According to 73% of senior marketers surveyed by the CMO Council, customer experience is critical to their own professional success and to the ongoing success of the business. Stay on top of best practices, resources and peer-powered best practices to stay ahead of the experience curve.
To win with the consumer brand organisations need to rethink how they do business. It is not just about important stuff like designing great advertising, having an elegant in-store presence, a helpful customer service or clever social marketing strategy. It’s about building an organisation that is capable of delivering winning brand experiences at every stage of the consumer journey. MORE >
As one of the leading home appliance manufacturers, Electrolux takes a more classic approach to aftermarket services, with a strong emphasis on their in-house call center. The company meticulously measures and reviews the calls per unit sold that they receive on each product. Over the past year and a half, Electrolux has strategically focused on reducing that number. Brett Townsend, Director of Customer Insights, works with all customer insights related to innovation in order to create products that the customer truly appreciates. The call center provides an easily accessible way for Townsend to gather the data he needs to adjust their strategy and products accordingly.MORE >