Customer Expectations

  • InMoment Study Reveals 6 Unexpected Keys to Personalization

    … Marketers associate personalized experiences with well-targeted advertising while consumers associate their customer experience (CX) with support and purchases. In fact, 45% of consumers prioritize having a personalized experience for support interactions over those dealing with marketing Tweet This! or purchase process personalization. The gap…

    Douglas Karr/ Marketing Technology Blog- 21 readers -
  • How Southwest Airlines Failed Customer Expectations

    … expectation management and how not to manage clients. Here’s what happened: I had a trip booked for business and last minute could not make it. I did not call to cancel with all the chaos. I had to cancel because my wife had to travel out of country to be with her mother on a medical emergency and I had to stay home with our two children. Of course…

    39 Celsius Web Marketing Consultingin How To's- 9 readers -
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