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 Sunday, June 25, 2017
 
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Unknown Mid-Cap Canadian EIM Developer Has A 56% Upside
Seeking Alpha • Kush Patel
How chatbots are pumping up customer service
The Next Web • Lauren Gilmore
Learn From the Rise and Fall of Uber's Customer Experience
Gartner Blog Network • Augie Ray
Forrester Finds CX Lacking For Many Brands
MediaPost • Aaron Baar
Enhancing Loyalty: Best Practices for CRM Systems in Asia-Pacific
Skift • Cendyn + Skift
Telefónica Digitizes Its Operations In Service Of The Customer
Forrester Research • Fred Giron
Global Customer Experience Requires a Local Touch
CMSWire • Peggy Chen
To Excel In Your Job, Put Your Stakeholders At The Center Of Your Universe
Forbes • Contributor, Lisa Quast
Is The Proudly-Weird Culture Of Tony Hsieh's Zappos Also Its Customer Service Secret?
Forbes • Contributor, Micah Solomon
Social Customer Care: Apps and Processes for Success
Social Media Examiner • Michael Stelzner, Social Media Examiner
 
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Customer Experience, Finance
Unknown Mid-Cap Canadian EIM Developer Has A 56% Upside
Seeking AlphaKush Patel
Summary With an industry P/E that is 389% higher than firm P/E, the company is heavily discounted by the industry. This, in turn, provides a potential long-term opportunity for investors. As a result of global businesses becoming more data driven, the demand...
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Customer Experience, Technology Industry
How chatbots are pumping up customer service
The Next WebLauren Gilmore
It’s no secret that in this instant gratification economy, customers demand immediate responsiveness from brands and expect fast and reliable customer service across all channels. Customer care is moving quickly to keep up with evolving technological opportunities and companies are under constant...
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Customer Experience
Learn From the Rise and Fall of Uber's Customer Experience
Gartner Blog NetworkAugie Ray
For a private company, we sure know a lot about Uber. We know its meteoric rise to become the most valuable “unicorn” in the world. We know its well-publicized issues with corporate culture. We know Uber has a tremendous void in leadership...
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Customer Experience
Forrester Finds CX Lacking For Many Brands
MediaPostAaron Baar
Many companies are doing a pretty poor job when it comes to customer experience, and even the few who are doing well aren’t particularly excelling. According to Forrester’s recent “Global Customer Experience” Trends report, only 18% of U.S. brands were ranked "good"...
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Customer Experience, Hotel Industry
Enhancing Loyalty: Best Practices for CRM Systems in Asia-Pacific
SkiftCendyn + Skift
Managing the customer relationship is one of the most critical elements of gaining and increasing loyalty, and yet can be the most difficult for hospitality chains to master, as customers interact with chains via a burgeoning number of contact points; email, mobile,...
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Customer Experience
Telefónica Digitizes Its Operations In Service Of The Customer
Forrester ResearchFred Giron
With Dan Bieler Like many organizations, Telefónica is going through a digital transformation. Our new case study "Telefónica Digitizes Its Operations In Service Of The Customer" investigates the approach that Telefónica has taken to prepare for digital transformation, including the impact of...
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Customer Experience, McKinsey & Company
Global Customer Experience Requires a Local Touch
CMSWirePeggy Chen
When people set out to find what they are looking for, most of the time they aren’t searching for a product such as a lipstick, a power drill, a vacation or a car. They’re looking because they want to accomplish something. What...
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Customer Experience, Public Relations
To Excel In Your Job, Put Your Stakeholders At The Center Of Your Universe
ForbesContributor, Lisa Quast
Customer experience management isn’t a new concept, but it’s one that gained increasing popularity during the Great Recession, when companies realized how much they needed loyal customers. To keep existing customers and gain new ones, companies began analyzing their interactions with customers....
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Customer Experience, Economic Policy
Is The Proudly-Weird Culture Of Tony Hsieh's Zappos Also Its Customer Service Secret?
ForbesContributor, Micah Solomon
It's indisputable that Zappos CEO Tony Hsieh, who sports a mohawk and lives in his own trailer park, lets his weirdness flag fly. But the secret of Zappos' customer service success lies elsewhere, I'd argue, in what I call Zappos' Culture of...
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Customer Experience, Duke Energy Corp
Social Customer Care: Apps and Processes for Success
Social Media ExaminerMichael Stelzner, Social Media Examiner
How does your business respond to customer concerns and inquiries? Do you have a social customer care plan in place? To explore how to improve customer care for your business, I interview Dan Gingiss. More About This Show The Social Media Marketing...
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