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Customer Engagement: From Core Competencies To Business Outcomes

May 3, 2022 by Kerry Bodine

Customer Engagement: From Core Competencies To Business Outcomes

Pop quiz! What does it take to deliver effective, coordinated cross-channel experiences in today’s business landscape? If you answered “data,” you’re not alone. In a recent survey of 1500+ marketing leaders, customer engagement platform Braze found that three of the top four challenges that marketers face related to customer engagement revolve around data: Collecting, integrating, (Read More...)

New Study Shows Major Disconnect Between Companies And Customers

Oct. 1, 2021 by Kerry Bodine

New Study Shows Major Disconnect Between Companies And Customers

Earlier this week I posted about a study commissioned by the CRM platform Insightly, which showed the lengths that consumers and business decision makers would go to in order to avoid stressful customer service interactions. While the consumers and business decision makers in this study were clearly aligned on their feelings about the issue resolution (Read More...)

Waiting In Line At The DMV? A Month With The In-Laws? Find Out What’s Worse Than Dealing With Customer Service

Sep. 28, 2021 by Kerry Bodine

Waiting In Line At The DMV? A Month With The In-Laws? Find Out What’s Worse Than Dealing With Customer Service

I don’t often run across survey data that makes me literally laugh out loud. But a recent — and somewhat cheeky — study commissioned by the CRM platform Insightly had me rolling in my desk chair. Thirty-one percent of U.S. adults reported that they’d rather wait in line at the DMV than try to resolve an issue (Read More...)

Voice Your Opinion — Win Fun Prizes!

Sep. 14, 2021 by Kerry Bodine

Voice Your Opinion — Win Fun Prizes!

How important is customer empathy? Does developing customer empathy across an organization lead to positive business outcomes? What best practices can you leverage in linking customer empathy to business results? I’m partnering with Alida and the CXPA to find the answers to these questions — and if you’re a customer experience professional, we’d love your (Read More...)

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FREE eBook: The 2021 CX Outlook

Jan. 27, 2021 by Kerry Bodine

FREE eBook: The 2021 CX Outlook

Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020 still remain. And, at least here in the United States, we’ve ushered in the new year with political turmoil that almost guarantees the year ahead will give 2020 a run (Read More...)

Top 10 Customer Experience Posts of 2020

Dec. 30, 2020 by Kerry Bodine

Top 10 Customer Experience Posts of 2020

It’s been… a year. And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. content that CX professionals leaned on most during this trying time. Because as it turns out, customer experience is even more important during a pandemic than it ever (Read More...)

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