How Nespresso accounts for every moment in the customer experience lifecycle, the death of cash, and the problem with introducing new technology to your CX.
There are so many great customer experience articles to read but who has the time? We summarize them and offer clear takeaways you can implement, starting tomorrow. Enjoy this segment of CX-PRESS where we read the articles so you don’t need to!
The shift in CX towards a living brand experience, the ins and outs of real estate listings, and why the last day of a customer’s experience is as important as their first day.
Why direct messaging is crucial to the customer experience of tomorrow when a “free” cruise isn’t really free, and how a CEO reports to his employees.
How one company lets you use snail mail to create surprise and delight for your customers, the little things that can make a big impact on the experience, and what blockchain means for the future of CX.
What the research shows about putting a little friction in your customer experience, the four-step process to hook your customers, and a guide to making great introductions.
[The future of virtual reality in the customer experience, the effects of fiction coming to life on the big screen, and how the future is (or isn’t) all about VR.
How brands are using post-purchase engagement to position themselves in the lives of their customers, how one company turned a typo into viral marketing, and our listeners weigh in on the highs (and lows) of the hotel experience.
How Peloton’s customer service response flipped a bad experience into a good one, what Delta is doing to push the unexpected, and KFC’s clever response to a chicken shortage.
How even a restroom can make for an unexpected customer experience, what most businesses miss about the importance of employee interactions, and why simple is good for everyone.
How small customer experience improvements can add up to big changes, why signs tell you more than just where the bathroom is, and the do’s and don’ts of return policies.