Perceived value: how customers rate a product or service
How do consumers form their perceived value of a product or service? This is the question that Bain & Company has attempted to answer in a very noteworthy brief published … Read on
Category: CRM and CX
Supercharge your marketing with customer communities
Customer communities aren’t for every brand. Yet, facilitating communities with your customers could supercharge your marketing. This is, in essence, what Sanjay d’Humières explained to us in this interview. Sanjay … Read on
Customer service is a major source of frustration for consumers
A worldwide survey of 7,000 people highlights the poor perception of customer service by consumers. In Europe and the rest of the world. Fortunately, technological solutions are available to marketers who … Read on
First Party Data : An 18% Increase in Consumer Conversion
First party data collection has become more important than ever. With consumer concern and the inevitable demise of third party data, companies are turning to first party data. This not only … Read on
Make it Personal Study: Consumers Claim “They Are Not a Number” #Adobepartner
Make It Personal is the title of Adobe’s latest research on the subject of customer experience. In a nutshell, it concludes that it’s time to put CX stereotypes to rest … Read on
European consumers are concerned about how brands are using their data
Companies have been driving a wedge between them and their customers by misusing the personal consumer data they’ve collected. This generates a level of mistrust and has even caused many … Read on
Love thy salespeople and they will love your CRM system
A sound CRM system is a must-have in business-to-business sales. Which doesn’t mean it’s uniformly accepted by salespeople, who still tend to find it too unwieldy and useless. For good measure, … Read on
Never Mind The Bollocks Here’s The PUNK CX Customer Experience
A book on customer experience entitled Punk CX is bound to be entertaining, disruptive and provocative. Adrian Swinscoe made it also very insightful. With regard to Customer experience, frustration is … Read on
Covid-19 threatening contact centres with extinction
Contact centres might be threatened with extinction. Covid-19 changed digital experiences for businesses and customers to a point that the new normal for contact centres may be no contact centres … Read on
360-degree customer view: what it is and how it works
Customer service in continental Europe is often bad-mouthed. However, best practices in that area do exist. I interviewed Alexandre Oddos, COO at Vocalcom, a French-based worldwide vendor of customer relationships … Read on
Is France World Champion for Sales?
Is France World Champion for Sales? France, world champion of sales? Give me a break… Here is a fun content marketing exercise I thought I’d like to offer my readers … Read on
Experience Economy: Great Experiences Begin with Great Service -Joe Pine
Joe Pine is an expert in the world of marketing and customer experience. As one of the men who coined the term “experience economy”, he stresses the importance of creating … Read on
