Why BTOB businsses need to think like BTOC in the next decade?
According to Gartner at least 80% of BtoB buyers now expect the same buying experience as BtoC customers in 2019. Gone are the days when BtoB organizations…
Tag: customer experience
How to ensure your refund experience creates happy and loyal customers
Ever wondered why companies so often have great products and create fairly good in-store experiences but when the customer wants to return items, it seems…
How to design the retail experience of the future
In preparation for this article about omni-channel experience for future retail, I thought first about the definition of omni-channel customer experience. I wanted to share…
Is your organisation interconnected? The employee – customer chain
I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of countries…
Grateful for customer experience heroes
When we launched The Petrova Experience, we did so with the words “in pursuit of customer happiness.” Pursuit of happiness is part of every interaction…
Customer Experience and Chatbots
It seems like every other proposal we do requires our touch on chatbots. This might even increase with 80% of brands wanting to introduce some…
When there’s no chat in Chat Support
Today we talk about chat support, the customer experience VALUE that it creates and the ROI of the business case to implement it. Although we…
My beef with boards
I am a burger lover from way back. Not the global-fast-food-chain type of burger but full, messy fish-and-chip-shop burgers. Long sun-kissed days on the beaches…
Experience is in the little things
A few years ago, I spent a week in Abu Dhabi. Abu Dhabi is the capital of the United Arab Emirates, near the tip of the Arabian…
OmniServ: customer care in action
Treat customers as humans and operational challenges will reduce When BBC correspondent Frank Gardner recently publicised his 100-minute wait for his wheelchair to arrive from…
