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.
Today, experiences are won or lost in the moment they occur. Learn how brands can take advantage of new ways (mobile apps, messaging, connected devices, and more) to engage with customers in real-time to turn a live experience into an opportunity to proactively improve.
Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.
Most brands haven't mastered customer experience (CX). Get the findings from new research with 1,000 US consumers and 300 brands to understand areas of CX alignment and disconnects. Learn where and why brands are still struggling, and how to turn the tide.
About 80% of executives say they want to "compete based on customer experience." Unfortunately, prior CustomerThink research has found 70% of CX initiatives at risk of failing and losing funding. But there's hope! Get the top findings from CustomerThink's blockbuster study into the real drivers of CX success.
You are invited to attend, meet, mingle with, listen to and submit papers to the world’s leaders in Creating Value for customers, employees, partners, society and Government. Learn new and better ways to create Customer Value and experience.
Rub shoulders with Philip Kotler, Irene Ng, Russ Klein (AMA) and others.