comments SHARE There’s nothing new about the idea of customer experience. In fact, at heart, it’s an idea that’s as ancient as trade itself. Wherever business is done, a customer experience accrues. And wherever there’s competition for that business, the customer experience will be judged. But what is new to some is the modern notion that the…
8 Myths About Customer Value
1. Satisfaction is the reason why people buy. People buy because a product or a service is worthwhile to them versus competitive products or services. Satisfaction is a necessary condition but not a sufficient condition for purchase. Sometimes, we buy even when very dissatisfied. 2. High-value products have low satisfaction. This implies value is price, and that if something is high priced it has low satisfaction…
What’s the #1 Way to Improve Customer Service?
Research from Forrester has found that 80% of companies want to use customer service to differentiate, so how do you actually improve customer service?
