a customer experience newsletter
(this week’s newsletter is a 7-minute read)
WHAT’S JOURNEY NEWSLETTER?
Journey is a weekly newsletter from Y Meadows that curates the best thought leadership at the intersection of technology and customer service.
Don’t worry–we don’t spam. If you’d like to leave, unsubscribe at any time.
In This Week’s Newsletter
Global experience agency Isobar has published the results of an exclusive study of over 1,350 global chief marketing officers assessing the evolution of customer experience design in the age of Covid-19.
In 2020, faced with the challenge of a global pandemic with unprecedented economic impact, it might have been reasonable to see CMOs shy away from creativity and focus on optimizing tried and tested approaches. Contrary to expectations, in their recent survey, Isobar saw a significant increase in the value CMOs place on ideas and innovation in shaping CX strategy.
Continue reading for FOUR (4) critical insights from the report:
1. The Power of Idea-Led Experiences
2. Peak Personalization?
3. Augmenting Humanity
4. Digital Data Infuses Physical Spaces
A great customer experience helps companies to get more leads, convert more of them into paying customers and get them to refer more people, thereby boosting both the company’s brand and bottom line. Achieving that excellent customer experience is the goal of Customer Relationship Management (CRM) and the diverse tools and processes that have been developed to facilitate it. A great piece from Entrepreneur.com details the undercurrents of an oncoming CRM revolution.
Big Data and Personalization
“Identify your unique benefits. Develop commercial insight that challenges customers’ thinking. Package commercial insight in compelling messages that “lead to.” Equip reps to challenge customers.”