What is a customer council and why do you need one? A traditional customer council has been a strategic advisory board, comprised of the top customers of an organization, gathered to advise the companies’ management on industry insights and set priorities and strategic initiatives for the organization.
Learn about the phases for optimizing your digital marketing and overall digital experience
Recently, I was at a restaurant for the first time in over three months. As I entered the establishment I surveyed the surroundings, watching other patrons to make sure I could maintain appropriate physical distance. The person I was meeting with indicated that this was his second time at a restaurant in the same time […]
Topic: Customer Experience, moment of truth, MOT, SafeX
The short answer is it depends. Tech Stack originated in the software development community but has since evolved, and a quick google search yields the following definition: “A tech stack is defined as the set of technologies an organization uses to build a web or mobile application. It is a combination of programming languages, frameworks, […]
Now more than ever, all businesses need to “go” digital and transform their organization’s overall experience and processes into digital processes, no matter if they are retail, manufacturing, professional services, or B2C service.
New patterns are emerging, previous trends are amplified and behaviours that couldn’t be changed prior have changed overnight, this post discusses the obvious and non-obvious trends.
Topic: Customer Experience
The blog post below is an excerpt from Thriving in the Customer Age. It is one of the many highlighted best practices that outlined in the book. Bad reviews are going to happen. We do not live in a world in which everything is five-star or 10 out of 10. The question most businesses obsessively worry […]
Today we see an ever-increasing march towards technology utilization to engage with customers. Using technology, an organization can create efficiencies in the workplace designed specifically for their custom customer journey. This means many portions of the customer journey are now being augmented by technology. Broadly, this is starting with AI helping write ad copy for ads, bots answering chats, workflow automations for […]
As sure as the sun rises you will have a day when your organization did not provide an excellent customer experience. Customer experiences are delivered by people executing on processes supported by technology. Those three factors all fail at some point. People make mistakes, processes can not cover every scenario and technology…well as seamless as it continues to strive to […]
Today as I look at the overall retail and service landscape, I see organizations failing to meetcustomer expectations. The list of storied brands shutting down locations is enormous. In 2017 alone, over 5,000 stores of major retailers were closed: Sears and Kmart closed 358 stores, JC Penney 138 stores, Macy’s 68 stores, Payless Shoes emerged […]