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Blog

Sep 09, 2017

Beyond the Buzzword: Opti-Channel Engagement

Unlike an omni-channel experience, where customers choose their own preferred channel, with an opti-channel engagement strategy, you determine the optimal channel for each customer at each touch point, using a combination of journey mapping and big data. Although "opti-channel" sounds like it's just the new industry buzzword, if you keep reading, you'll discover that it's much more—it's actually the next big CX differentiator.
May 19, 2017

What Are the Stages of the Customer Lifecycle?

The six stages of the customer lifecycle—awareness, engagement, evaluation, purchase, product and support experience, and bonding—represent the journey a customer takes to move from first learning about a brand to being the one telling others about it. Read on for a deeper look at each of the stages.
Apr 04, 2017

3 Emerging Customer Journeys Automakers Need to Support

We've said it before, and we're saying it again: Consumer behavior is changing. Every industry is dealing with the ramifications of these behavioral shifts, and the auto industry is no exception. Trends such as ride-sharing and new developments in autonomous vehicle technology are challenging automakers to stay relevant.
Dec 20, 2016

Getting Started With Customer Journey Mapping: What You Need to Know

Providing a positive customer experience is critical in order to retain customers, gaining their loyalty and positive word of mouth. Companies who fail to realize this are in danger of losing customers to their competitors. Now more than ever, customer satisfaction should be Number One on your list of concerns.
Nov 09, 2016

The Digital Customer Experience: Are You a Dinosaur or a Master?

Digital touch points permeate every aspect of consumers’ lives these days, so it shouldn’t come as a surprise that expectations are very different than they were even a few years ago. Providing the right digital customer experience takes much more than just adding a virtual agent to your website or even creating a mobile app—you have to be ready to transform your business from a digital dinosaur to a digital master.
Sep 08, 2016

Expert Round-Up: The 4 Biggest Customer Experience Mistakes You Can Make

Everyone makes mistakes. We asked CX experts to weigh in on the question, "What are the biggest customer experience mistakes you see companies making?" Here's what a handful of them had to say.
Jul 06, 2016

Taking the Plunge on Personalization: 6 Steps for Success

Customers are constantly sharing information with brands. In return, they expect brands to deliver a personalized customer experience. In today's customer experiences, we are seeing a fundamental shift from segmentation to personalization. In a Forrester study on personalization, 94% of customer experience and marketing professionals reported personalization as a key element to meeting current goals.
Jun 03, 2016

How to Map the Customer Journey in 7 Steps [Video]

Executive teams everywhere are recognizing the importance of becoming a market leader in customer experience, and are turning to CX professionals to make it happen. Many CX pros use customer journey maps to deepen their understanding of customer needs, identify and break down obstacles to CX success, and infuse product design and employee behaviors with a customer focus. Watch this 3-minute video to learn how to create useful and effective customer journey maps in seven steps.
Mar 15, 2016

The Three E’s of the Customer Experience: Part 3

For today’s brands, differentiating themselves through the customer experience (CX) is no longer optional – it is a fundamental requirement for success. Companies that fail to prioritize excellent customer service are learning this the hard way, according to a recent Forrester report. The report found that companies that lag behind in CX are being outperformed by brands that excel at customer-centricity by an incredible 80 percent.
Mar 13, 2016

7 Ways to Improve the Customer Experience Through Web Self-Service

Forrester research shows that the majority of consumers prefer to use a company’s website to get answers to their questions rather than calling or sending an email. How does self-service play into your brand’s customer experience strategy?