Tag Archives: voc september

With Customer Experience Design, Less is More

With Customer Experience Design, Less is More

Professional artists and designers intuitively know the value of the invisible. The so-called “negative space” that surrounds objects and typefaces — whether in fine art, advertising or app design — directs viewers’ attention to the subject or message, rather than distracting or confusing them with clutter.

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Can You Hear Me Now? Feedback Loops Put Customer Feelings to Work

Can You Hear Me Now? Feedback Loops Put Customer Feelings to Work

Anyone dealing with the airline industry knows the woes of travelers done wrong. Cancelled flights. Overbooked routes. Dragging paying customers off an aircraft.  It’s mind boggling how clearly customers state their feelings about a brand yet that company still does nothing to address the situation.

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4 Questions You’re Not Asking of Your Customer Experience

4 Questions You're Not Asking of Your Customer Experience

According to Forrester, 80 percent of US adults report that what they most value in a customer service exchange is when a company values their time. That finding dovetails with a Walker survey projecting that by 2020, customer experience will be the biggest brand differentiator, usurping both price and product.

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Are Your Customer Metrics Making an Impact?

Are Your Customer Metrics Making an Impact?

"Customer-based measures are important, but they must be translated into measures of what the company must do internally to meet its customers’ expectations" ― David P. Norton In a recent study, Econsultancy found that while most marketers list personalizing messaging and measuring impact as “very important to growth,” only 10

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Your Single Customer View Isn’t as Good as It Could Be

Your Single Customer View Isn’t as Good as It Could Be

A single customer view (SCV) is a marketing best practice that’s key for differentiated customer engagement. With a single customer view, marketers can send relevant messages, respond rapidly and appropriately and gain the kind of ongoing customer loyalty that drives revenue growth.

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