Brands are quick to identify customer experience as an area of critical success for them. Yet too often those responsible for its delivery lack the authority or the experience to fully act in the interests of those customers.
It’s widely known, and too often forgotten that brands stand or fall based on the customer experiences they create. If your customer experience is in free fall, one or more of these seven mistakes are most likely to blame.
How do you manage a seamless, branded customer experience across an ever-increasing number of multiple channels?
It seems everywhere I look in the marketing press these days, someone is advocating the need for brands to deliver experiences. But not everyone can or should deliver a formatted experience, and, equally, some brands would quickly wither if they didn’t.
In The Smarter Screen, Shlomo Benartzi lays out a world where we are besieged by choices; choices that, far from helping us to make better decisions, confuse us into behaving in ways that are actually less informed.
