In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. In a recent global market study, 73% of respondents stated that even when a company's digital channels work perfectly, they still want access to a real person.
Steven Van Belleghem explores and explains the new digital relationships and offers a strategic guide to combining a business's two most important assets -- its people and its digital strengths. He shows marketing...
In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasi...
In an age of readily available feedback on sites like Yelp and Facebook, consumer conversations, or word-of-mouth recommendations, client happiness and empowered employees are the pillars of growth in a successful company. However, many organizations make decisions that contradict these findings and lessen their prospects of expansion. Because people now expect every brand to have a human "face," companies need to define a clear set of values and incorporate them in all company communication, to reflect the DNA of the organization to both employees and customers. The Conversation...
In an age of readily available feedback on sites like Yelp and Facebook, consumer conversations, or word-of-mouth recommendations, client happines...
