Designing a domestic loyalty program is no small feat. Crafting a vision for membership is a commitment, requiring months of careful planning and synchronization across the business. Add in other geographical regions, and while the task of loyalty program design becomes more exciting, it...
Customer service agents are usually the first point of contact most people have with a brand. It shouldn’t be surprising, then, to point out that your customers’ engagement and overall satisfaction with your brand is directly linked to your agent experience. When your agents feel undervalued and...
Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition. ...
As your business grows, your needs will shift to match both your customers’ evolving expectations as well as those of your agents . Not having the right customer service infrastructure in place can be detrimental, which makes understanding your customer experience maturity vital to your...
The world of now is always slowing down the world of the future. Brands and enterprises want their strategies on a sound footing before dedicating the time, process, and people to realizing them. Which means experiments, like the metaverse, may have to overcome some obstacles before seeing...
Customer experience has taken on a new definition and dimension amidst the current COVID-19 crisis. Customer expectations have heightened as purchase priorities have shifted and buying behavior has changed. What was earlier considered as a good customer experience is table-stakes today. Most...
In the daily hustle of a support center, being completely honest and open to each customer often feels like a service element brands have to do without. Many CX leaders assume that their role should focus solely on immediate performance and don’t consider how direct, transparent communication —...
Loyal shoppers are the backbone of any successful business, and while customer churn is a common issue, it’s one that you can solve. By paying attention to the right customer retention metrics for ecommerce, you will be able to determine how your team is succeeding and where there are areas for...
Born Digital, Episode 5 Recap The customer experience never sits still. As customer tastes and preferences change, CX is always evolving to keep up. According to Adobe’s 2023 Digital Trends Experience Index, “89% of senior executives believe customer experiences are constantly resetting...
Many ecommerce marketers have taken a particular Jeff Bezos quote to heart: “There are many ways to center a business. You can be competitor-focused, you can be product focused, you can be technology-focused, you can be business model-focused, and there are more. But in my view, obsessive...
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