Providing a unique customer experience (CX) is on the priority list of all the brands and marketers. Right strategies can help you deliver a great CX. Marketing Land columnist Jim Disco has shared three steps to help you improve customer experience. Jim says, “Recent research from Forrester provides a potential answer. Last year, the analyst firm found that customer experience (CX) is a key driver of revenue growth, and the brands that do it best bring in 5.7 times more revenue than their competitors that lag in such efforts. If you work in an industry where customers are free to take their... [...]

Providing good customer experience (CX) is the key to establishing your product and brand. Almost all the global brands are setting standards to offer a satisfying customer experience. Econsultancy’s Nikki Gilliland has compiled seventeen statistics justifying the importance of CX. Talking about the benefits of CX, Gilliland says, “Walker’s study also suggests that by 2020, customer experience will overtake price and product as the key brand differentiator. A good example of this is Amazon, where the delivery and convenience often acts as a driver for the products themselves. This... [...]

Providing an effective customer experience is one of the best ways to get and retain more customers.  Effective customer service is of course a challenge too. Forrester’s Maxie Schmidt-Subramanian has share three findings that can lead marketers towards offering a great customer experience. On retaining customers, Maxie says, “Quick and simple functions are not enough to retain consumers — instead, they can weaken the quality of CX. Anjali also points to studies (Non-Forrester log in required) that found that ease does not necessarily breed product affinity like many assume. Instead,... [...]

Customer is the king and right customer service is the way to keep your customer happy. The act of effective customer service has become easier in the world of social media. Econsultancy’s Stefan Tornquist has shared three secrets to improve customer experience with customer-focus, speed and the profit motive. These findings are based on a recent Econsultancy-Google research. On the importance of internalizing customer-led model, Tornquist says, “Discussions of modern marketing usually center on knowing and serving the customer, and rightfully so. But it’s easy to forget why brands... [...]

Econsultancy is going to host the ‘Customer Experience: Trends, Data and Best Practice’ webinar on Thursday, May 25, 2017. This webinar will offer an in-depth picture of latest trends, data and best practice within customer experience based on  Econsultancy’s research Implementing a Customer Experience Strategy Best Practice Guide. This session will be hosted by Jeff Rajeck, Research Analyst, APAC at Econsultancyand co-hosted by Avis Easteal, Regional Head, Consumer at Luxasia. There will be a 15 minute Q&A session after the presentation. Econsultancy ‘Customer... [...]