Image credit: Warner Bros. Entertainment Inc. Thirty-five years ago, times were much simpler – the first IBM PC had recently hit the market, smartphones didn’t exist and we were all rooting for Joel Goodson to be accepted into Princeton despite his questionable behavior. Now, with the emergence of Artificial intelligence (AI) in every facet of […]
When to Play It Safe and When It’s Risky Business Read More »
At first glance, an official return policy might seem like one of those tedious administrative items that is easier to ignore than implement. In reality though, a retail business’s return policy intersects with everything from the business’s reputation to employee satisfaction, and even the rates the business pays on credit card transactions. For these reasons
The Importance of Having a Sound Return Policy Read More »
According to a study conducted by the University of Technology Sydney (UTS) Business School and published in the Journal of International Business Studies, customer satisfaction is now the most important marketing metric today, influencing over half (53%) of all marketing mix decisions. UTS Business School researchers looked at over 4,000 marketing plans from more than
Once you create an online store you have to think carefully about your customer service and success teams. There’s a common misconception that service and success teams are identical. This statement is far from true. Both teams play a crucial role in operating a successful company. We are going to dive into each group, and
Why You Need Customer Service and Customer Success Teams Read More »
Healthcare companies can improve the patient experience and make healthcare work better for everyone. What can healthcare companies do to improve the US healthcare system? If you said almost everything, you’d probably be in line with many patients and doctors who want improvement, starting with streamlining the customer experience from the very first step: looking
Four ways healthcare can improve customer experience Read More »
Image by Clker-Free-Vector-Images from Pixabay Would you be surprised to hear the earliest concept of workflow dates back nearly 100 years? Billed as a “rational organization of work,” it originally started with manufacturing then later found its way into office functions. Today, workflow has continued that evolution. Through technology, workflow delivered on a common, company-wide
5 Ways Using Workflow Can Improve the Customer Service Experience Read More »
Four ways retail businesses can improve the customer experience to thrive in the age of instant gratification. Shopping. It’s everywhere. We shop for groceries and other goods, if not daily, at least weekly. To compete, retailers must be focused on providing the best customer experience. Yet PwC’s Experience is everything survey found that only 49 percent
How all retailers can better serve every customer Read More »
Have you ever regretted making a bad first impression as an entrepreneur? Most business owners understand how much of a travesty they are. You will usually find that there is no coming back from a bad first impression. A survey from Australia corroborates this. Participants showed that 66% of potential customers won’t give a business
Compelling Science on First Impressions Your Business Can’t Afford to Ignore Read More »
Ian Lowe is VP of Marketing at Crownpeak. If you don’t know what a Digital Experience Platform (DXP) is, then read our handy explainer. We caught up with Ian to ask the usual questions and get an insight into his working life. Please describe your job: What do you do? Ian Lowe: I’m the VP
A day in the life of… Ian Lowe, VP Marketing at Crownpeak DXP – Econsultancy Read More »
When buying a new car, a new phone, a new mattress, most of us can’t claim to be experts. Navigating countless features and benefits tests our patience and analytical prowess; we’re lay people and choosing is tough. What’s the process to compare the best battery life, the most comfortable or the safest? Companies muddy the
If you’re not putting behaviour first it’s time to rethink your marketing – Econsultancy Read More »
