Top 5, mobile customer experience is as important as prices and how to handle saying “no” to a customer

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customer's purchase experience on mobileCustomer engagement and personalization are hot topics this year and are taking the marketing world by storm. Yet with so many options available to connect with your customers, questions remain on how to provide a consistent and sustainable approach across every channel. Each week, we share insightful perspectives from some of the brightest minds in customer experience, on how to adapt your strategy to best engage with your potential customers along every step of their digital journey.

Feel free to share an outstanding post we may have missed this week in the comments below, or nominate articles for next week’s Top Five by emailing us at

  1.  Mobile customer experience is as important as prices

Figures released from IMRG-Capgemini show that 45 percent of online retail sales now take place on a smartphone or tablet. Shoppers are increasingly likely to spend their money with retailers who not only offer the best prices for products, but who also provide the best and most consistent customer experience – online, in-store and on mobile devices.

  1.  On Customer Experience, Brand Values, and a “Sense of Honour”

Is there such a thing as a “sense of honour” present in your organisation? If there is, then who and what is honoured? Is it the customer? Your partners in the value chain? The shareholders? Making the numbers, getting ahead, becoming the largest, beating the competition?
If you want your organisation to be genuinely customer experience-centric and garner loyalty, you must introduce and nurture the “sense of honour”.

  1. Why is the Service in Customer Service Failing?

To succeed in customer service, you want to get customers answers as quickly as possible, right? Well, as it turns out, that’s not exactly true. When the goal is to make calls shorter, the question becomes, “How can we get customers to end the conversation quickly?” And the majority of the answers to that question will hurt your business.

  1.  Customer Service Best Practice: How To Handle Saying ‘No’ To A Customer

Great customer service means never saying no to a customer… but what if you have to?

  1.  How Framing And Removing Anti-Nudges Can Improve Customer Experience

Just because you think you are being helpful does not mean that customers will perceive it that way. Learn how you can improve your customer service and experience using behavioural insights from cognitive psychology and behavioral economics.

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