Why Net Promoter Score is past its prime
The metric was useful in simpler times, when companies were beginning to understand the importance of customer experience. But it’s time to replace it.
Voice technology delivers on banking needs
Financial services is full of customer pain points that could be resolved with the help of voice-assisted devices. For further insight, read “Banking on voice.”May 21, 2019Banking on voice
Voice-assisted devices will revolutionize the financial-services industry by providing customers with on-demand service and by helping banks reduce costs.May 21, 2019 by Mohib Yousufani and Julien CourbeROX: How to get started with the new experience metric
Make sure you understand “return on experience” — the new way of tracking the results of your investments in customer and employee experiences — and how to implement it.March 29, 2019 by Matt Egol, Reid Carpenter, and Sujay SahaROX Is the New ROI: Prioritizing Customer Experience
Consumers have more power over your company’s success or failure than ever before, and it’s time for a new metric that captures the return on your investment in them.January 30, 2019 by John MaxwellRelated tags: consumer insights, consumers, consumer trends, customer experience, networks, retail trends, strategyDigital-Native Retailers Are Giving Physical Stores a Radical Makeover
Online brands are opening brick-and-mortar shops, using technology and data-driven customer insights to transform the in-store experience.January 18, 2019 by Flavio Palaci, Ramy Sedra, and Anand RaoRelated tags: consumer insights, consumers, consumer trends, customer experience, data, retailing, retail trendsThe Jolly and Folly of Holiday Decor for Retailers
Christmas displays make shoppers more forgiving of employee mistakes but more judgmental of unfairness.December 21, 2018 by Matt PalmquistFive Standards for Responsible AI Use
Business leaders must implement artificial intelligence in a principled way to optimize customer experience and earn people’s trust.December 10, 2018 by Adam Lai and Matt KuperholzRelated tags: algorithms and strategy, analytics, artificial intelligence, big data, brand, ceo, customer experienceHow Artificial Intelligence Can Make Us Better at Being Human
The surprising ways machine learning can pick up when we fail.November 8, 2018 by Linda Rodriguez McRobbieRelated tags: artificial intelligence, customer experience, difficult conversations, ethics, innovation, jobs, valuesWhat the Top Innovators Get Right
With careful attention to six key areas, companies can make the most of their R&D investment and outpace the competition.October 30, 2018 by Barry Jaruzelski, Robert Chwalik, and Brad GoehleWho Are the Top Innovators?
Explore the companies that made the 2007, 2012, and 2017 high-leverage innovator lists with our interactive tool. For further insight, see What the Top Innovators Get Right.October 30, 2018The Power of Price Points
Customer segmentation is not just a revenue tool, but also a way to achieve excellence in execution.October 17, 2018 by Thomas A. Stewart and Patricia O’ConnellRelated tags: airline industry, brand, consumers, customer experience, customer segmentation, customer service, strategic planningSpecial Isn’t What You Think
What are the four hallmarks of a company that truly stands apart from the rest?September 21, 2018 by David ClarkeForget B2C and B2B — We Need B2I
In the fast-approaching world where tailored products and customer experience are a competitive advantage, the old categories of business will be obsolete.August 22, 2018 by Peter SchwartzRelated tags: consumers, customer experience, digital retail, digital strategy, service design, user-centric designThe M&A Activity Transforming Healthcare
How deals are shaping the $450 billion industry that manages prescriptions in the United States.August 13, 2018 by Gary D. Ahlquist and John PetitoWhy You Need to Keep Your Customers Close
Subscription models can bring a steady revenue stream for companies that understand the customer life cycle.July 9, 2018 by Dutta SatadipRelated tags: customer experience, customer retention, customer service, data analytics, sales, subscription modelShopping by Voice a Hard Sell for Consumers
People are using virtual assistants such as Siri and Alexa to do a lot of things, but making purchases isn’t really one of them. What will it take to make voice commerce take off?June 25, 2018 by Denise DahlhoffRelated tags: consumer insights, consumers, consumer trends, customer experience, retailing, retail trends, technologyToday’s Retail Needs Both Tech and the Human Touch
Digital tools can enhance the customer experience, but won’t replace people.May 17, 2018 by Steve Barr and Ellen DavisRelated tags: analytics, consumer insights, customer experience, digital retail, e-commerce, new technologies, retail trendsIt Takes a Village to Raise a Brand
When a product loses consumer appeal, it’s usually because the company’s support system has broken down.October 19, 2016 by Rodger HowellRelated tags: brand, customer experience, digital technologies, IT systems, marketing, store design, supply chain
All articles tagged: customer experience
Elsewhere in s+b
Leading a Company That Wants to Change Lives through Sports
by Ulrich Störk, Nadia Kubis, and Art Kleiner
Good Leaders Don’t Disappear
by Jesse Sostrin
Leading a Bionic Transformation
by Miles Everson, John Sviokla, and Kelly Barnes
