(This post originally appeared in Oracle’s SmarterCX.) For nearly three decades companies have held a common belief that “recovering” after delivering a poor experience earns stronger customer loyalty than if a company delivered an excellent experience in the first place.
Despite notions to the contrary, we are not in the customer experience business to make customers happy. We are in the customer experience business to help our companies achieve tangible business results. According to one definition I read recently, the
(Guest post written by Mark Johnson, a marketing consultant with a degree in business and a passion for helping companies achieve their ambitions.) It’s easy to forget with everyone talking about targets, niche markets and ‘wow’ factor, the one thing essential
The folks at Enghouseinteractive asked me via Twitter how important an omni-channel experience is to my customers. Despite a very short answer (it depends) and Twitter’s new 10,000 character service, here’s a more complete response. An omni-channel experience is more