CX – Fundy Coast

Your Customer Service is Trying Too Hard, and Not Where it Matters

Genesys has shared the “State of Customer Experience” report, which examines consumer preferences and how businesses are approaching customer experience (CX). First conducted in 2017, this report analyzes trends in consumer expectations, where businesses are getting it right — and where they’re getting it wrong. When

October 23, 2021

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customer experience

What Lies Ahead for Customer Experience in 2021?

The digital transformation of businesses accelerated significantly in 2020. They had to quickly adapt to remote work and further develop their usage of digital channels. A recent study by McKinsey illustrates that this circumstance could have saved five years on the adoption of digital tools. In this context, what will

December 28, 2020

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customer experience, eCommerce

Aldo’s experience chief on testing & improving the omnichannel retail service model

At Econsultancy Live, Gregoire Baret – Senior Director of Omnichannel Experience at Aldo Group – shared how the footwear retailer has approached experience design in 2020, and what testing has revealed in a year that has been “a reminder of our omnichannel essence”. Baret describes experience design as

December 4, 2020

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customer experience, eCommerce

Unified Commerce for the Channel-Agnostic Consumer

WHAT'S INSIDE This free report forms part of our Innovator Intelligence series, which focuses on emerging technologies that are disrupting traditional retail and fueling innovation across the retail value chain. The coronavirus pandemic has accelerated the already fast growth of US retail e-commerce sales. As a result, brands are

December 2, 2020

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customer experience, Marketing Strategy

CX: An Effortless Experience Isn’t Enough

In CX, we all focus on making the experience easier on our customers. (We even made it the title of our book.) But building loyalty isn’t as simple as removing friction. Don’t get me wrong. It’s definitely worthwhile to simplify your customer experience. Friction is a key

November 11, 2020

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customer experience

Dealing with customer complaints

Companies called to account Nothing is more likely to sabotage a brand’s reputation than a customer complaint that goes viral. Social media often blow the problem out of proportion, leading television programmes and newspapers to pick up the story, which is invariably one that pits plucky

August 10, 2020

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Email Marketing

Worlds Collide: The Head-on Crash of CDPs and ESPs

Any discussion of the features and functionality of ESPs vs. CDPs needs to start with the ESP platforms. ESPs have been around in one form or another for over 20 years, and it should be well-estalbished these days as to what constitutes an ESP. Ah,

August 8, 2020

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Marketing Strategy

IMPROVING CX ON A BUDGET

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a

July 28, 2020

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Digital Marketing

To build customer loyalty during COVID-19, maximize interactions between transactions

The pandemic and its accompanying recession has customers’ emotions running high. Brands should take a step back from driving a transaction-only mindset to building emotional loyalty through authentic, meaningful interactions. 30-second summary: To develop a true relationship with a consumer, brands will need to look beyond

July 27, 2020

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Marketing Strategy

How people decide what to buy lies in the ‘messy middle’ of the purchase journey

Alistair Rennie and Jonny Protheroe work on Google’s consumer insights team, which means they spend a large part of their day exploring changes in consumer behavior. Here they share their latest research on the buyer decision process. The way people make decisions is messy — and

July 16, 2020

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Welcome To Our Awesome Magazine WordPress Theme

Your Customer Service is Trying Too Hard, and Not Where it Matters

What Lies Ahead for Customer Experience in 2021?

Aldo’s experience chief on testing & improving the omnichannel retail service model

Unified Commerce for the Channel-Agnostic Consumer

CX: An Effortless Experience Isn’t Enough

Dealing with customer complaints

Worlds Collide: The Head-on Crash of CDPs and ESPs

IMPROVING CX ON A BUDGET

To build customer loyalty during COVID-19, maximize interactions between transactions

How people decide what to buy lies in the ‘messy middle’ of the purchase journey

What are Dark Patterns? How UI Influences Consent and Compliance

Does Your Brand Have an Intellectual Alibi?

Defining the Ideal Lead

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