Experts suggest understanding customer emotion and customer sentiment is the key to unlocking customer experience over the next decade. Forrester recently reported that when it comes to stand-out customer experiences, leading brands rely on emotion to build loyalty. But many marketers and product managers often use “emotion” and “sentiment” interchangeably, even though they are very […]
In looking at 2020 mobile marketing trends, the phrase “mobile marketing” almost feels redundant. At this point, most – if not all – companies have embraced mobile as a focal point for their marketing strategies. Almost everyone has a smartphone in their pocket the majority of the day, so mobile is the best way to […]
“The way we think about this [customer experience] is that it’s not just about customer satisfaction. We live in an experience economy. What that means is that satisfaction is the lowest minimum bar,” Robi Ganguly, Apptentive CEO and Co-founder. When you think about it, this is a scary quote. What Robi’s saying is that just […]
You know customer experience is important, but do you know the tangible business impact of CX? Do you have a full understanding of how customer experience infiltrates every stage on your customer’s journey? Customer Acquisition Customer experience never used to be part of the conversation when it came to new customer acquisition. It was always […]
Watch our webinar to learn how product and research teams can work together to capture the voice of the customer (VoC) and ultimately create better consumer experiences. Sina Yeganeh, Director of Product Management, and Michael Fountain, Head of Product, at Apptentive discuss the ways in which both product and research teams can contribute to the […]
Every year, we publish our annual Mobile Customer Engagement Benchmark Report. The report is meant to serve as a yardstick for companies seeking to understand how their metrics stack up against the market. We went one step further this year, and sliced the data even more to reveal industry-specific insights. In this post, we’ll dive […]
We recently published The Ultimate Guide to Customer Experience, a comprehensive eBook diving into everything customer experience (CX); from breaking down roles and responsibilities to outlining the blueprint for improving CX. But today, we wanted to take a step back and answer the simple question: What is customer experience, and why is it important? According […]
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou This Maya Angelou quote is often used in reference to interpersonal relationships, but we think it can be applied just as well to business relationships. For example, […]
Customer experience (CX) is defined as “the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels, or products” (Gartner). Essentially, customer experience is the culmination of everything people think and feel about your brand. Since CX is this all-encompassing, transformative aspect of a brand, […]
Today, Apple released the latest version of its most popular operating system, iOS (as well as the re-branded iPadOS), to hundreds of millions of customers worldwide. The 13th generation of iPhone and iPad software may seem incremental at first, but if you dig deeper there are some notable changes that may impact your app and […]
