Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don’t develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process. And of course, don’t
Disruption is a word that can inspire fear. After all, disruption is what led to the fall of many companies who considered themselves “too big to fail.” Disruption is what led to the doors closing at chain bookstores across the nation and left the taxi industry wondering what
In graduate school, I learned that Cash Cows are sacred. If a dairy farmer has a cow that gives milk each day, it has a valuable asset because every day they can count on more milk. In 1966, Boston Consulting Group borrowed the term from farming to introduce part of its new portfolio matrix.
This guest post is from Lisa Kenny of Maru/Syngro, exclusively for StoryMiners. If we understand our customers, how do we then improve customer experience? More often than not, an organization will analyze customer feedback, pick the most common denominator and seek to fix the problem quickly.
This post is part of a series sponsored by IBM about Five Ways Marketers Can Win the Holidays Artificial intelligence (AI) is impacting the way consumers are shopping for the holidays. It is also driving how companies are operating in order to deepen customer relationships. According to Lauren
This guest post is from CompanyFolders, exclusively for StoryMiners. When people think of branding, they tend to think of it in terms of attracting customers—showing off your company’s best qualities to acquire new sales. But branding doesn’t stop after a sale is made.
For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. “The journey is just as important as the product!”
Netflix recently made news with their amazingly funny and warm cease and desist letter to fans of the show Stranger Things. While the intent of the letter was still clear, and technically a request from the legal team, the tone of the letter is what got people talking. It’s the most
Change This new blog post series will help you deal with changes imposed by the new digital landscape. The kind that turns your world upside down when new tools, new technologies, and new methods force you to change the way that you work. Like you, I have been there. Technology Out of necessity
The Problem Nobody likes over-the-top communications or to feel ‘pushed’ through a seller’s experience. People prefer being in control, so they prefer buyers’ experiences. However, many organizations still treat their future clients in a one-size-fits-all,
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Jan 2018