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Seven trends in the client journey to watch out for – now and in the future

Image: Clients are emotionally invested in banks, as the custodians of their money/Unsplash
You’re about to call a cab. As you open the app, you get a pop-up message from your bank warning you that three of its other clients experienced poor service from this provider. So, you choose a different ride.
This could be the client service journey of the future. A hyper-personalised approach where your bank acts as your financial friend assisting you at every touchpoint of the value chain, including your interactions with other service providers. In this world, clients know the value they hold. And brands must offer world-class service as a benchmark, not a bragging point. ....

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Logitech Harmony Is Dead. Here's How the Smart Remote Lost Its Way

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Quin Werthauer was enjoying a cup of coffee in his kitchen when he heard the news. “Oh, shit,” he thought as he read the email on his phone. “They finally did it.”
For the last decade, Werthauer has run a repair store for Logitech Harmony remotes out of his home on Long Island. A client had sent him word that the company was giving up on the product line, and that it would no longer manufacture what had become the gold standard in remote controls. It would sell off whatever stock remained, and keep adding to its sprawling database of supported devices. But otherwise, kaput. Powered off. Sent to that big charging cradle in the sky. ....

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Gucci tops the list of most popular luxury brands online, study says

Dive Brief:
In a year when a strong e-commerce presence was critical for brands, Luxe Digital found that Gucci searches comprised 15.2% of all search queries for luxury items, making it the most sought-after luxury brand online. Coming in second and third place were Chanel (11.6%) and Hermès (10.2%), per the report.
Versace and Hermès have seen notable growth since last year. However, Balenciaga descended to number 12 on the list, which the report partially attributes to the decline in popularity of its sneakers.
Luxe Digital predicts that China will become the largest luxury market in the world by 2025. Brands have been using Tmall s Luxury and WeChat boutiques, the most popular platforms, to connect with Chinese consumers, according to the report. ....

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Brands could lose fickle Gen Zers over poor digital experiences, survey finds

Dive Brief:
Brands are vulnerable to losing younger consumers who are less tolerant of poor digital shopping experiences and will quickly move on from brands. Eighty percent of Gen Zers said they re more willing to try new brands online than before the pandemic, while 57% said they re less loyal to brands than before the crisis, digital experience management software company Sitecore found in a study.
More than one-third (38%) of Gen Zers say they allow a brand just one second chance to fix a mistake before switching to a rival. About three quarters (74%) of survey respondents said they ll find another retailer if an online store is out of stock, while 37% have abandoned a purchase or posted a negative review because of a poor digital shopping experience. ....

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Hair Trends to try in Spring

Hair trends for spring season ....

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