The priority of Customer Experience Management (CXM) is fast growing and marketers are learning quickly on how to deal with this perspective. To support this learning process, VEMT summarizes our field-practices and formulates 7 key principles that marketers should use to apply, learn about and teach others about Customer Experience Management. CXM is a culture, not a project It should…
When it comes to order tracking, consumers tend to check the order status 4.7 times per order. Most webshops leave that service to couriers like DHL, Fedex, Royal Mail, PostNL, DPD, Deutsche Post, or Parcelhub and just pass on the track & trace code to their customers. It takes a few moments to realize that, at an average number of…
"Investing in growth" That's how Deloitte presents their advice for retailers in 2019. While the market is at an inflection point of a switch between good years and maybe not-so-good years ahead, retailers that want to make a difference should focus on investing in their customers, with 'loyalty' as the main strategy to go for. We like the practical, yet…
Early 2016, we wrote an article about 'Changes in the Marketing department', which we see happening daily at our (potential) clients. It's time to update that article, because even more things are happening in today's Marketing Departments. Customer Experience (CX) is the new marketing battlefront. This is a quote from Gartner. We think it's by far the most important development for…