Modern service needs a platform
With numerous analogue and digital channels and the requirement to be available 24/7, modern service providers are faced with the challenge of bringing digital change and classic expectations of the customer experience together. This is impossible without technical assistance, says our expert Lorenz Haas.
5 steps of a successful apology: how to say ’sorry‘ to your customers
„Nobody is perfect“, „honest mistakes“ and the new culture of celebrating failures – it’s normal that something goes wrong, even on a customer journey. A well-executed and heartfelt apology can not only mend things but even strengthen relationships.
Customer service: information is key
A good customer experience doesn’t need to be perfect to the nth degree. But companies need to be open when it comes to mistakes. If you ignore obvious gaps in the customer journey, social media users will find a way to make them public.
Sales Performance Management: Digital Transformation Part 2
We continue our topic Digital Transformation and Sales Performance Management. in this part of our interview series, our expert Mario Pufahl, CSO at ec4u, talks about the role of employees when it comes to the digital transformation.
Our experts talk about the digital trends 2018
Which trends had an impact on marketing, sales and service circles and touched customer journey management as well as digitalization? And which trend could be a force to be reckoned with this year? Our experts across different business units, teams and fields of expertise opened up about the big trends of 2017 and what’s to …
Digitalization: bridging the gap between generations
What do you do if one half of your customers still uses the fax machine and the other prefers doing business only via their smartphone? More and more studies prove that old and young generations have different demands for a perfect customer journey – but how should companies accommodate both?
Customer loyalty: why retention is important
A while ago, a German „Marketing expert“ embarrassed himself by writing about his secret trick to gain more followers on Facebook. His solution: simply buy a few hundred thousand followers, after all, they hardly cost anything.
Telecommunications: Customer experience needs to be a priority
A new study by the consulting firm Price Waterhouse Cooper shows that CEOs in the telecommunications industry are optimistic. However, for their future plans what fields should be optimized and worked on, customer experience plays a surprisingly small role.
Customer Support: don’t forget your social media channels
Social Media is one of the most popular marketing tools of the digital customer journey. Furthermore, to run a social media channel, you don’t need a big budget. So why not use it for more than just marketing?
Amazon Dash Button restricts the Customer Experience
We often hear that the classic “brand awareness” is history and that modern companies should focus on the customer rather than the product. But is that right?