The world has changed dramatically over the past decade: consumer-to-consumer engagement has gone from voice phone calls to text and instant messaging. However, business have lagged behind rather embarrassingly: business-to-business and business-to-consumer engagement are still primarily based on voice and e-mail. It’s time for businesses to adopt real-time experience (RTX) as a philosophy when engaging their…
It strikes me that, when looking at your social network, a surprising reality emerges: a very small minority of people in the network are responsible for the network’s overall success and value. This is clearly a case of “more is not necessarily better.” Below are five (four of which are actually part of your social network) segments…
Running a modern customer experience (CX) program has come a long way in sophistication and effectiveness from the days of paper surveys, manual reporting, and delayed response to customer feedback. Today’s modern CX programs are integrated into the customer’s journey, leverage all available interaction channels, respond to customer input in real-time, and drive iterative improvement…
Customer experience…it’s something we’re all very familiar with because, after all, while we might not all be customers during the day, all of us play one at home: we’re customers of utility companies, of retailers, of healthcare providers, and the list goes on and on. For that reason, we all know a great customer experience…
Three Reasons Why, In SaaS, Customers Really Are the Drivers of Revenue & Growth Yes, every new company starts with no customers and a greenfield of prospective ones. The focus, naturally, is on customer acquisition. The focus is on prospects. For software-as-a-service (SaaS) companies, like other subscription-based industries, as the company grows, the focus and…
Boy has the world changed since 1995! Every aspect of the customer experience from marketing and sales to customer service and support has been turned on its head. Customer experience has changed more in the last 20 years than in the prior 200 years combined. Not surprisingly, this has affected the part of a business…
Against the Herd 