Why Subjective Marketing Decisions Can Lead To A Poor Customer Experience

Marketing is becoming a data-driven discipline and with good reason. But many companies are lagging behind this trend, putting performance and ROI at risk. It used to be that marketing was looked at as a “soft skill,” whereas the finance people were the real quantitative minds […]

Mergers Acquisitions Customer Experience

With Mergers And Acquisitions, Customer Experience Is The Key To Success

Mergers and acquisitions abound in almost every industry. Between 2000 and 2018, nearly 800,000 transactions were announced worldwide, with nearly 52,000 in 2018 alone, according to the Thomson Financial Institute for Mergers, Acquisitions and Alliances…

5 Simple Ways Rental Car Companies Could Improve The Customer Experience

You’re sitting in a Ford Focus, or maybe a Nissan Versa, or perhaps a Hyundai Accent. You’ve waited in line at the counter, initialed in seven places, declined the insurance, and received the rental contract printed on an old dot-matrix printer. From which rental car company did you rent the car?

6 Customer Service Tenets Used By Amazon To Create Effortless Experiences

Amazon is among the most talked-about companies in the world, and for good reason. The e-commerce giant has literally reinvented multiple industries. What’s remarkable is that throughout Amazon’s growth story, it has never lost sight of its customers, repeatedly developing seamless user experiences and continuing to add value to its flagship Prime program.

3 Examples Of Savvy Customers Winning By Simply Doing The Math

Whether it’s bank interest rates, credit card rewards programs, sales tax or retail discounts, consumers are bombarded with numbers and math every day. Math, like politics, always seems to divide people (pun intended). Ask someone if they like math, and it’s usually either a confident yes or a strong no. In many consumer focus groups, the line “I hate math” is commonplace…

Why An Emoji Is Worth A Thousand Words In Customer Service

As customer service has moved at a rapid pace toward digital channels in place of the telephone, consumers are using more than just words to express their compliments and complaints. More and more, they are using emojis – just as if they were texting to a friend.