The choice is up to you! The guide to exceeding customer expectations of service

The choice is up to you! The guide to exceeding customer expectations of service

Choices. In today’s world one thing we have in spades are choices.

We have literally hundreds of kinds of breakfast cereals, laundry detergents and even vegan burgers to choose from every time we walk into our local Publix, Wegmans or any other supermarket. We have boundless choices of telecom providers and service […]

August 18th, 2016|Tags: , , |

Enhance Your In-Store Retail Experience by Bridging Off Line and On-Line

You know that iconic image, the one of the triumphant female shopper, bouncing down the city street with her hands clutching her purchases, in brightly colored, luxurious paper shopping bags? Surely, with all those packages in hand she clearly had the shopping trip we all dream about. But today, with the proliferation of e-commerce and […]

August 4th, 2016|Tags: , , , , |

12 Things You Must Know About Marketing to Millennial Generation Consumers

The very word strikes fear in the heart of marketing managers and analysts alike. Millennials consumers, ages 21-34, one third of whom hold college degrees, making them the most educated generation in the history of this country and 85 percent of whom own smartphones which they use them at least 45 times a day are […]

July 21st, 2016|Tags: , , , |

Why it is necessary to shift from Multi-Channel to Omni-Channel retailing Experience?

Customers reach out to organizations and businesses in a variety of ways today, including text, web, mobile, social media, email, and phone. Businesses that provide customer service on all of these channels in an integrated way, rather than in silos, deliver the consistent experience consumers crave. Multi-channel retail experiences simply imply the use of multiple channels when delivering customer experience. Omni-channel experiences, especially in retail, offer seamless consistency across channels.

Multi-Channel Ecommerce – How to Create Your Own Success Story

Creating that story, the one in which your customers feel important and well taken care of is going to take a lot of work. Today, it’s not enough to have great phone support but limited email resources. Likewise, having on site-support in the form of a self-service widget is great, but if your social media channels are unable to provide the correct level of support, you’ll hear about it from your customers - and it won't be pretty.

July 7th, 2016|Tags: , , , |

“Inside-Out” or “Outside-In”: How Centricity Differs from a Customer Focused Approach

How not to confuse Customer Centric and Customer Focused Approaches

If you’re involved in customer relationship management and the culture of customer experience, then you’re probably familiar with many of the various approaches and philosophies of how a business could or should interact with its customers. The lines between many of these approaches are blurred and […]

June 30th, 2016|Tags: , , , |

4 Examples of Successful Businesses Following a Customer-Centric Model

Guess what top companies worldwide all have in common?

Whether they’re service, manufacturing, or merchandising businesses, the most important shared element between them – a customer-centric model.

As companies transition from product-oriented to customer oriented, this process entails complete organizational planning and a long-term commitment to consistency.  The payoffs, which equal profits, often include one or all […]

7 Things You Need for a Successful Customer-Centric Strategy

It's easy to talk the customer-centric talk and walk the customer-centric walk but in today’s transparency obsessed marketplace, it’s going to take a lot more than that to convince your customers that you are in it for them. Your customers today are savvy and connected - and they know the difference between genuine commitment and hopping on a bandwagon.

4 Tips for Adopting a Customer Centric Approach in Your Organization

The business-customer relationship has shifted greatly over the last 20 years. The proliferation of technology has made such an impact that it has changed and is continuously changing the way we communicate, interact, and conduct business with organizations and the brands they represent.

June 16th, 2016|Tags: |

Why Customer Journey Mapping Should be Relevant to You

The amount of data that most large organizations are able to compile on their clients is mind boggling. These large chunks of information and analytics, often including Big Data, can provide organizations with an incredible amount of useful statistics and indicators that help them to measure performance and predict trends.

June 9th, 2016|Tags: |