Posts

To gain real value from chatbots, companies need to consider what website visitors would need/want from a chatbot and how to provide this service.

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When customers have a question or a problem, they want a personalized approach and relevant help. Above all, they want a quick solution – something customer service doesn’t always offer.

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RFM, short for Recency, Frequency, Monetary Value, helps to identify particularly attractive customers. So, how can you use RFM for your own campaigns and strategy?

It is an annual tradition to ask among my colleagues what (digital) trends they see for the coming year. For the trends 2021, I collected a diverse mix from eCommerce optimism to useful office apps.

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„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.

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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.

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One of the biggest challenges in modern sales is the evolution of customer communication. More and more digital conversations are asynchronous which makes the „right moment“ to make a sell hard to detect.

With the invention of the printing press in Europe in the 14th century (and the much earlier inventions in China), a new age of enlightenment and information was born. The digital transformation works in similar ways: It has never been easier to obtain information on your own.

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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 …

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What’s the difference between a B2B and a B2C customer? We already discussed this topic in our articles about the perfect customer communication but today I want to talk a little bit about one crucial difference: the buying center.

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