customer experience

Marketing survey

There are a lot of reasons customer experience projects can fail, from lack of visible executive support to misaligned incentives to a culture that doesn’t celebrate and reinforce the primacy of the customer. Take our Which-50 reader survey and go into the draw for a chance to win a pair

If there’s one thing high-growth companies like Amazon, Airbnb and Uber have in common, it’s top-notch customer experience. These disruptors were built from the ground up to solve a customer problem and, by default, have lifted the standard of service customers expect on a day-to-day basis. And it’s not just

Jenny Williams, the chief marketing officer of health insurer HCF is suitably blunt about the world today’s marketers confront. “We are in a challenging environment.” Health insurance is highly regulated market she explains and as the cost of health and health insurance goes up every year and consumers look for

Amazon Alexa

Being an early adopter has its drawbacks, but it provides one an interesting lens through which to view the customer experience challenges of truly revolutionary products. Consumers’ rapid and eager embrace of Facebook, Instagram and Snapchat have lured marketers and other business leaders into expecting swift adoption curves for each

Customer Experience

Ten simple truths about customer experience (with links to relevant blog posts and subscription research reports from me and my peers on the Gartner for Marketing Leaders team): Whether or not you plan for it, your brand provides a customer experience to your customers. Customers collect experiences throughout their journeys

Businesses are embedding communication technology into their applications to return human interaction to customer service, something that was lost when the corner store made way for the cable company. That’s the view of Patrick Malatack, VP product development for cloud communications platform, Twilio. Sign up for Which-50’s Irregular Insights newsletter

Santa Claus

Santa Claus, in the lexicon of marketers, has an extraordinarily strong brand. The Santa® brand we know today evolved over a century ago thanks to Clemente Clark Moore’s poem, Thomas Nast’s illustrations, and The New York Sun’s famous editorial to Virginia, and it was later cemented in our culture thanks to Coca-Cola advertising.

Inventing the world’s greatest product isn’t enough to completely satisfy today’s customers. They also want superior lifetime service to accompany what you’re selling. According to new research from Accenture, leading companies are enveloping product innovation within a total customer experience that combines product, service, software and hardware. Sign up for

There is no doubt that brands have to adjust to an increasingly digital, mobile and automated world. But for all the focus on “digital transformation” in recent years, many brands still miss the mark, investing in technology and strategies that see slow adoption, fail to drive business outcomes and do

customer experience

As a strategy, customer experience runs the risk of devolving into the sort of absurdist platitudes that you might expect to find on a cat poster. Put the customer first. Learn to listen. Empathise. All worthy virtues, to be sure, but these are things that are easy to say and