Elevate your brand experience with the latest ideas and insights on marketing technologies, strategies, and ways to improve connections with your customers.
What does great CX look like? And what do customers want, anyway? To answer those questions, let's identify less obvious CX leaders — no "Amazon," "Zappos," or "Nordstrom" responses allowed. Instead consider Chewy, KEH, OtterBox and Sub-Zero.
Customer experience is what gets people excited and want inspires them to continue doing business with a company. It's how businesses compete today, Arke VP of Strategy Margaret Wise explained at Arke's 3rd annual Customer Experience (CX) Summit.
Educating your clients is the first step in customer experience. Then you can build their understanding to help them make informed decisions, said Ryan Kramer of Atlanta-based Secureworks, a global cybersecurity company.
"How do we connect with our potential consumers before they even think that they need a mattress?" That's the question Michelle Montgomery, VP of marketing communications for Beautyrest at Atlanta-based Serta Simmons Bedding Co., said her company asks to stay relevant.
"Customer experience enables us to compete on something beyond price, lead-time, inventory, stock position. At the end of the day, we want to make sure we help our customers be more successful," said Sabrina Sexton, a marketing leader at Stanley Black & Decker.
UPS Marketing Director Kelly Brock said companies have to constantly reinvent themselves. "We couldn't stay in business for 110 years without constantly changing to meet the expectations of our customers and what the market demands," she said. It's the key to better customer experience.