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 25, 2017
 
Recommended for you
Focus: SAS speeds up handling of customer issues and increases customer satisfaction with the new system
Breaking Travel News
The Future of Retail Will Blow Your Mind
Forrester Research • Martin Gill
IDG Contributor Network: Last week's CRM success story started back in 2002
CIO • Jill Dyché
Omnichannel Retail and the Omnipresent Customer
CMSWire • Kevin Gavin
7 Ways To Make Your Business Stand Out In A Crowd Of Competitors
Forbes • Contributor, Larry Myler
Call Length Is the Worst Way to Measure Customer Service
Harvard Business Review • Matthew Dixon
SAP CRM Service WFM conifguration
SAP Blogs • Ravi S. Verma
Why Messaging Is Your Customer’s Preferred Communication Channel [Webinar of the Week]
Convince and Convert • Jay Baer
Tech Mahindra sees bigger business from Vodafone-Idea merger
The Economic Times of India
I Want To Know What Love Is
Forrester Research • Margaret Rodriguez
 
Recommended for You
Airline Industry, Customer Experience
Focus: SAS speeds up handling of customer issues and increases customer satisfaction with the new system
Breaking Travel News
In June 2016 SAS airlines accelerated handling of customer issues (such as booking changes or feedback regarding onboard services) by moving processes to a new generation system. In 5 months the airline in cooperation with global IT company Comarch, implemented an innovative...
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Customer Experience, eRetail
The Future of Retail Will Blow Your Mind
Forrester ResearchMartin Gill
The Future of Retail Will Blow Your Mind. A bold claim? You bet. The retail industry is facing a tectonic shift. Empowered customers are challenging age-old truths every day. New distribution channels, e-commerce impacting physical stores, new payment systems and innovative technical...
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Customer Experience, Enterprise Software
IDG Contributor Network: Last week's CRM success story started back in 2002
CIOJill Dyché
Back in 2002 — the Dark Ages, by tech standards — customer relationship management was white-hot. Siebel Systems had just hit its peak at 45 percent market share and Salesforce.com (which would later acquire Siebel) was nipping at its heels. Determined not...
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Customer Experience, McKinsey & Company
Omnichannel Retail and the Omnipresent Customer
CMSWireKevin Gavin
Modern customer journeys are erratic. Customers research and look at products in-store and online. They ask questions in chat windows, through emails, via the phone and in person. They toggle between phones, laptops, iPads and physical stores so rapidly it could make...
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Brand Management, Customer Experience
7 Ways To Make Your Business Stand Out In A Crowd Of Competitors
ForbesContributor, Larry Myler
In a world where the competition regularly claims to be #1, it’s difficult to differentiate and build your own identity. Difficult, but not impossible. Look at big brands like Pepsi, KFC and Zara. They have built their brand identities to command a...
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Customer Experience
Call Length Is the Worst Way to Measure Customer Service
Harvard Business ReviewMatthew Dixon
Practitioners and pundits alike have long debated which metric is best for assessing the performance of a service organization. Is the silver bullet customer satisfaction, net promoter score, customer effort score, or some other measure? While this debate is unlikely to be...
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Customer Experience, Oracle Corp
SAP CRM Service WFM conifguration
SAP BlogsRavi S. Verma
SAP CRM service module is an integral part of SAP. Among the many roles of a manager in a business which relies on providing services to their customers, one of the most important subject is scheduling the service engineers on a proper...
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Customer Experience, Marketing
Why Messaging Is Your Customer’s Preferred Communication Channel [Webinar of the Week]
Convince and ConvertJay Baer
My daughter Annika is headed to college this fall, and she refuses to answer the phone. No, not even for dear old Dad! These days, we’ll occasionally talk on the phone when I’m out on the road—but to really keep up consistent...
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Customer Experience, Technology Industry
Tech Mahindra sees bigger business from Vodafone-Idea merger
The Economic Times of India
Tech Mahindra MD and CEO CP Gurnani said that rather than being affected, Tech Mahindra may benefit from Vodafone-Idea Cellular merger.
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Customer Experience
I Want To Know What Love Is
Forrester ResearchMargaret Rodriguez
Happy Valentine’s Day! You know the feeling of being in love: You want to stay with your significant other forever, love them more each day, and tell everyone how great they are. Your customers know it, too! Many companies have begun tracking...
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