Customer Experience News #58 CX Tips, Successful VoC, Customer Retention and Coles

David Thompson

CX Tips from Twin Cities Experts (4-5min)
The city of Minneapolis is something of a customer experience hub, being home to the Customer Experience Professionals Association and high profile local members Lou Carbone, Joseph Pine and Dan Wallace. In this article these CX practitioners and respected thought leaders share their customer experience insights.

Elizabeth Arden’s VoC More Than Cosmetic (3-4min)
Most companies have some form of customer listening program, however many struggle to turn insights into action. Iconic beauty brand, Elizabeth Arden is one company that is successfully using a highly developed customer insights program to inform product and design innovation. Here’s how they do it…

New Customer Retention Report (3-4min)
Global research by CMO Club has found that a majority of CMOs are unhappy with their organisation’s customer retention rates, but continue to focus their efforts on acquisition – rather than investing into engaging and retaining the customers they work so hard to win. The report identifies the companies that successfully track their customers across the journey and deliver positive experiences every step of the way.

What Goes Around Comes Around (4-5min)
This article in the SMH argues the recent ‘I’m Free’ campaign by Coles was a “genuine attempt to exceed service expectations” and as such it should be applauded, for reminding companies of the value and the customer experience opportunities that still exist in human to human service.

About the Author

David Thompson

David is a highly experienced Client Director focused on developing and nurturing strong agency/client relationships. He contributes strategic value to the planning process and ensures alignment with project objectives.

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