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When Things Go Wrong: Customer Communications Dos and Don'ts

When Things Go Wrong: Customer Communications Dos and Don'ts
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5 Customer Experience Lessons to Take Away From 2020

PHOTO:
Clark Young
Let s start by stating the obvious: Customers changed during the pandemic. They adopted new behaviors. They switched brand loyalties. They stocked up on products, causing a dearth of paper goods, cleaning supplies and personal electronics.
And businesses, especially small ones struggling to survive, had no choice but to come along for the bumpy ride. To their credit, many small to midsized companies pivoted just as resiliently as their clientele. They zigged, zagged, maneuvered â sometimes many times a day. This helped them keep the lights on, of course. It taught them some key customer experience (CX) lessons that every marketer should know and keep in mind for 2021. ....

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Key Considerations for Insurance Company Mobile Apps

PHOTO:
Piman Khrutmuang
Businesses across verticals have introduced mobile apps as a means to improve customer experience (CX). Each vertical has its own needs, some more specialized than others. Case in point: insurers. Insurance apps are designed to make it simple for customers to apply for or renew policies, make payments, file claims and handle other needs.
However, not all insurance apps are built the same.
According to the Mobiquity Friction Report, developers should consider the following when designing a mobile app for the insurance industry.
What Features Influence Positive Reviews?
Ratings and reviews drive customer downloads, so focus on the features that are most likely to create positive reviews, said Brian Levine, Mobiquityâs vice president of strategy and analytics. ....

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What Innovative Experience Leadership Can Deliver in 2021

PHOTO:
Äá»©c Máº¡nh
How can leaders deliver exceptional, engaging brand experiences in 2021 â especially after all of the disruption of the past year? Leaders must consider what employees as well as customers need and be willing to take a hard look at the context we find ourselves in after a rapid shift to online engagement.
We ve become more reliant on technology for work and personal tasks, and having more experiences without human interaction. Thatâs made many of us more impatient, because we can t interact in the ways that we once did, or in ways that we prefer.
Thereâs another big change happening, too: The convergence of customer experience and employee experience. ....

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How the Hotel Industry Is Trying to Woo Back Customers

PHOTO:
Marten Bjork
The pandemic hit the hotel industry hard in 2020 as people cut back or entirely eliminated travel plans and huge profit generators like trade shows and conferences fizzled out.
The American Hotel & Lodging Association (AHLA) predicts that 56% of consumers will return to traveling this year, but expects business customers to hold off longer, leaving half of hotel rooms unfilled.
Some hotels are taking proactive steps in response to lure customers back and bolster occupancy levels.
Capitalizing on Royal Connections
One example is the Drake Hotel in Chicago, which has hosted the rich and famous over the years, including Princess Diana in her only visit to the city. The hotel is currently offering 100 days of $100 rooms as well as a contest for those who wish to spend a night in the Princess Diana Suite. ....

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