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.
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 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.
How you can turn mistakes into customer experience opportunities, IKEA’s risky marketing move that pays off, and what we can learn from a great meal delivery service.
Why technology is never as easy as it should be, how a commuter train line is anticipating your needs with a simple piece of paper, and one man’s journey across all 50 states.
How getting The First 100 Days® right can create lifelong customers, a unique day on the ocean you’ll never forget, and the difference between a good salesperson and a great salesperson.
Why customer service and marketing must collaborate, the dos (and don’ts) of conferences, and why a phone call is more important than you think.