For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...
"You shop at discount stores for low prices, not for individual customer service," says Maqbool Dada, a professor at the Krannert School of Management. "But if you're shopping at Nordstrom Inc., you ...
How do you "delight" a customer, though? More and more, the old adage of "customer satisfaction" is going away, as satisfaction is merely meeting expectations and no longer good enough; the new ...
Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...
Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too ...
Consumer expectations of brands are higher than ever before in today’s experience economy. Customers can comment, tweet, chat, text, call, or email companies 24/7 with a question or complaint, and ...
Editor’s note: This week, Marketing Daily has brought you exclusive coverage of the Brand Keys 2014 Customer Loyalty Engagement Index (CLEI). Each day, you received a report on key product/services ...
Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too ...
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