Fri.Apr 02, 2021

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Sound and Smell: The Crucial Missing Aspect in Your CX Design

Beyond Philosophy

Businesses often underestimate the importance of the areas of sound and smell in their Customer Experience. However, these two areas are crucial to get right—or you risk ending your Customer Experience on a sour note. This underexploited area is why I was so keen to get Simon Faure-Field , CEO of Equal Strategy , an experience design consultancy, on a recent podcast.

CX 117
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Millennials vs. Gen Z: How their customer service expectations compare

Zendesk

In 2019, Millennials officially passed Baby Boomers as America’s largest adult generation. The Millennial population is expected to grow even larger over the next 10 years, as young immigrants continue to swell its ranks. The next decade will also mark the maturity of Generation Z, which already outnumbers Generation X by 2 million members. By 2030, Millennials and Zoomers will be the two largest adult consumer groups in the country.

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4 Ways Automation Can Help Create A Consistent Customer Experience

ClientSuccess

Guest blog post by Jay Ripton. The business environment is still just as competitive as it was before the pandemic. However, there is less tolerance for ineffectiveness and incompetency in customer interactions and engagement as expectations change radically. You can’t expect buyers to stick around for a brand that doesn’t deliver a seamless and consistent customer experience.

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Totango Leads the Industry in Customer Success According to Trust Radius

Totango

Did you know that about 95% of customers read reviews before making a purchase? Or that 78% of customers who read reviews were satisfied with their purchase? Peer-to-peer product reviews are extremely powerful and have become a vital step in helping consumers evaluate and decide on purchasing a product. At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

B2B 62
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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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ECXO partners with The CX Academy

ECXO

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. ECXO partners with The CX Academy We’re pleased that The CX Academy has chosen the ECXO – European Customer Experience Organization to be a partner of their top and practical CX education and certification program & we look forward to this fantastic collaboration.

CX 52
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Our Top 10 most popular articles

The Customer Service Blog

Since this blog began in June 2016, over 300 articles have appeared on the site. Some of our regular readers have recently written to ask which are the most popular articles we have ever published. We have checked the statistics section of our hosting company and compiled a list the most popular articles ever to appear on The Customer Service Blog. The following list shows the 10 most read articles on this website.

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Solving the Sales-Marketing Conundrum: 3 Strategies to Consider

SugarCRM

Sales and marketing teams share one common goal—to increase a company’s revenue. However, the similarities stop there, as these two groups are usually very different, both in temperament and in job responsibilities. Solving the Sales-Marketing Conundrum: 3 Strategies to Consider. Salespeople are relationship people with a focus on the operations and activities involved in promoting and selling goods or services.

Sales 29
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Achieve quick ROI on your CX: How small businesses innovate at scale

Zendesk

The world is changing rapidly, and so is the way we all do business. During the pandemic, support tickets surged, and customer expectations stayed sky high. According to the Zendesk Customer Experience Trends Report, the shift to online support has pushed requests to all-time highs for small and mid-sized businesses: average weekly support requests increased 25 percent since the beginning of 2020.