Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Insurance companies must rethink the customer journey. Insurance Companies Must Rethink The Customer Journey, According to CX Expert Insurance companies must work to rewrite the customer journey, writes Blake Morgan, customer experience expert.…

For businesses of every size across every industry, online brand reputation has become one of the most powerful drivers of revenue and growth. Whether you’re managing a small- or medium-sized business with one location or an enterprise-level organization with hundreds or thousands of business locations, your ability to monitor, influence, and improve the way your brand…

These days, it’s hard to imagine how we ever got along without smartphones. Calculators, road maps, databases, photo albums, and even credit cards can all live in a single space the size of our hand. And since we can access all of those things — and more — with a few swift taps, it’s no…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: CIOs should be involved in customer experience. Subscribe to receive these stories and more every week in your inbox. Can We Do That? CIOs Should Be Involved in Customer Experience Chief information officers should…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: create emotional experiences with consumers by responding to customer feedback. Subscribe to receive these stories and more every week in your inbox. Customer Communication is Key to Loyalty The way you communicate with…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: The ability to provide an enhanced customer experience starts with improving workplace culture. Subscribe to receive these stories and more every week in your inbox. Customer Experience Starts with Workplace Culture  The Wells…

There’s no shortcut to creating a great customer experience. It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. In today’s consumer culture, the creation of a great customer experience — and the ability to continue redesigning the experience — gives companies the opportunity to solve problems,…

Thanks to the growth of sites like Yelp, TripAdvisor, Google, and Facebook, online reviews have become one of the most important factors influencing consumers’ purchase decisions. It isn’t just customers who are writing reviews of businesses. Employees are making their voices heard, too. Reviews (and Your Responses) Can Boost Your Employer Brand A key part…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: The online and offline shopping worlds now blur, according to Walgreens Boots Alliance. Subscribe to receive these stories and more every week in your inbox. Offline and Online Shopping Worlds Blur Together Consumers…