Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: keep the customer at the center of the banking experience. Subscribe to receive these stories and more every week in your inbox. Strong relationships are the result of a consistent customer experience that…

So many companies are talking about customer experience (CX). They’re putting it at the top of the corporate agenda. They’re creating new positions within their organizations and hiring customer experience representatives. They’re making CX software part of their investment priority. And they’re viewing customer experience as the single most important way for their organization to…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Customer experience writer Blake Morgan notes that the companies that build personalized relationships will succeed. Subscribe to receive these stories and more every week in your inbox. The companies that build personalized relationships are…

A consumer scrolls through the first search results page after typing in “insurance agents in Chicago” in the familiar rectangular Google search box. He clicks on your agency’s website. He calls the number listed on the homepage. It’s 2 p.m. on a Wednesday, but no one answers. So he clicks the back button on his browser,…

In case you haven’t heard, there’s a shift taking place in the automotive industry. After a century of the car being the center of the American dream, a symbol of individual freedom, automotive manufacturers are facing a new challenge. Car sharing, self-driving cars, and urbanization are just some of the trends paving the way for…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Healthcare companies can violate federal law when responding to online reviews if they are not careful. When Responding to Online Reviews, Keep HIPAA Guidelines in Mind  When responding to online reviews be sure…

Customer-Journey-Map

Without context, customer data is useless. We’ve seen this before when we collected online reviews from 51 Carmax locations. A customer journey map is a tool that provides critical insights necessary for success – from customer acquisition to retention to customer advocacy. Customer Journey Map, Defined By mapping the customer journey, brands get a high-level…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Blake Morgan interviews SAP CMO Maggie Chan Jones about the evolving role of the CMO. Subscribe to receive these stories and more every week in your inbox. The Changing Role of the CMO…