Tag Archives: customer expectations

Consistency Makes Good Customer Experiences Better

15 Feb

Consistency makes good customer experiences better for all parties. Thus, we must ask. Are firms doing well with customer service (the customer experience). Or is it just hype? Some firms are doing well, other not so much. And consistency of the customer experience is essential for their loyalty. As a result, customers must be satisfied EVERY TIME they interact with a firm.

According to Forrester:

“Today, there are growing consumer expectations, rising customer churn rates, and more options with lower barriers to switch. Therefore,  a firm’s customer experience (CX) moves to center stage. And CX leaders grow revenue faster than CX laggards. In addition, they drive higher brand preference. Also, they can charge more for their products.”

Before moving to today’s topic, look at these posts:


Consistency Makes Good Customer Experiences Better

For this section, we turn to observations by Connie Harrington for Customer Think. First are some insights. Then, we show a few graphics:

“Creating a single standout customer experience (CX) may get a customer’s attention — but does it win their loyalty? Not always. Companies that have made progress along the CX path recognize that delivering consistent experiences across multiple interactions helps fortify customer loyalty. Fostering consistency in experiences is becoming essential as customers use multiple channels to engage with brands.”


“According to 2017 research from Forrester, 95% of customers use three or more channels to connect with a company in a single service interaction, with 62% using more than one device. And Accenture research has found that 65% of customers expressed frustration over inconsistent experiences or information presented across channels.”

Consistency Makes Good Customer Experiences Better

Image Source: SlideShare


“Today, consumers are more likely to conduct research—and consider multiple brands or products–before making purchases. A recent study found that two-third of customers research products online before shopping for them in a brick-and-mortar store. Over half follow this research online, buy offline process frequently or every time they shop. Many consumers do the reverse as well. In the same study, more than half of surveyed consumers said they will go to a store location to see products in person before buying them online.”

Consistency Makes Good Customer Experiences Better

Image Source: Retail Dive


Trust and consistency go hand-in-hand. In fact, McKinsey’s research in the financial found that brands that cultivated the strongest feelings of trust were more likely to deliver consistent customer journeys. Cultivating trust can have far-reaching impacts on a business. According to the Edelman Trust Barometer, when customers trust companies, they are more likely to believe positive information about the company—and the opposite is true for companies they distrust.”

Consistency Makes Good Customer Experiences Better

Image Source: Clear Action CX


Useful Free TrendWatching Resources

9 Feb

On a regular basis, many of of us anticipate and stay current with the latest trends. And predictions for future trends. As we reported before, TrendWatching represents one valuable source in this area. Thus, today’s post considers useful free TrendWatching resources.

During just this past year, these posts highlighted the importance of studying trends:


Background: Useful Free TrendWatching Resources

According to its Web site, TrendWatching describes itself as follows:

“Established in 2002, we have hubs in London, Singapore, New York, Amsterdam, São Paulo, and Lagos. And we help forward-thinking business professionals in 180+ countries understand the new consumer. As a result, they can unlock compelling, profitable innovation opportunities.”

In monitoring trends, the firm uses 2,000+trend spotters and in-house experts across 55 countries. Why? Take a look at this chart. To see a larger version, click on the image.

Useful Free Trendwatching Resources

And click here to access a “3 minute overview” of TrendWatching.


Links to Useful Free TrendWatching Resources

Besides to its paid clients, TrendWatching offers a number of FREE resources. And here we cite just some of them:

  • At this page, TrendWatching summarizes its free resources.
  • As an ongoing resource, TrendWatching publishes “TrendWatching Quarterly: the definitive viewpoint on consumerism’s most pressing issues.” For the free signup, click here. [You can also opt to receive “Innovation of the Day .”]
  • Now, click the images to see examples of trends around the globe. To illustrate, featured below are articles on these areas. Overall trends. And trends in Africa. And trends in Asia. In addition, Latin trends. Also, read the stories on brands, the customer experience, truthful consumerism.

These are just a selection of the free resources from TrendWatching. Do not be a copy cat or laggard. Be a trendsetter. And awareness is the key to good strategies.

