In this week’s best in Customer Experience we look at the role of marketing, customer engagement and even the role of customer service in defining and enabling the best in CX.
In Olsy Soronka’s article, she presents a solid breakdown of customer experience and customer engagement. After this article, you’ll be sure to note the differences and the impact on customer interaction.
MarketingCharts presents this article on the optimization of the customer experience by marketers. Using the findings from a new study, they present some critical research and statistics on marketing changes.
In Liz Kislek’s article, she examines just how marketers are neglecting customer care by focusing on “efficiencies” instead of a more nuanced and careful examination of the customer experience.
In this article by Flavio Martins, he engages with the critical process of employee engagement in order to build a better customer experience. He points out that a revolving door of employees will mean a revolving door for customers as well.
Finally in this article we look at some of the online insurance challenges which present particular trials for your online customer experience. From information overload to customer frustration, this article will address just what you can do to make a smooth and more customer sensitive experience.