In 2017, the fact that members of the Millennial generation are digitally reliant should be old hat to marketers. After all, they did grow up in an era that barely remembers life without the internet accessible at their fingertips, and they aren’t shy about utilizing digital in all facets of their lives, from entertainment to organization and everything in between.
Customer experiences on both ends of the quality spectrum are memorable. A truly great interaction with a brand is hard to forget. A negative one is even harder. When we have a friendly experience as a consumer, our perception of the entire brand improves—and that’s what keeps us coming back for more.
The fuel. The juice. The ultimate motivator. It’s been called a lot of things. But what is it? It’s the R-word—recognition. For those who work with other people—which is most of you reading this blog post—the concept of recognition is something you must acknowledge and manage with purpose.
As always, Thanksgiving came and went in a blur of turkey-induced naps, awkward conversations with extended family members, and of course, blockbuster retail deals. Though Black Friday continues to account for a large portion of holiday spending, recent consumer trends have many wondering just how long that will last.
In the past, customer contact centers may have been viewed as a waste of revenue. These numbers prove that companies cannot afford to ignore the reality that contact centers are an important extension of the brand and must adjust their approach accordingly.
When it comes to your business strategy, losing customers can be a hard pill to swallow. And implementing a new program often means an invitation for growing pains—but it doesn’t have to. Focusing your efforts in key places can turn your declining visit share around and drive your business in exactly the right direction. A great example of this principle at work lives right here in KC.
Last week at our Client Connect event in London, the meaning of successful partnership was at the front of my mind. Anytime I review our client portfolio with our account teams, our discussion focuses on this question: “What has the client done with our insights?”
Measurement of employee engagement is an important part of what we do at SMG, and I was thrilled to work with an impactful organization like NACS—whose focus is to make major improvements in employee experiences across the c-store industry.
We know great customer experiences are always worth celebrating—that’s why every day is CX day here at SMG. Even still, it’s easy to focus on data and analytics and forget about the bigger picture. Let’s take this opportunity to step back from the data and celebrate the impact first-class customer experiences have on real people every single day.
Customer loyalty is hard to build—especially among millennials who seek and demand better experiences over better products. Social media has further complicated the issue with a powerful public platform for consumers to let brands know exactly how feel. This means your approach to customer service is more important than ever, and it is essential to rethink your strategy from start to finish.