Blog on Customer Engagement

More and more journeys are done online – it seems that there is a big need for an approach to understand the customer journey in the online world more detailed than market research can offer and much broader than just about the owned touchpoints.   Smart customer insights 2.0

Customers want the salesperson to help them make the right decision with ‘Rep highly knowledgeable’ ranking the highest of ‘key aspects of the sales process’. Unfortunately, this is only delivered in 16% of instances, with 60% of buyers indicating that sales people are poorly prepared (IDG). http://whataboutthecustomer.com/point-of-sale/why-sales-engagement-is-fundamental/

With Voice of the customer (VoC) you can capture the perceptions of your customers and thus you are able make improvements where necessary. However, you need to consider the whole value chain as this is extremely valuable in customer experience management and as it supports mutual value creation. For more […]

97% of the Swiss shop online. Despite all the convenience, online-shopping cannot serve all the experiences which offline-shopping can deliver. The 2017 e-commerce study by Futurecom sheds light on the offline- and online-shopping behaviour of customers. For more information read here.

The Swiss retail industry is facing enormous losses. But don’t step in the sales trap – these days every retailer gives customers discounts. Instead of sales actions, deliver your customers real value and create customer engagement. In this way, your customers will become more loyal and will buy again – […]

While e-commerce gets more and more important, store-based retailing does not seem to lose its attractiveness. Thus, retailers must find a way to combine the advantages of both concepts to meet customers’ expectations and increase profitability.   Create an omni-channel experience for your customer!

Based on our research the influence of salespeople is decreasing in most industries. You know why? Because salespeople are desperately in need of an upgrade.   Digitisation of the salespeople not just the physical POS

Defining a differentiating customer experience for your company is a challenge in itself. In our experience, however, the really challenging task is to deliver this experience to customers in a consistent way across all touch points. To achieve this, all of a company’s touch points with its prospects and customers […]

In most industries potential customers look for information and decisions facts when considering buying a product or service of a specific company on the respective commpany’s website. This is great news, if your website delivers the decision facts and customer experience consumers expect from their visit. Unfortunately, far too often […]