Tag Archives: Customer Experience

The Survival of Brick and Mortar

Ever since the advent of on-line shopping the question of traditional retail model survival has been continuously in the forefront of media and consumer discussions.  Yet, only 8.5% of US Retail Sales were conducted via  ecommerce during Q1 2017, which … Continue reading

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5 Reasons Why You Should Invest in Improving Customer Experience

Jaakko Männistö, Founder and CEO of Feedbackly  shares his experience building customer experience strategies for clients of Feedbackly, a customer experience management company he started in 2013. There are two things that every business wants: more customers and less red ink … Continue reading

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Customer Experience – The Three Legged Stool

Over the years I witnessed the never ending debate between practitioners of Customer Service/Support and Marketing over which one of them is more critical to the delivery of outstanding Customer Experience. The debate itself is a testimony that these practitioners … Continue reading

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End of Product

you are no longer set to design a “product”, but to design a “service” to deliver a simple and consistent experience for your customers, who are trying to obtain the outcome they actually desire. Continue reading

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Customer Reviews – Trust, but Verify

The customer reviews work well when consumers can read actual descriptions of customer experiences and apply them to their own expectations of experience Continue reading

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