Philip Piletic

How to Properly Mix Emotions into Customer Experience

Considering how much marketing experts have focused on data in recent years, it's very easy to forget that consumers are people and not a series of arbitrary numbers stored on a ledger sheet. Successful companies continue to focus on emotions rather than data when...

Reducing Errors Through Technology to Boost Satisfaction

Errors, especially in the medical field, can have dire consequences. Satisfaction in almost every field requires a service to be rendered without errors. Even shipping the wrong package to a customer can have a negative impact on customer satisfaction. Technology, especially big data, has been...

Why a Smooth Payment Process is Important for Customer Satisfaction

While it might be nice to imagine a world where everything is completely free, consumers understand that they need to exchange money for goods and services in order to drive the economy. However, customers don't want this process to be more painful than it...

7 Ways to Motivate Your Customer Service Team

Do you want to motivate your customer service team but you don't know how? Do you wonder why you have to motivate them? It's dependent on your customer's satisfaction. Don't underestimate the power of your customer service team. They're the backbone to your business'...

Rethinking Marketing Funnel Logistics: Understanding Adaptive Engagement

Little do most people know but the idea of marketing has been around for centuries. Although marketing techniques such as advertising and branding on packaging and labelling existed since antiquity, modern-day marketing orientation didn't emerge until the mid-20th century. Relationship-oriented marketing starting taking shape...

5 Ways to Improve the Customer’s In-Store Experience

Image credit: https://www.pexels.com/photo/woman-holding-card-while-operating-silver-laptop-919436/ More people are buying products online than ever before, but brick and mortar stores are still alive and well. Customers still want to see, touch and experience a product before they purchase it. Stores allow them to do that. But today, customers…

How Client Experience Has Become the Focus of Professional Firms

Image credit: https://www.pexels.com/photo/people-using-computers-on-table-1449052/ Professional firms have had to transition to meet their customers’ needs. There was a time when delivering a quality product or service was all that mattered. But the world has changed, and we’ve seen a shift in customer service. There was a…

Multilingual Support and How It Can Boost Customer Experience

Image credit: https://www.pexels.com/photo/achievement-adult-agreement-arms-1153213/ The world is multilingual, and a lot of businesses understand that the Internet has opened up a world of new customers. When a customer lands on your website but isn’t fluent in English, they’ll navigate to their own language when available. When…

Why All Employee Engagement Must Start at the Top

Image credit: https://www.pexels.com/photo/advice-business-colleagues-communication-1161465/ Today, employee engagement is one of the hottest topics in corporate strategy and workforce management circles. There's plenty of good reasons for that, and you can even read about many of them on this very website. Lost in the discussions, however, is...

Product Recalls: Enhancing Customer Experience

Product recalls are a part of manufacturing, and these recalls effect some of the largest companies in the world. One key difference that these companies have started to make, compared to smaller companies, is that they’re learning how to enhance their customer experience after...

Gen Z Quits Social Media: How Marketers Need to Adapt

Generation Z seems to be having a love-hate relationship with social media. While some have become obsessed with it, others are giving it up altogether. Gen Z refers to the group of people who were born in the mid-1990s to the early 2000s. A...

Building Customer Trust in a Digital B2B World

Image credit: https://www.pexels.com/photo/group-hand-fist-bump-1068523/ In the business to business (B2B) sector, the internet has expanded options for procurement and strategic cooperation in a major way. This is especially true for small businesses in the field, which now must compete for business with firms all over the...

How Businesses Can Use AI to Improve Personalization Right Now

Today's customers have become accustomed to having their way. They are highly informed, motivated, and won't hesitate to head elsewhere if their needs aren't met. That's part of the reason that retailers and businesses in just about every sector have made personalization the cornerstone...

Why Niche Marketing Should Be at the Core of SMB Strategy

Image credit: Kaique Rocha on pexels.com One of the biggest problems that SMBs encounter when attempting to compete online is finding a way to cut through all of the noise to reach their target market. In an eCommerce environment stacked with multi-billion dollar players like...

7 Major Disadvantages of the Sharing Economy

Since the sharing economy launched in the mid-2000s, the traditional way of doing business has changed forever. This gig economy has changed the way that people give and receive services. Some critics have claimed that this new business model has caused traditional businesses to...

Customer Perception Can Make a Business Thrive

In 2018, a purchase is never just a purchase anymore, it is an experience. Customers are no longer satisfied with generic products. They want things to fit into their personal lifestyle and to magically solve issues that may or may not have known they...

What Makes Customers Trust an Online Business?

Whether you own your own business or manage social accounts for someone else, you know that you need to get visitors to trust your brand before you can convert these visits into sales. If you want to build your online brand, then you have...

Is Virtual Support Killing or Enhancing Customer Satisfaction?

A majority of consumers would prefer to talk to a real human being if given a choice. Comedians have long made jokes about people waiting for a number of phone menu options to go by before they're finally able to speak with an actual...

Only a Customer-Centric Business Can Deliver a Winning CX

As we move further into the digital age, savvy consumers all over the globe are embracing their newfound power to dictate the terms of their engagement with business and brands. The global marketplace enabled by the internet means that it's no longer possible, or...

Three Ways to Achieve Customer Empowerment

Image credit: https://www.pexels.com/photo/woman-carrying-tote-bags-975250/ For years, customer experience experts everywhere called for businesses to empower their employees with the knowledge and skills necessary to properly take care of customers. That, of course, is still a necessary part of creating a top-notch customer experience. It's not the...

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