Customer Experience Blog En (21)

   This blog features interesting news, trendwatching  and research data, best practices and interesting comments on the Customer Experience Management field. It is created for executives who lead the inspiring future of customer journey, the ones who strive to improve their service levels ensuring constant innovation.You are welcome to share your thoughts, opinions and experiences on what you most enjoy and what you would like to improve on every customer touchpoint during your  entire journey.

Research

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Research

"Women browse online 20% more than men do, and spend more money online in most categories. Not surprisingly, women are more attuned to sales and are more likely to access coupons to save money.
On the other side, recent research has found that men are out-shopping women in online luxury categories."

Daphne Howland, Retail Dive

About Consumer Behavior

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About Consumer Behavior
“You are not the only one who’s confused by consumer behavior. Consumers themselves aren’t behaving as they should”
Post Demographic Consumerism Report
November 2014
www.trendwatching.com 

What is Customer Service?

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What is Customer Service?
“Most people say Customer Service is a Strategy…Customer Service is not a Strategy…it is a way of life..The right question is : How do I do it with my heart? Perception is reality to the eyes of the customer“
Kay Valenzuela
President of ICSA LATAM
ACEF 2014

Contemporary Consumers

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Contemporary Consumers
     “Contemporary consumers expect more, trust peer to peer information , find and compare prices and offers and they have a never ending source of choicing..     
     Contemporary consumers want to feel like leading actors..     
     Consumers can pre-order and think at the conception stage ..Create platforms and virtual magic mirrors that reflect images and transmit data..”
Elena Marinoni
Trendwatcher
ACEF 2014
 

Emotions versus Logic

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Emotions versus Logic
“75% of clients decisions is influenced by emotions ..”
Marieke Van der Laan – Johan Van der Water
You Make the Difference
ACEF 2014

Customer Delight

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Customer Delight
“87% of delighted clients recommend your company to friends and acquaintances  ..”
Marieke Van der Laan – Johan Van der Water
You Make the Difference
ACEF 2014 

Customer Lifestyle

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Customer Lifestyle
“Individuals are able to personalize and express themselves through their consumption to a greater degree than ever before”
Post Demographic Consumerism Report, 2014
www.trendwatching.com 

About Consumer Interesting Demographics

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About Consumer Interesting Demographics
“In the UK , women now account for the majority of video games players, and there are  more gamers aged over 44 than under 18 ”
Internet Advertising Bureau
September 2014

Social Media Demographics

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Social Media Demographics
“Twitter’s fastest growing demographic between 2012 and 2013 was the 55-64 year age bracket, growing 79%” 
Buffer, July 2013
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