Digital Customer Experience Management – The Latest Sales Enablement Function

If anything is trending more than customer experience today, it's all things digital. It's no surprise, then, that digitial customer experience management generates plenty of attention. From CX to DXM, you can be forgiven for missing out on one or two acronyms -- but you can't miss the benefits of…

Creating a Nomadic Workplace

What does a nomadic workspace look like? A nomadic workspace is an office/work environment that provides employees with multiple places to accomplish their work besides their desk. It gives everyone the option to spend some parts of the day working at their desk, then move to a common sitting area,…

The Advantages of Disaster: Self-Reliance and Preparation

The first images that come to mind when people hear the word “disaster” are often pictures of Mother Nature wreaking havoc. But disaster can arrive in different ways. Chemical spills, fires, hackers, tech failures, and network infiltrations can all cause major disruptions in business, too. Now we also have viral…

Why Customer Retention is a Crucial Part of Company Strategy

What is Customer Retention?  Losing clients is costly. It far outweighs the expense of earning new ones by up to twenty-five times. Therefore, it pays handsomely to hold on to customers that are faithful over a long time. The opposite of customer retention is customer churn, where businesses keep losing…

How Dramatic Events Change Habits

There may be a silver lining in the COVID-19 situation. These challenging times are having an indelible impression on us. Some of it for the better. In fact, science tells us that moments of strong emotional response help trigger change. Perhaps this pandemic represents an opportunity for improvement.   Some…

How To Use Data To Improve Customer Experience

What is data and why is it so important? Businesses with the foresight to differentiate their products and services in the digital era are relying on what's undoubtedly the most valuable asset in both commerce and scientific endeavors. We talk of none other than Data. Think of it this way:…

Improving B2B Customer Experience with Customer Journey Mapping

What is the Customer Experience in B2B markets and companies? B2B challenges frequently make the B2C obstacles look like a cakewalk. They are, indeed, unique in light of the demands coming at the HR, marketing, sales, customer support, and production departments from all sides. Therefore, the latest B2B customer experience…

How to Improve Customer Experience in Banking

The customer journey in the banking market The minute individuals begin thinking about the institution they want to look after their financial transactions and safeguard their assets; the customer journey has started. The customer experience (CX) at every touchpoint along the way will guide him or her or the company…

VoC and ROI: How can Voice of the Customer impact revenue?

Henry Ford famously (or infamously) said car buyers could have any color they wanted as long as it was black. This short statement implied that the distributors of products and services held all the power and the final say. Conversely,  the consumer, the receiver of products and services, were powerless…

Customer Experience Best Practices to Avoid

Customer experience drives revenues. If you’re skeptical, look at McKinsey & Company’s recent article that digs deep into what CX (customer experience) means and what to avoid. One of the most impactful articles to date is Forbes’ "Customer Experience Best Practices When Mistakes Happen." The most salient point is, "It’s…

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