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10 THINGS CUSTOMERS WILL BE BUYING ON BLACK FRIDAY 2020

‘With a shift to online shopping and longer sales periods, Black Friday 2020 will look drastically different than it has in the past. But those aren’t the only changes—the items customers will be buying will also be different, reflecting the unusual year that is 2020.’ BARE shares an article by Blake Morgan for Forbes with 10 items customers will be buying on Black […]

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HOW RETAILERS ARE USING TECH TO TAKE THEIR IN-STORE CUSTOMER EXPERIENCE ONLINE

‘The COVID pandemic has had a devastating impact on high street retail, with in-store footfall continuing on a downward spiral in markets all over the world, and retailers forced to accelerate their move into e-commerce.’ BARE shares an article by Alison Coleman for Forbes on bridging the gap between in-store CX and mass migration to online sales.

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WHY BUSINESSES NEED TO UNDERSTAND THE DIFFERENCE BETWEEN CUSTOMER SERVICE AND CUSTOMER EXPERIENCE

‘Many organizations today consider customer experience to be key in differentiating them from competitors. This is vital, as most businesses are now operating more-so online than in person because of the pandemic. The online world brings with it increased competition, particularly from digital natives. While most businesses can’t compete with digital natives from a technology […]

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CUSTOMERS ARE CALLING THE SHOTS

‘Years ago, I sat in on a sales presentation. The salesperson shared three options a client might expect when doing business with his company. The options were high quality, quick service and low price. He told the customer, “You get to choose two of the three.”‘ BARE shares an article by Shep Hyken for Forbes on consumer demand trends.

CX WEEK: SOLVING EMPLOYEE EXPERIENCE PROBLEMS WITH CUSTOMER EXPERIENCE SKILLS

‘Disengaged employees cost US organizations an estimated $450 to $550 billion a year, according to Gallup’s State of the American Workplace Survey. Many organizations try to improve employee engagement by throwing money at the problem — offering free food, free beer and other perks to improve employee satisfaction scores. But employee engagement is not about […]

CX WEEK: THE ROI OF IMPROVING THE CUSTOMER EXPERIENCE

According to a Walker study, customer experience will overtake price and product as the key brand differentiator by the end of 2020. This year purchasers are empowered like never before: customers demand relevant personalized experiences, and companies must be accurate, dependable, and provide the service they guaranteed. Before approving any investment, organizations want to see a […]

CX WEEK: NEED-TO-KNOW NUMBERS & CUSTOMER EXPECTATIONS

‘The global pandemic that the world is dealing with right now has further shone a spotlight on CX, particularly on the importance of a quality digital experience. It should come as no surprise that in CX Networks’ survey, digital transformation and digital customer experience ranked high in responses from CX practitioners, solution providers and industry […]