Is bad chat better than no chat?
Whatever our professional role, we’re all consumers too, so it’s often interesting to experience the results of customer facing technology from the other side of the fence. Recently, I was setting up a...
View ArticleHave you ever been your customer?
The three factors (in the image) are the key to a good customer experience, according to Harley Manning and Kerry Bodine’s ‘Outside In’ from Forrester Research, and I think the average consumer would...
View ArticleDon’t Interrupt Me! A Roadmap to the Customer Journey
The industry term is ‘customer journey’. As a consumer, we don’t consciously think of it like that, but it’s how we behave. The sentiment of the journey is inherent in our actions and expectations. We...
View ArticleFrom Inconvenience to Opportunity: Moxie’s Customer Pain Point Series Pt. 1
Moxie recently sat down with representatives from some of the most recognizable luxury brands on the planet to conduct a retail-focused discussion on the online buying journey. Alongside them sat some...
View ArticleGarnering Loyalty in a Digital World: Moxie’s Customer Pain Point Series Pt. 2
In the first installment of our pain point series, we discussed how our recent focus group revealed that all brands—from high-end luxury to everyday commodity—share in the respect they have for their...
View ArticleReplicating the Joy of the In-Store Purchase: Moxie’s Customer Pain Point...
There’s something about that feeling: leaving your favorite store, branded bag in hand, heading home with the results of a successful shopping trip. Some say that feeling is one that simply cannot be...
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