A recent Gartner survey shows that 89% of executives believe customer experience will become their key competitive differentiator in the next year. I fully agree it’s key. Leading companies have discovered that a customer’s emotional experience with a company is the most important component in developing a relationship. In fact, customers who experience an interaction in which a good emotional connection is developed are twelve times more likely to recommend that company to a friend. So go and make your support legendary!
Great article where Baekdal analyses all the crap that is in his readers’ analytics. He looks at article retention rates, just as I do for subscriptions. Then he concludes how many readers he really has. Fascinating. And painful.
The company is “exploring” an ad-free digital subscription option. They realise part of their users want an ad-free experience. By the way, ad blocking is a serious issue, but getting a hold on the exact extent of it is murky because a lot of the statistics are not aligning.
Reuters has been on a soul searching mission to get to the bottom of what future generations expect from news organisations. It’s found that readers do want high quality content, they just don’t want to pay for it. Nevertheless 58% of millennials expect their consumption of news to grow. 90% said they turn to news brands they trust to verify the source of a breaking story.
Fantastic website about author earnings. Did you know the average price of a Big Five ebook has dropped from $10.31 in January 2016 to $8.67 in May 2016? Higher ebook prices end up hurting newer debut authors far more than they hurt long-established authors, who already have existing fanbases and sustainable writing careers.
Raise your hand if you love doing laundry. Anyone? Anyone? That’s what Cleanly is counting on, a membership service for those with more laundry than motivation to do it. Interesting how the subscription model applies to so many sectors.
This newsletter is about passing on what I found compelling on customer experience, employee engagement or data. I wrote The Relationship Economy. My second book Mensenwerk is due April 2020. I work at mediahuis.nl. See more or subscribe at www.changemediaforgood.com.