Let’s clearly distinguish omni-digital and omni-channel

One of today’s greatest stakes to retain customers’ loyalty, who are becoming always more fickle, is offering personalized and seamless customer care. Even though individualisation has established itself as a prerequisite for quality customer care experience, companies still need to pay close attention to users and consumers on every channel.  ..

Continue Reading

How to Build Customer Relationships long after onboarding

Customer Service relied on the “Relationship” to smooth the way; Customer Experience gave us good governance. Now with the advent of all of the above, we do need a “Customer Success” methodology built into the business that with technology will assist in building relationships long after onboarding and the “Honey Moon” period.  ..

Continue Reading

Customer Success is now a Company-Wide Effort

We live in a world where almost everything your customer needs, is right there at their fingertips.  Because of this, customers become less appreciative and more difficult to please. You know what I mean. We are, after all, also customers! ..

Continue Reading