Reinventing an energy conservation company’s customer experience to match its new tech-powered brand.
We often hear CEOs complain that they commissioned a powerful new brand, only to discover that it had little measurable impact on the success of their company. And they feel, with some justification, that they did everything right. What’s missing most of the time in these situations is the client: how is the client “experiencing” the brand?
Customer expectations for a seamless, relevant and engaging experience have never been higher. It’s tempting to focus on the latest technology as a solution, but your brand may be the missing ingredient you need to ensure that your customer experience is distinctive and meaningful enough to drive choice, loyalty and advocacy over the long term.
Staying on top of the latest content about customer experience is a daunting task. To save you some time (and frustration), here is a short list and concise summaries of some of the articles we believe you will find most valuable.