Customer-centric companies have long understood the need to manage their customer portfolio, rather than just their portfolio of products or services. These firms know that the customer portfolio must be the fundamental factor guiding how a company is organised, what it manages, and what it measures.
Loyalty Program Strategy: 5 Best Practices to align with your Business Strategy
Customer loyalty programs are at their core tactical mechanisms for altering the behaviours of specific customers. The behaviours you most want, however, might be quite different, depending on your business model and competitive situation. If you can’t now identify your customers across channels or stores or business units, a loyalty program can help you do that.
5 Ways to Jumpstart your Digital Transformation
Countless mentions of digital transformation get us no closer to a clear understanding of what it is and its impact across an organisation. Even more frightening, it seems that “digital transformation” is transforming.
Effortless Experiences Start with One-to-One Relationships
Over the past 10 years we've seen this buzzword called “omnichannel” come into play. This has left organisations with a channel-first strategy that ironically led to less access and fragmented conversations due to poor hand-offs, technology introduced for technology’s sake and misuse of data.
6 Ways to Unlock the Hidden Value of IT in CXaaS Programs
The customer experience (CX) technology market is hot right now. The pandemic revealed just how poor most companies’ CX infrastructure is and exposed wide gaps in how companies interact with customers, especially through digital channels. As a result, many companies have re-prioritized digital initiatives and are taking a hard look at their customer-related operations. In fact, Grandview Research predicts a 250% increase in CX spending by 2027.
Customer Journey Strategy: Five Ways to use Customer Journey Maps as a Strategic CX Tool
Customer centricity is an elusive goal. Most companies want to be more customer centric, but enacting the vision is a challenge.
There are a number of things a business can do to become truly customer centric. First and foremost, it needs to decide to become a Customer Experience Brand –to see the customer experience as central to differentiation and creating competitive advantage.
What 2010 Can Teach Us About CX Excellence in 2020
The Six Building Blocks of Customer Trust
Ask company executives if customers find their business trustworthy, and most will of course say yes. But ask their customers, and often you will hear a different answer.
The Future Impact of Social Media
This was originally posted as an article in the Customer Strategist Journal.
To read the latest issue click here.
Spend on your CX to win on Black Friday
The UK and the US have always inspired each other ‘across the pond’. One of the biggest imports over the years has been Black Friday. Kicking off in stores 29th November this year, with many sales the week before and after, Black Friday deals have transformed holiday season retail in the UK.