Too often, brands work hard creating positive, sophisticated customer experiences – but leave themselves open to failures on basic interactions. And, as Howard Lax (SVP of GfK’s Brand and Customer Experience team) points out in our latest video blog post, negative customer experiences “stick” to consumers’ memory cells more than positive ones. That is why accentuating the negative” is a powerful tool that should be openly embraced by brand marketers.
[May 23-24; UK] Creating Value is getting attention from business, society, government, and academics as it impacts ourselves, customers, stakeholders, and sustainability. Steve Vargo, Stuart Hart, Irene Ng, Christian Gronroos, and Fujitsu Japan, Sanofi, Hughes, will speak. A networking platform between business and academics for Value Creation.
The quality of a customer care strategy can make or break a company. Simply resolving a customer service issue or complaint is no longer enough, there is always room for improvement. Download this ebook to learn the 4 steps that address the major points you need to consider when building a customer care roadmap.
Register for the workshop before May 31st and get 6 online CX courses to round out your training package! Differentiate your organization with CX strategies and practices taught live with interim-CEO of CXPA, Diane Magers, and founder/CEO of CX University, Mohamed Latib. Join in Philadelphia or Long Beach next month.
Collect and act on NPS-powered customer feedback in real time to deliver amazing customer experiences at every brand touchpoint. By closing the customer feedback loop with NPS, you will grow revenue, retain more customers, and evolve your business in the process. Try it free.
Integrating CSAT data with Salesforce takes the guesswork out of customer experience management. You can measure service quality across channels, understand the impact of each customer touchpoint, and develop processes to close the loop faster and more effectively. Read this guide to learn how.