Tag: customer experience management
Courtesy of Test-n-Tell
Do you know what the secret to enduring business success is?
Nope, it isn’t in building awesome products. Nor does it come from building an awesome company. Or an awesome brand for that matter.
In the age of social media and mobile digital devices, the greatest opportunity for marketers lies in how they can delight customers both online and offline.
Also known as customer experience management, it seeks to provide a holistic brand experience across all customer channels, going beyond traditional measures of customer satisfaction.
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What is the simplest definition of marketing?
According to the Business Dictionary, it is the management process by which goods and services move from concept to the customer, while involving the 4 Ps: product, price, place, and promotion. For services, this may be expanded to include other Ps like people, process, and physical evidence.
Marketing is broken. At least in the traditional sense.
Focused on customer acquisition, promotions and sales volumes, traditional marketing views customers as “targets” to be arrowed.
Bigger, bolder and flashier campaigns are launched to attract their rapidly diminishing attention while carrots like discounts, freebies and lucky draws are dangled to coax them to open their wallets.
In the age of the social “avalanche”, we’re bombarded with a non-stop stream of information.
From millions of websites, thousands of apps, to hundreds of channels, endless varieties of choices awaiting us. Smartphones are now laden with so many mind boggling features that you wonder who on Earth is capable of using them.
Courtesy of Rewire Me
I was totally floored by a blog post by Jackie Huba of Church of the Customer.
In her post, Huba recounted how Nordstrom – a beacon of premium customer service in the US – upped the ante by replacing her worn-out loyalty card with a new one sent to her home without any prompting. All it took was for Huba to remark that her card was old and presto! A new card was delivered.
Do you enjoy the self check out queues at supermarkets? (courtesy of MUO)
What is fabulous service? How do you define a “delightful experience”?
To many, an exceptional encounter is a heroic one, epitomised by a smiling human being who jumps through flaming hoops to provide memorable encounters.
Logos. Taglines. Company names. Mastheads. Mascots. Jingles. More logos.
Every single day, we’re exposed to hundreds of different brands. These cover the entire spectrum of the consumption experience – from F&B to fashion, tuition services to toiletries.