Customer Experience News

Understanding the customer experience is important to business success. But how do you do that, and how does the analysis of customer experience differ from other business benchmarks? What are other companies and leaders doing? Answers to all these questions are on the internet, and Wiser can deliver them to you in a daily customer experience news digest direct to your email inbox. Each email contains details and links to the web's best articles on the topic of customer experience. It is a concept that looks at the relationship that a customer has with a company as a whole. From a customer point of view the concept is nothing new - customers have always had relationships with brands. But until recently it has been hard for businesses to control and measure all the touch-points that impact on that relationship. An example of how businesses can now do that better is social media, which allows brands to communicate with customers one-on-one. Measuring, analyzing and improving customer experience is a key goal of today's marketing professional. If this includes you, or if you have another interest in customer experience news, sign up for the tailored, daily and free Wiser email.

Recent Customer Experience News Coverage
 
Your Weekly Recommendations Saturday, February 24, 2018
 
Recommended for you
Your Customers Are Speaking: Are You Listening?
CMSWire • Matthew Bieber
Customer Service Depends On Leadership, All The Way To The CEO And C-Suite
Forbes • Contributor, Micah Solomon
New Lists - Q1 2018 Constellation ShortList Portfolio Updates Week Two
Constellation Research Blog • Aubrey Coggins
5 Tips for Quickly Reducing Customer Churn
Entrepreneur Magazine • Syed Balkhi
10 Words From Bill Gates Every Business Should Immediately Embrace
Inc. • Ilya Pozin
How Amazon, Target, Walmart are Using Facial Recognition, AI and AR in Stores
Inc. • Christina Desmarais
Transforming Listening Into Action: Fortifying Voice of Customer Programs
CMSWire • Lisa Loftis
Church’s Chicken Taps Market Force as Partner
QSR Magazine • Danny
The Connected Customer With Samsung
Forbes • Blake Morgan, Contributor
Seven Structural Customer Service Failures Consultants See Every Day--How Many Apply To You?
Forbes • Contributor, Micah Solomon
 
Recommended for You
Customer Experience, Marketing Automation
Your Customers Are Speaking: Are You Listening?
CMSWireMatthew Bieber
If you’re a business owner and it isn’t clear to you that the customer’s voice is the most important voice to hear, you’ve been living under a rock. Now, more than ever, customers expect their needs to be met, and they expect...
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Customer Experience
Customer Service Depends On Leadership, All The Way To The CEO And C-Suite
ForbesContributor, Micah Solomon
Customer Service is a leadership issue. It requires involvement from company leaders and managers, including the support of the C-Suite, both philosophically and in the allocation of resources. Unfortunately, customer service, including customer service training, isn’t always thought of this way.
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Customer Experience
New Lists - Q1 2018 Constellation ShortList Portfolio Updates Week Two
Constellation Research BlogAubrey Coggins
By Aubrey Coggins It's week two, and we unveiled the next 19 new and updated lists for the Constellation ShortList™ portfolio. Here's the full update on categories if you are looking for a good starting place for your planning and pruchasing decisions....
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Customer Experience, Oracle Corp
5 Tips for Quickly Reducing Customer Churn
Entrepreneur MagazineSyed Balkhi
Image credit: Weekend Images Inc. | Getty Images So you’ve successfully made a sale by converting a lead into a customer. Both you and the customer are happy. But, suddenly this customer decides to cancel the subscription and stop using your product...
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Customer Experience
10 Words From Bill Gates Every Business Should Immediately Embrace
Inc.Ilya Pozin
Every company deals with bad customers. People complain because they want something for free, because they had a bad day, or because they just feel like it. However, not all complaints are created equal, and not all customers who complain are bad....
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Customer Experience, Virtual Reality
How Amazon, Target, Walmart are Using Facial Recognition, AI and AR in Stores
Inc.Christina Desmarais
Just a few years ago, privacy was a big issue as regular people started to understand that big companies like Facebook, Target, Walmart and others were using sophisticated technologies to understand users on an individual level. Meaning, whatever big box store you...
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Customer Experience
Transforming Listening Into Action: Fortifying Voice of Customer Programs
CMSWireLisa Loftis
The results of Gartner’s 2017-2018 CMO Spend Survey are in, and the news is not all good. For the first time in three years, growth in marketing budgets has decreased, placing marketers on the hook to justify financial investments and demonstrate solid...
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Customer Experience, Restaurants & Food Services
Church’s Chicken Taps Market Force as Partner
QSR MagazineDanny
Church’s Chicken has selected Market Force Information, a leader in customer experience management, to manage guest and employee contact center services for all of its domestic locations. Church’s Chicken will also use the Market Force analytics platform, KnowledgeForce, to empower store operators...
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Customer Experience, Mobile Phones
The Connected Customer With Samsung
ForbesBlake Morgan, Contributor
Listen to Samsung SVP Customer Care Michael Lawder On The Modern Customer Podcast It used to be that customers had one basic cell phone that they used just to call or text people, and they would contact the phone’s support center when...
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Customer Experience
Seven Structural Customer Service Failures Consultants See Every Day--How Many Apply To You?
ForbesContributor, Micah Solomon
Tolstoy aside, every happy or unhappy customer service situation is different from every other. Yet as a customer service consultant, I see particular structural problems crop up repeatedly, at company after company. Here are seven of the most serious.
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