By Gordon Evans What do Zappos, Apple, Starbucks and Mercedes all have in common? Each has mastered the art and science of customer experience management. That probably doesn’t come as a surprise. We’ve all become highly adept at recognizing and rewarding brands that exceed our expectations at every turn — and punishing brands that don’t. …
The Art And Science Of Customer Experience Management Read More »
Um estudo da Accenture realizado junto de mais de 24.000 pessoas de 33 países conclui que as empresas precisam de equilibrar os seus investimentos entre os canais digitais e os restantes para continuarem a crescer. Algumas conclusões: no mundo digital, a interação humana com o Cliente continua a ser vista como fundamental; existe uma percentagem …
Através de infografias e videos, a McKinsey identifica os principais desafios e formas de atuação. Consulte http://www.mckinsey.com/business-functions/operations/our-insights/the-ceo-guide-to-customer-experience?cid=other-eml-alt-mkq-mck-oth-1608
Versão original em https://letstalk.globalservices.bt.com/en/2016/05/infographic-getting-grips-digital-retail/?utm_content=buffer6a7ea&utm_medium=social&utm_source=twitter.com&utm_campaign=buffer
Versão original em http://www.providesupport.com/blog/why-your-companys-customer-service-culture-matters-infographic/
A consultora BGC publicou as que consideram ser os elementos para a construção duma estratégia de transformação digital duma empresa ou dum negócio:
The most successful weapon to fight customer attrition is creating a personalized customer experience that is unique to your business and the individual customer. According to Accenture, the “Switching Economy” is up 29 percent since 2010 as companies struggle to keep up with the non-stop customer. Does the loyal customer still exist? The answer is …
I was listening to Ted Talk on NPR the other morning and heard the story by a psychologist who was describing motivation – what employees need from their employer to put forth their best effort. These examples will lead up to a very important revelation on Customer Satisfaction – the Time Invested Principal (TIP). On the …
Without question, customer service is a vital component of managing a successful organization. It is directly linked to other factors that contribute to a healthy bottom line, benchmarks such as customer loyalty, brand recognition, brand promotion, customer retention, as well as the acquisition of new clients. This is why the best customer service outsourcing companies …
Versão integral em http://www.providesupport.com/blog/why-customer-loyalty-really-matters-infographic/
