Today is #CXDay, which is the perfect time to reflect on your customer promise and CX strategy.
Leading CX players leverage behavioral psychology to orchestrate the ultimate customer journey. How a company sequences what are called the high touchpoints (pleasurable experiences) in conjunction with the low touchpoints (unpleasant or painful experiences) can materially change a customer’s collective experience. To ensure an
It’s interesting to watch more and more online/e-commerce businesses branch out into the physical world. Did it all start with E-Trade opening branches? Maybe it was Warby Parker or Bonobos? Even Google opened a branded store in London to sell its physical devices – smartphones, Chromebooks. Might we see Google open up a dealership in the next decade to sell driverless cars?
There’s no denying the power of today’s digital channels to reach customers. Digital channels arm people with an almost endless amount of information to help make decisions. But, is digital WOM disruptive? Not quite yet.
I received an email this week from our vet re: our furkid’s one-year check-up and a request to take a survey. My brain quickly transitioned into CX-mode when I noticed the online survey embodied CX and Net Promoter® best practices: