«Hoy en día el cliente va mucho más allá de donde está la empresa”, Sara Hilden Bengtsson (Open Studio) – Noticias : Distribución (#1030826)

Sara Hilden Bengtsson tiene una amplia experiencia en la construcción de marca, particularmente dentro del grupo H&M, donde ha trabajado en la enseña de vanguardia & Other Stories. En 2017, dejó H&M para fundar su propia firma de consultoría para marcas, sobre todo de moda, estilo de vida y lujo. Bajo el nombre Open Studio, … Continúa leyendo «Hoy en día el cliente va mucho más allá de donde está la empresa”, Sara Hilden Bengtsson (Open Studio) – Noticias : Distribución (#1030826)

Why More Companies Need To Focus On Holistic CX Rather Than Tactical CX

72% of firms indicate that improving customer experience (CX) is a top priority, according to a Forrester report. In a conversation with Fjuri CEO Thom Gruhler, Former CMO of Microsoft Windows, he indicated that a key challenge companies have developing superior CX is the way in which they think—and therefore manage—CX. Below is an interesting … Continúa leyendo Why More Companies Need To Focus On Holistic CX Rather Than Tactical CX

6 Steps Marketers Can Take Now To Develop Stronger CX

I recently talked with Fjuri CEO Thom Gruhler, former CMO of Microsoft Windows, about why companies need to focus on taking a holistic versus tactical approach when it comes to improving CX (see insights here). As a regular keynote speaker, Gruhler has also been quite vocal on the opportunities and challenges marketers face as they look … Continúa leyendo 6 Steps Marketers Can Take Now To Develop Stronger CX

Delivering Remarkable Experiences Is How You Win More Customers

Increasingly, great products aren’t enough to win new customers. As markets become more crowded, and consumers are exposed to countless stimuli vying for their attention, it is becoming more difficult for companies to cut through and stand out over the long term. But there is one strategy that continues to show promise in helping you … Continúa leyendo Delivering Remarkable Experiences Is How You Win More Customers

5 Surprising Findings About How People Actually Buy Clothes and Shoes

Retail has been constantly reinventing itself, and participants race to keep up with what feels like a series of epic shifts in consumer preferences. Apparel brands are investing especially heavily in online shopping capabilities and introducing interactive features that complement apps and websites. Retailers and manufacturers are rushing out new products to keep pace with … Continúa leyendo 5 Surprising Findings About How People Actually Buy Clothes and Shoes

Don’t Neglect Your Customers During a Merger

When companies merge, customer experience (CX) is often overlooked — yet it’s arguably one of the most important aspects of any company. In fact, according to Gartner research, tomorrow’s companies are expected to compete primarily on customer experience. I just took my company through an acquisition and found that even the smallest operational change can have … Continúa leyendo Don’t Neglect Your Customers During a Merger

H&M is trialling a mirror that suggests outfits and customers love it

Among other things, H&M's mirror suggests outfits to customers. H&M is trialing a smart mirror in its flagship store in Times Square, New York. Through voice and facial recognition, customers can use voice commands to take selfies. The mirror was developed by Microsoft and Swedish digital agencies, Visual Art and Ombori. H&M is offering its … Continúa leyendo H&M is trialling a mirror that suggests outfits and customers love it

A dubious ROI of customer satisfaction surveys

A good friend and client likes to joke during every project: “Remember Joe, correlation does not imply causation.” Well, I thought she was joking. Surely everybody with a job in marketing research knows this? Apparently not. Even professors at fancy business schools seem to forget it, as evidenced by this snippet of an article a … Continúa leyendo A dubious ROI of customer satisfaction surveys

Customer perception

BRAND TRANSPARENCY IS GOOD BUSINESS, BRAND AUTHENTICITY IS REAL BUSINESS. Authenticity is the brands behavior. Transparency is all about what the brand discloses to the consumers. www.linkedin.com/pulse/what-consumers-perceive-believe-jon-klein

WHSmith voted worst shop on the high street | The Independent

The customer scores given were based on experiences of purchasing items other than groceries, their level of satisfaction and the likelihood of recommending each shop. In the survey carried out in January, customers complained of out-of-date WHSmith shops, expensive products and rude staff. — Leer en www-independent-co-uk.cdn.ampproject.org/c/s/www.independent.co.uk/news/business/whsmith-worst-high-street-shop-john-lewis-which-survey-a8372246.html