February 6, 2020
EAS Sludge Audits – An Engine of Opportunity
Are Consumers Trapped in Sludge? While the concept of sludge is not exactly a mystery, understanding it in the context of consumer experience and engagement certainly requires deeper analysis. Sludge commonly defined as “thick, soft, wet mud or a similar viscous mixture” is better interpreted as an analogy that describes any activity with excessive frictions. An unnecessary, dreary and frustrating process, that has real, quantifiable costs to customers and companies, is sludge. Ultimately, we see
October 24, 2018
Employee Engagement and the Importance of Effort Assessment
Employee Engagement and the Importance of Effort Assessment During the past years we’ve seen a renewed interest from companies toward growth and investment, but with a rigorous focus on cost containment. As recent research points to high employee engagement as one of the top 3 factors of business success[1], it’s no surprise that companies started monitoring engagement levels and prefer redirecting budgets toward measurement, before starting to implement actions to improve engagement. Gallup found that
May 25, 2018
How Can Retailers Keep Up With Customers?
How Can Retailers Keep Up With Customers? Today, more than ever, brands have the power to control and develop meaningful relationships with their customers. Through digital interactions, brands are directly engaging with them, improving the shopping experience and gaining valuable data at every point along the purchase journey. According to statistics, global e-commerce sales reached around $2 trillion in 2017 and are expected to double by 2021. Although online shopping is more convenient, brick &
Where’s the Friction in Your Customer Experience? What recent years have taught us is that customer experience can be a game changer for business success. As Forrester Research’s Harley Manning and Kerry Bodine insightfully pointed out, customer experience is “the best predictor of business success… It’s not just customer service – it’s every interaction, from the point at which they discover you to the moment of purchase to each of the touchpoints in the ongoing
Why should travel companies care about customer experience? What is one of the most exciting growth opportunities for a business? What about your business? If you answered “customer experience”, then you probably know that companies that consistently offer best-in-class customer experience are the ones that grow faster and more profitably. We all know that customer experience is extremely important in any business, but when it comes to the travel industry, it overlaps with its core
Reality Check – Are Financial Services Leaders in a CX Crisis? Financial services providers – banks, credit unions, insurers, pension funds and wealth managers – need to start reinventing themselves or they will lose a consistent chunk of their market share. 2018 is the year when competition from FinTech firms heats up, challenging financial institutions to not only invest in technology, but to treat CX as a key differentiator when it comes to retaining customers.
