Category Archives: Customer Experience

Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience

Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience by Laurie Sullivan  @lauriesullivan, October 18, 2019 Hunter Douglas, a manufacturer and marketer of custom window treatments, found a new way to analyze customer communications to make better products and improve customer service by using “unsolicited feedback” from consumers. By analyzing customer service calls, call center … Continue reading Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience

Marketer Uses Speech Analytics Feedback To Improve Customer Experience

Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience by Laurie Sullivan  @lauriesullivan, October 18, 2019 Hunter Douglas, a manufacturer and marketer of custom window treatments, found a new way to analyze customer communications to make better products and improve customer service by using “unsolicited feedback” from consumers. By analyzing customer service calls, call center … Continue reading Marketer Uses Speech Analytics Feedback To Improve Customer Experience

Improve customer experience with scenario analysis

Developing and analyzing potential scenarios is the fundamental ingredient for scenario analysis – whether to anticipate, plan and improve customer experience or some other aspect of the organization. Laura Patterson on August 26, 2019 Imagine this situation. Your company has asked you to investigate and recommend a new marketing technology. For the sake of conversation, … Continue reading Improve customer experience with scenario analysis

It Takes More Than Data To Improve The Customer Experience

It Takes More Than Data To Improve The Customer Experience by Laurie Sullivan  @lauriesullivan, August 21, 2019 A survey by Merkle reveals that when marketers have extra money to invest in marketing, 32% would put it into data, analytics and technology. Some 16% would invest it in digital, 10% in paid media, 10% in search, … Continue reading It Takes More Than Data To Improve The Customer Experience

Why Customer Experience Management is Critical in Business [Infographic]

Stacey Rudolph — August 10, 2019 — August 10, 2019 Customer experience and success are proving to be very critical in today’s business world. As a matter of fact, nearly all customer experience and success leaders believe that customer experience management has an impact on business. According to Invespcro, customer experience will overtake product and … Continue reading Why Customer Experience Management is Critical in Business [Infographic]

When Your Buying Stages Don’t Match Your Customer’s Needs: Lessons in Customer Experience – Part 3

Lorena Harris — July 12, 2019 — July 12, 2019 As we discussed in part 2 of this series, even the largest and oldest companies are facing a new B2B selling environment where “old school” marketing and sales just doesn’t work like it did. Companies that talk to their prospects instead of listening and working … Continue reading When Your Buying Stages Don’t Match Your Customer’s Needs: Lessons in Customer Experience – Part 3

When Your Brand Finally Realizes It’s Not All About You | Lessons in Customer Experience part 2

When Your Brand Finally Realizes It’s Not All About You | Lessons in Customer Experience part 2   As we discussed in part 1 of this series, much of today’s B2B selling cycle happens online without human interaction. When done right, the brand delivers a clearly-defined experience driven in large part by the customer’s previous … Continue reading When Your Brand Finally Realizes It’s Not All About You | Lessons in Customer Experience part 2

When Marketing Prospects Don’t Want to Play Your Way | Lessons in Customer Experience part 1

When Marketing Prospects Don’t Want to Play Your Way | Lessons in Customer Experience part 1   Whether you want to believe it or not, customer experience is the new battleground by which business will be won or lost. Over the next four months, we will be publishing a 4-part blog series discussing key lessons … Continue reading When Marketing Prospects Don’t Want to Play Your Way | Lessons in Customer Experience part 1