Morana Bakula

Recent Posts

Do you have the right ingredients for Customer Experience (CX) success?

Posted by Morana Bakula

Oct 3, 2017 11:44:34 AM

A customer obsessed culture is the core ingredient to CX success – but cultural change can be a daunting and difficult journey. You know you’re on the right cutstomer centric path when your organization has developed:

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Topics: Customer Experience

Why Luxury Brands Need To Focus On The Human Customer Experience

Posted by Morana Bakula

Apr 4, 2017 10:26:46 AM

Yes, brands are dazzling customers with virtual and augmented reality, interactive screens and AI-powered everything, yet this provides an opportunity for brands to differentiate through the emotional value customers gain from their entire purchase experience.

It means brands need to get better at being emotional. Customers want “emotional luxury” derived from feeling recognized, special, and known; yet, only 20% of consumers say they feel special and recognized by a brand representative. This is a massive, untapped opportunity for brands to better engage with consumers.

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Topics: Loyalty Program, Customer Experience, Loyalty Report, Training and Learning, Retail Luxury, CX