As 2020 progresses, customer experience has quickly climbed to the top of the list of business priorities, regardless of your organization's industry.
According to the recent IDC survey "The CxO View of the Future Enterprise in the Digital Economy," as discussed during a recent webinar , customer experience programs have increased in priority from number six up to number two among C-Suite executives. For context, customer experience beat out data programs, software development capabilities, and workplace transformation on enterprise agendas.
While you're here, how about this:
Making every interaction with customers matter - ClickZ
What do those expectations mean for marketing professionals like us whose training did not include lessons on how consumers would buy products as a deadly virus spreads across the globe?
One thing our customers are making clear: it is not good enough to make promises and create marketing slogans; we have to be certain we are fulfilling those promises as well.
That reinforces the findings of a survey we conducted just last summer. We partnered with Jeanne Bliss, founder of the brand-leadership consultancy Customer Bliss, who polled more than 1,100 U.S. customers across four generations.
Dunkin Brands (DKNK) Q2 2020 earnings
Dunkin' Brands said Thursday second-quarter revenue fell 20% as fewer customers stopped by its stores on the way to work due to the coronavirus pandemic . However, customers, often stopping in with their families, are spending more per visit when they do arrive.
The company also said it expects to close around 800 U.S. locations this year as it has been evaluating its most productive cafes.
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"For Dunkin' U.S., same-store sales improved sequentially throughout the quarter, largely as a result of our ability to pivot quickly and introduce new menu items designed to appeal to customers who are now visiting us later in the day," said CEO Dave Hoffmann, in a press release.
As Eversource Sharply Increases Electricity Costs for Connecticut Customers, Millstone Deal
Questions continue to mount about increases in electricity delivery charges on Eversource bills of many Connecticut residents and businesses since July 1.
Eversource has pointed to a "variety of factors" leading to the increases, but legislators on the Energy and Technology Committee have requested that the Public Utilities Regulatory Authority (PURA) suspend the increase until a thorough review can be done.
Modifica said that the contract, which was created to keep Millstone operational, will add about $124 million to customers' bills over the next six months.
In case you are keeping track:
Nearly 600,000 Florida electric customers fall behind monthly bills
TALLAHASSEE — Nearly 600,000 electric customers in Florida are behind in monthly payments since the coronavirus pandemic began hammering the economy and causing massive job losses, state utility regulators were told Wednesday.
While the overall number of customers late in making payments has shown some improvement from an initial peak of the crisis in April, utility officials told the Florida Public Service Commission on Wednesday that a challenge remains in getting in touch with many of the customers.
Peacock has added 10 million customers since April - The Verge
Comcast's new Peacock streaming service has added 10 million customers since its limited launch in April and national launch in mid-July. The announcement was a bright spot in the cable giant's otherwise mostly grim second quarter earnings report , as it continued to feel the effects of the coronavirus pandemic on its entertainment divisions. Net income for the quarter fell 4.4 percent to $2.99 billion on revenue of $23.7 billion.
Verizon expands home Internet options to customers in rural areas | About Verizon
New broadband Internet service uses Verizon's most awarded 4G LTE network, now available in parts of Savannah, GA; Springfield, MO and Tri Cities, TN/VA/KY
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"Our 4G LTE network keeps our customers connected when and where it matters most," said Frank Boulben, Senior Vice President of Consumer Marketing and Products at Verizon. "With LTE Home Internet, our most awarded 4G LTE network will provide Internet connectivity for customers in more rural parts of America who may not have access to broadband Internet service - a critical need, especially now, when so many are counting on reliable connectivity for remote work and educational needs."
Cognizant CEO: COVID-19 Pushing Customers To Digital Transformation
Cognizant Technology Solutions CEO Brian Humphries said that the pandemic only accelerated customers’ digital transformation which in turn played to the company’s strength.
The Teaneck, N.J.-based global solution provider reported on Wednesday a slight drop in second fiscal revenue due to macroeconomic conditions, particularly the impact from the COVID-19 pandemic and a wave of ransomware attacks.
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