Overall Trends

Useful Free TrendWatching Resources -- Overview

Trends in Africa

Useful Free TrendWatching Resources -- Africa

Trends in Asia

Useful Free TrendWatching Resources -- Asia

Latin Trends

Useful Free TrendWatching Resources -- Latin



Useful Free TrendWatching Resources -- Brands

Customer Experience

Useful Free TrendWatching Resources -- Customer Experience

Truthful Consumerism

Useful Free TrendWatching Resources -- Truthful Consumerism

Getting Great Online Customer Reviews

2 Feb

For the huge number of firms using digital media, getting great online customer reviews is a must. And this post addresses that topic.

These prior posts relate to today’s topic:


Background: Getting Great Online Customer Reviews

Before we present tips for getting great customer reviews, consider these observations from

“Winning rave online reviews from customers for your products or services is one of the best feel good factors of running your business. But no matter how high their standards of service or quality of products, firms soon discover the downside of the online consumer review phenomenon — customers saying bad things about their business. When you get a bad review, whether from a customer with a legitimate gripe, or a serial nitpicker, you must be prepared to deal with it. Ignoring it isn’t an option. Because that looks as though you don’t care and it can escalate into a bigger problem. But dealing with negative reviews in a positive way not only minimizes the impact of unflattering comments, it can also help you win new business.”

Click the image to read more from Coleman.

Getting Great Online Customer Reviews

A five-star business/Photo credit: Shutterstock


Tips for Getting Great Online Customer Reviews

Now we ready are ready for some tips to generate positive reviews.

So, consider these observations from Ajay Prasad, writing for Business to Community:

“In this new interconnected world, word-of-mouth buzz matters more than ever before. And that’s why you need to convince your customers write software reviews. Consider these stats. 74 percent of consumers say they consider word-of-mouth buzz before making a purchase decision, according to Ogilvy. Also, 84 percent of consumers say they trust recommendations of family, colleagues, and friends, according to Nielsen. In addition, 88 percent of people say they trust online reviews written by other consumers as much as they do those from personal contacts, according to BrightLocal.”

Here are five tips from Prasad:

  1. Keep it simple. Thus, make sure to use a platform that makes it easy for users to leave reviews on your site.
  2. Put review options in prominent positions. Integrate customer feedback into your site’s content.
  3. Build credibility. As we know,  bad reviews can hurt. But you shouldn’t discriminate against them. Why? Because leaving them on the site builds trust and credibility.

  4. Don’t overlook video. At present, 55 percent of people watch online videos every day. Therefore, don’t overlook video when it comes to convincing customers to write online reviews.
  5. Encourage site visitors. For example, let visitors know that anyone who writes an online review will be entered into a drawing for a chance to win some sort of prize. But be careful not to give the impression that you are trying to buy positive reviews.

To read more from Prasad, including four other tips, click the image.

Getting Great Online Customer Reviews


Behind the Scenes Nike Just Does It

1 Feb

Behind the scenes Nike just does It. And this is a truly iconic brand. Nike really gets the value and nature of great marketing.

And we demonstrate this here: Greatest All-Time Brand Logos. Brands That Millennials Love. Personalized Marketing’s Future Looks Engaging: Tips. Competitive Advantage Via Animated Logos.

As Nike’s Web site notes:


“NIKE, Inc. fosters a culture of invention. We create products, services and experiences for today’s athlete while solving problems for the next generation. Sustainable innovation is a catalyst to revolutionize the way we do business. And an opportunity integrated across our business in policies, processes, and products. We use innovating solutions that benefit athletes, the company, and the world.”

Now, check out Nike’s video on equality:

“Listen. These are the voices of our athletes taking the platform their sport has given them. And using it to better the communities they represent. When athletes speak up to inspire all of us to act. To inspire all of us to get involved. And to inspire all of us to create change. Thus, we want to make sure that their voices – and every voice – are heard every time. So. listen. Because equality isn’t a game. But achieving it will be the greatest victory. After all, that’s why we commit to fighting for change until we all win.”

And finally, click the image to visit Nike’s main consumer Web site.

Behind the Scenes Nike Just Does It


Behind the Scenes Nike Just Does It

As 16Best.net notes:

“When Phil Knight wrote one of his college papers when he decided to start his own shoe company. In half of a century, his initiative turned into the world’s biggest athletic footwear, apparel, accessories, and equipment selling company. Find out the most interesting facts and stats about Nike in the infographic below.”

Behind the Scenes Nike Just Does It

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