Encouraging Companies to Do Good (and Make Money Too)
Customers increasingly expect companies to be good citizens
Most Consumers Don’t Finish Online Forms
Clutch survey finds that 81 percent of people have abandoned at least one online form, and few return to complete them
Despite Technological Advancements, Live Agents Are More Crucial Than Ever
Technologies such as IVR are able to address straightforward questions, leaving the complex ones for agents to handle
Companies Don't Need Websites to Benefit from SEO
Links to local search results also rely on accurate and up-to-date information on the Web.
Customer Sentiment Is Becoming a New Imperative
Sentiment and emotion analytics are poised for 3,000 percent growth
IoT Technology Has Huge CX Potential
Companies can use IoT data to improve product and service delivery
Court Strikes Down TCPA Expansions
Appeals court decision overturns the FCC's new definition of autodialers
ON THE SCENE: At Adobe Summit 2018, Adobe Urges Companies to Enter the Experience Business
At its annual user conference, Adobe urged attendees to make experience their business
Required Reading: Businesses Should Ask Would You Do That to Your Mother?
Company leaders need to focus on what it takes to make Mom proud, and do likewise.
Customers Come with Baggage
Pre-interaction factors significantly affect customers' perceptions of service interactions
In Customer Service, Being Nice Only Goes So Far
Problem solving, rather than relational work, yields higher customer satisfaction.
Personalization Efforts Suffer from Data Issues
While identity theft is definitely on the rise, consumer awareness of the risk has seen a comparable increase, and companies' attempts at personalization might be the ultimate victims.
Companies Face a Consumer Trust Crisis
As identity fraud hits an all-time high, the burden is shifting to companies to protect customer data
Required Reading: The Geek, Nerd, Suit Approach to Customer-Centricity
Achieving customer-centricity requires a partnership between IT, analysts, and business strategists.
Required Reading: Get to Aha! About Your Company’s Identity
Knowing who you are as a company is the foundation of success
Retailers Must Become More Customer-Centric
Boston Retail Partners challenges companies to meet the expectations of the omnichannel world
Marketing Budget Growth Stalls
After three years of increases, marketing leaders are now under pressure to show results
Hyper Relevance: Personalization’s Next Stage
Companies need to seek much greater relevance with customers, Accenture asserts
Google Starts Blocking Intrusive Ads
Mobile and web ads that violate the Coalition for Better Ads standards are subject to removal from Chrome
Customers Prefer Agents to Automation
The most satisfied callers get help from friendly, articulate, knowledgeable human beings