Blogs
"One of the biggest challenges companies face when trying to improve Customer Experience is not getting the basics right. There is no point in designing an all-singing, all-dancing, mega-experience when your basic journeys are broken. Sometimes it's not about delivering the 'best' but delivering 'good' consistently," says James Dodkins , the CS Ambassador at Pegasystems, who participated in the CX 102 study .
"I would say that the organization must embrace the idea that customer experience management is a continuous improvement program, not a one-and-done silver bullet project." Jeff Sheehan, Ex Managing Director at CX JS Consulting, says in Clootrack's 102 CX Expert report .
In fact, every other brand trying to maximize empathy in its marketing or customer experience efforts should be wary of these alarming numbers:... 64% of US customers and 59% of all customers feel companies have lost touch with the human part of customer experience, according to a PwC survey .... Understanding the underlying wants and emotions of customers is known as customer empathy. Putting things in their perspective goes beyond recognizing and meeting their tactical needs and further contextualizes the situation.
The world’s energy drink consumption has steadily risen since 2014. As these quick energy boosters are seamlessly available in gas stations and nearby grocery stores, more people are buying them frequently, which reflects in market growth.
According to the Mckinsey Global Institute, data-driven businesses have a 23 times greater probability of acquiring customers, a six times higher likelihood of retaining those customers, and a 19 times higher chance of being profitable.
“The 1st element of customer experience success is the leadership decision to strive for a best-in-class customer experience. Many brands state that aspiration but fail to recognize that delivering a best-in-class customer experience is a holistic commitment that requires the right professionals... Processes, systems, and ongoing support to ensure that the entire organization collaborates to design, deliver, measure, and improve the experience it delivers.” says Greg Melia, CEO, Customer Experience Professionals Association (CXPA), as per the Clootrack CX Leadership Report.
"Many brands still think that customer experience is part of marketing. This mindset deters them from enacting the entire customer experience journey effectively. If this is the case, brands need to collaborate with key departments (e.g., IT, sales, marketing, finance, etc.) to remap the entire customer journey for their major products and services." says Larry Leung, Principal | CXO at Transformidy, as per Clootrack's customer experience report .
Correct implementation of the financial resources to create a great customer experience and scale up revenue is not an easy task.... Jamie Haenggi, Chief Customer Officer at ADT, says in Clootrack's customer experience report , "Two challenges brands often face when striving to create the best experience are - Trying to determine where to invest their time and money to fix, improve and delight in the customer journey and How...
