CustomerThink Blog
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CustomerThink is a global online community of business leaders striving to create profitable customer-centric enterprises. Main areas of coverage include Customer Relationship Management, Customer Experience Management and Social Business.
CustomerThink Blog
6h ago
Source: Unsplash We all agree to the terms and conditions (T&Cs) for services and products we use without ever reading them. The truth is that there are not enough hours in the day for any of us to really read everything and if you wanted to query one clause on page 57 then what would ..read more
CustomerThink Blog
6h ago
Businesses have access to more customer data today than ever before. However, this abundance of information comes with increased customer scrutiny—customers are increasingly, and justifiably, opinionated about how their data is used, especially with the growing adoption of AI. According to Twilio’s latest State of Customer Engagement Report, 70% of companies are already using AI ..read more
CustomerThink Blog
6h ago
I originally wrote today’s post for GetFeedback. This is an updated version of that article from July 2020. What customers are seeing and experiencing vs. what brands are saying can often be in conflict. The gap between Marketing and Customer Experience (CX) teams is largely responsible for that. In this article, I’ll pose some concepts ..read more
CustomerThink Blog
6h ago
The healthcare industry is undergoing a digital revolution, with mobile apps playing a pivotal role in transforming patient experiences and healthcare delivery. What’s the driving force behind this trend? – Well, it’s simple! Users want more personalized experiences in accessing healthcare services. A study by McKinsey showed that doctors are doing way more online consultations ..read more
CustomerThink Blog
4d ago
It is obvious that the Internet of Things (IoT) stands ready to transform various aspects of our daily routines. While this innovation has endless different applications, some that stand out in the market are smart home automation and health-tracking wearables. Anyway, the point is that the transition from concept to market for an innovative IoT ..read more
CustomerThink Blog
4d ago
According to Forrester Research, in 2023, for the second year in a row, the quality of customer experience among U.S. brands declined. In addition, the Average American Customer Satisfaction Index (ACSI) was 77 (a C+ grade) in 2023 and has been hovering in the mid-70s for years. What’s the missing link? How is it that ..read more
CustomerThink Blog
4d ago
Some of your Customers are idiots. Hey, full disclosure, that includes me. In fact, in some circles, I’m known as the “LCD,” or least-common denominator. As the joke goes, Z is the dimmest bulb in the group, and as such, if I get something, everybody should be able to understand it. Self-deprecation aside, the much-more-straight-faced point ..read more