customer service

Word On The Street

In its "Expert Outlook 2019: Find Balance" report, global ethnographical market research firm Canvas8 set out to find out what was on the ever-shifting mind of today's consumer. The body of work, which drew insights from 42 experts in specialties ranging from shopping, health, technology, entertainment, money, careers and citizenship, ended up establishing a blueprint of the strategies brand owners can embrace. One of the more striking revelations was that consumers [...]

October 28th, 2019|Categories: Inklings Blog|Tags: , , , , , |Comments Off on Word On The Street

The Extra Mile: Why Doing More For Customers Matters

Peloton used to have a recurring customer engagement issue. The high-end stationary bike maker's products were delivered by a third party vendor that did not embrace any of Peloton's customer-centric values. In the customer feedback data that Peloton pored over, the insight was invaluable: "I don't like Peloton because I had a bad delivery experience." "I'm not going to recommend Peloton to my friends." The criticism struck a nerve with [...]

August 14th, 2019|Categories: Inklings Blog|Tags: , , , , , , |Comments Off on The Extra Mile: Why Doing More For Customers Matters