Why so Many Companies Fail to Deliver on Customer Service
It is disheartening to experience such a race to the bottom.
This past week I made three separate inquiries about a recent booking to American Express Travel, the last one on Twitter because I was hoping against hope... No response. [read more]
+++
CMOs Play Greater Role in Delivering Customer Experiences
A recent survey (requires email to download) from Neolane and The CMO Club found that 9 out of 10 CMOs say they are personally responsible for the overall customer experience for their brand, yet may not be fully equipped to lead this critical function for the business. [read more]
+++
Nordstrom's Big Secret
"Improve customer service."
And that is a direct quote from Jamie Nordstrom, president Nordstrom Direct.
Of all the good moves the luxury fashion specialty retailer makes as part of its digital strategy, the best one is remembering that serving customer in store remains a winning proposition.
Digital has changed customer expectations. [read more]
+++
Valeria is an experienced listener. She is also frequent speaker at conferences and companies on a variety of topics. To book her for a speaking engagement click here.