Blog

Week after week, it seems we’re bombarded with poor customer experience examples when it comes to airline companies. From dragging passengers off planes to charging to change the flight of a family whose 3 year old son’s appendix burst, the horror stories are endless. But do these stories make any difference? With flights cheaper thanRead more

Customer experience and brand advocacy go hand in hand. Get the customer experience right, and your brand advocates will grow, both internally and externally. Yet as the ways brands interact with customers adapts and changes, and technology plays as big a part as the human interaction, how is customer experience evolving? Is it, or areRead more

Customer Experience is one of the most recurring themes on this site. We have Customer Experience blogs touching on things like sales and marketing to best practices and examples of some successful CX campaigns. On my last blog “Research Rules – How to Create an Excellent Customer Experience Strategy In 5 Steps!” I couldn’t help butRead more

So, you’ve been hearing all this buzz about Customer Experience Strategy and decide your company can’t afford to keep away any longer? Keep visiting your competitor’s website and are greeted by one of these? Although installing a chatbot onto your site is not enough to ensure a better customer experience for your visitors, if youRead more

In a digital world where everyone has a great website, a newsletter, a live chat, a Facebook page, an app, and a blog – it’s hard to stand out. Enter Customer Experience (CX). CX is basically the sum total of how customers view and interact with your brand. And it’s going to be the bestRead more

There’s no question that the Internet, social media, and digital technologies have changed the business landscape and the manner in which it operates. From the way business communicates with – and advertises to – consumers to how it conducts market research, and from the manner in which it hires new employees to how those employeesRead more

Blogs, Facebook, Twitter, Instagram, Tumblr, Quora, LinkedIn….businesses are pushing harder and harder at engaging customers across multiple digital channels and social networks, each experiencing varied levels of success. It’s that success that I wish to discuss today. When asked what is social media success, most will give you the typical soft metrics including follower count,Read more

A new report by the Interactive Advertising Bureau (IAB) highlights the importance of Display Rising Stars ads – a collection of six units that include the Billboard, Filmstrip, and Pushdown – “in giving more personality to the brand.” When I first scanned the report, I expected to see statistics about the increase in traffic drivenRead more

How closely are you paying attention to your customers on social media? Here’s a great case study on customer experience from arguably the king of customer experience design and execution: Virgin. The customer, Adam (@AdamPlaysYT), was riding Virgin Train in the UK when nature called. He took advantage of the facilities the train made available;Read more

There’s no doubt that that Internet has changed the business of retailing. Thanks to consumers’ proclivity for pre-purchase research and the availability of online commerce, retail growth is no longer dependent on brick and mortar expansion. In fact, expanding physical stores can negatively affect a retailer’s bottom line because online sales are eradicating revenues previouslyRead more