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por Mariana Pizzo - Cada día me convenzo más de lo necesario que es abordar el servicio al cliente desde un enfoque estratégico, y no sólo como un conjunto de
Customers today are more digitally connected, socially networked, and better informed than ever before. The customer journey, or the path that each customer takes with an organisation, is an organic one. It spans across channels and touchpoints. It can start anywhere, at any time, and can move in any direction – even backwards and in loops.
Each customer journey is unique. Whether buying or getting help for a product, customers will vary their process each time, based on what is convenient at that moment. They expect a consistently great experience across channels in real-time – from a marketing touch to a commerce interaction, from the contact centre to a sales meeting.
Multichannel integration and single customer view have been talked about for years, so why are they not yet a reality?
Via Brian Yanish - MarketingHits.com
Check out our customer service predictions for 2017, with HBO's hit TV show Westworld by our side to demonstrate the new trends and changes!
I am a big proponent of superconsumer strategy : find, listen to, and engage with your most passionate customers; understand their tastes, emotions, and behaviors; lean into the aspects that also resonate with a much larger group of potential superconsumers; and then tailor your decision making, coordinate, and concentrate your cross-functional investments, and innovate—both your…
Por Celestino Martínez (@CelestinoMz) - En la actualidad es raro encontrar un sector en el que no se esté librando una dura batalla por conseguir mantener o
Por Shujel - El servicio al cliente es una parte integral de nuestro trabajo y no debe ser considerado como una extensión del mismo. El activo más vital de una
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The Customer Success movement has taken the SaaS industry by storm, even requiring an updated SaaS Business Model definition. But what exactly is Customer Success? Is it an organizational mindset? Is it a corporate strategy? Is it a set of tactics designed to produce happy, successful customers that in turn creates success for you, the…
As a marketer whenever we talk about marketing, what comes to our mind is “Target Audience, Customer, Campaign, ROI.” However, customers often view us marketers as slimy or even evil – people who invisibly manipulate their insecurities, fears and weak moments in the pursuit of profits. And in the digital era, they don’t shy from…
As digital marketers, when we introduce ourselves to potential clients, we are continuously reflecting on how we describe the work we do and what sets us apart. How do we them understand what we mean by service design thinking and what that means for their organization in the experience economy and digital era are some things we have to consider.
Most organizations spend significant time designing tangible products, but services hardly receive any attention. But, in today’s marketplace, to succeed this needs to change, as generally services are less productive and cause more irritation and frustration to customers than products. So the heart of service design thinking is to improve and innovate the services customers use across different touchpoints and make a positive impact on them and the employee experience necessary for delivering it. The intent is to create a new value that previously did not exist.
To understand the scope, reach, and scale of service design thinking, would be like setting out for a fishing expedition. You are in the middle of a lake, where you have docked and ready to cast the net and catch fish. Ok so…The scale is how BIG your net is i.e. the ecosystem of service experience across different touchpoints for each product line. A big net is good because the chances of catching a big fish or many small fishes are high.
A great user experience can change the world. Read who's doing it well and why it's so important for all companies to adopt.
By guiding the design of customer interactions, the principles of behavioral science offer a simple, low-cost route to improved customer satisfaction.
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