Trends Archives - Bodine & Co.

Customer Engagement: From Core Competencies To Business Outcomes

May 3, 2022 by Kerry Bodine

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

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

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

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...)

FREE eBook: The 2021 CX Outlook

Jan. 27, 2021 by Kerry Bodine

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...)

3 Questions To Guide Your “New Normal” Customer Experience Strategy

May 11, 2020 by Kerry Bodine

As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold. To succeed throughout the rest of the pandemic and (Read More...)

Your One-Stop Guide To Customers’ Behavior During The Coronavirus Pandemic

Apr. 9, 2020 by Kerry Bodine

No big shocker here: We’re all buying more groceries and toilet paper, shifting more purchases from in-store to online, and binge watching Tiger King. But how is our collective shelter-in-place behavior affecting a broader swath of industries? And how can businesses both large and small best engage their customers during this time? With data starting (Read More...)

4 Lessons From Amazon’s Bungled TV + Shopping Integration

Mar. 29, 2020 by Kerry Bodine

Note #1 — I’m posting this now because: It’s timely to the launch of Amazon’s new show Making the Cut, which premiered on March 27, 2020. It will be, I hope, a helpful reference for people designing integrated TV + shopping experiences in the future. It gave my brain something to focus on other than (Read More...)

5 Ways To Rethink Customer Experience In The Face Of The Coronavirus

Mar. 18, 2020 by Kerry Bodine

Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for. You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial (Read More...)