Customer Experience

When Your Brand’s Customer Experience is Underwhelming — What To Do?

Managers are Routinely Unaware of How Customers Actually Rate Their Customer Experience. It’s a startling fact. We know 80% of organizations believe they deliver a “superior experience” to their customers; however, only 8% of customers feel the same way. We’ve shared the top five most common reasons Why Brands Believe Their CX is Better Than […]
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3 Essential Elements for Delivering Exceptional Experiences

Today, the importance of delivering high-quality experiences to customers as they encounter and interact with a brand cannot be understated. In fact, a whopping 85% of marketers who participated in a recent Ascend2 survey said that delivering an exceptional customer experience is an extremely important part of their strategy.  Businesses of all sizes and industries […]
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How to Improve your Employee Experience From the Ground Up

We’ve all been there, stuck in a job where management treats you like a number, not a person. It’s a soul-sucking feeling that can make even the most passionate employee hate coming to work. The last thing you want as a manager or executive is for your employees to dread coming to work daily. After […]
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Top 6 Proven Strategies To Boost Your Employee Experience

In this day and age, companies can’t just get by with basic offers like health insurance and PTO. They must go the extra mile to deploy employee experience strategies that will ultimately foster a more engaged, happier, and productive workforce.  Essentially, employee experience is the combination of all the interactions workers have with your company. […]
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The 10 Pillars of Customer Experience Your Customers Care About Most

Got an appetite for all things CX? Check out our entire CX series. Part 1:  The Two CXs You Have to Deal With — Customer Experience vs Customer Expectations Part 2:  The Audience Experience is More Important than Customer Experience Part 3:  Why Brands Believe Their CX is Better Than It Really Is Part 4: […]
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How to Foster Employee Creativity to Keep Your Marketing Strategy Innovating

Digital marketing is hard to organize, but it is even harder to innovate. Once a business discovers a tactic that really works well, it becomes too easy to just focus on that one method and pour all your resources into it. I’ve seen this happen again and again for a good reason: It is profitable. […]
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Research: 5 Insights on Improving the Employee Experience

A top priority for marketing professionals is analyzing and improving the customer experience. We talk to customers, pour over the data, build the necessary technology stack, use customer journey mapping, build feedback loops, and more.  But what about improving the employee experience?  Improving the employee experience involves all departments and leaders in an organization. Marketing, […]
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Great Customer Experience Starts with Great Employee Experience

If you only get three things from this blog post, one would be, you can’t fool your customers if your employees aren’t happy.  We recently did a project for a company in San Diego where the company was not delivering on their brand promise, and then expecting marketing to try to solve it by papering […]
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Walmart’s Bot-Based Order-Picking System Goes National

Walmart is set to begin building out the number of U.S. stores that double as automated fulfillment centers as it responds to a huge uptick in demand for its curbside and delivery services and pushes even further into omnichannel retail. Tom Ward, svp of customer product at Walmart U.S., said the retailer is “planning dozens… …

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What Marketers Should Know Before Building an Amazon Keyword Strategy

Performance marketers shouldn’t just transfer their Google keywords to Amazon. Consumers intending to buy products search for them on Amazon and Google, but they become customers on each platform differently. Before building an Amazon.com keyword strategy, SEO experts advise marketers to remember that Amazon is a search engine housed in a marketplace. The entire point… …

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How Walmart Plans to Become a Force for Good

Key Insights: To be a better steward of the environment, Walmart committed to reducing emissions to zero by 2040. The retailer’s commitment to greater inclusion extends beyond the workplace. The events of 2020, from the Covid-19 pandemic to the Black Lives Matter movement and the wildfires raging out west, have amplified the pressure on brands… …

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Why Customer Experience is the Ultimate Marketing Tool

Want to ensure long, loyal relationships with your customers? Make sure your customer experience prioritizes ease, speed, and accuracy.
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Customers Who Complain the Most Are Actually the Most Profitable to a Brand

As customers go, those who complain the most are also the most profitable to a company’s bottom line. So how can brands ensure those customers who bring in the bucks also have a good experience? That was the focus of the session (above) at Adweek’s recent Elevate: Creativity conference. “There’s no point in spending all… …

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