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In all my years of meeting about customer responsibilities, I have never once been in the same room both with those who actually lead the move to customer centricity and with the people that prevent the move to customer centricity.View the whole blog: Customer Experience Best Practices
Retailers no longer have to constrict digital engagement with consumers to online shopping, as new technologies are giving them the capability for cross-channel interaction within their stores.View the whole blog: Electronic Avenue: how stores can use digital technology to create a customer-driven experience
Customer experience as a concept has huge support. Few argue that customers aren’t important, and we know how even small experience changes can have major business impact.View the whole blog: Understanding customers in the context of service design
If you run a busy online store receiving a bucket load of orders by the hour, you might not have much time to think about how you communicate with your customers once they have ordered from you!View the whole blog: SMS Marketing - Improving Customer Engagement
We talk a lot about reviews for good reasons. They are an extremely powerful influence on the consumer journey.View the whole blog: Bazaarvoice blog
If you've ever gone on an extended outing with several friends, you're sure to appreciate the value of having a shared vision among all, from the outset of your journey, about where you're going and why, how fast you'll go and when you'll pauView the whole blog: Customer Experience Best Practices
Customer experience is now being defined by what occurs in the back office, but research shows that while automated processes in the back office are highly efficient, when it comes to the service phases where employees become involved, ineffiView the whole blog: The Genesys View: From good to great customer experience