By Phil Klaus The employee, the forgotten asset? Forgotten is a day and age when the consumer calls the shots and consumer to consumer (C2C) interactions seemingly rule the business world (Klaus 2013a; 2013b)? Or, has the tide turned again, and managers do recognize that employee retention is crucial from both a primary (think cost of …
By Phil Klaus Over the next few weeks, I’ll be sharing insights from my research and consulting work in a series of posts, which will discuss critical aspects to delivering successful CX experience. You can read the first post, Demystifying The Black Box – How To Design, Manage, And Measure The Most Profitable Customer Experience (CX) …
By Nancy J. Sirianni It is increasingly rare for customers to complete retail or service transactions without swiping their own credit cards or engaging with point-of-sale terminals. From hotel check in kiosks to tableside tablet computers in restaurants, firms are implementing customer-facing devices in service situations in landmark numbers. It’s no wonder, as frontline technology …
By Phil Klaus CX blogs, consultants, programs, workshops, conferences, indexes, frameworks, awards, summits, metrics, NPS – CX is everywhere and widely considered the next competitive battleground. Managers, consultants, scholars, and even politicians seem to agree that the age of the customer has finally arrived and we are better going to be ready for it. The new …
By Darima Fotheringham New research by Darren Dahl, University of British Columbia, and Morgan Ward, Southern Methodist University, “Should the Devil Sell Prada? Retail Rejection Increases Aspiring Consumers’ Desire for the Brand” received a lot of attention in the press lately. The research shows that condescending attitude of sales representatives at higher end stores can …
By Dr. Florian v. Wangenheim We all enjoy using Internet services for free: communities, news websites and other web services often do not charge their users. In order to survive, free sites depend on advertising revenues. These can be increased through behavioral targeting, in which the advertiser makes use of information that he has about the …
By Bobbi Dangerfield @BobbiAtDell Michael Dell, said it best: “We’re a company with big ears” – a good thing considering there are more than 25,000 online conversations about Dell each day in English. While that number can be overwhelming, it underscores the wonderful opportunity social media offers for companies to listen, engage, and ultimately understand …
by Nancy Stephens Intangibility is one of the apparent ways in which services differ from products; unlike products, services cannot be seen or touched. It occurred to me that as a consequence, people probably don’t sit around looking at services and thinking of ways to improve them the way they can do it with products. …
