John DiJulius | Customer Experience Blog


CX is the new battlefield | Netflix offers ‘unlimited’ leave for new parents | Victim dies after 911 dispatcher hangs up on caller
August 19, 2015, 6:07 am
Filed under: Customer Service
Customer Experience Is the New Battlefield – Blogger Jake Sorofman shares findings from the 2015 Marketing Spending Survey done by Gartner. Customer experience is the most pressing mandate for marketers, the top area of marketing technology investment in 2014, and it will lead innovation spending. As Sorofman points out:

  • Customer experience itself is proving to be the only truly durable competitive advantage. Gartner research on the role of marketing in Customer experience found that by 2016, 89% of companies expect to compete mostly on the basis of Customer experience versus 36% four years ago.
  • By 2017, 50% of consumer product investments will be redirected to Customer experience innovations.

Victim dies after 911 Dispatcher hung up on woman giving first aid to shooting – A dispatcher for the Albuquerque Fire Department told a 911 caller who was giving first aid to a 17-year-old shooting victim, “Okay, do you know what ma’am? You can deal with that yourself. I’m not going to deal with this, okay?” The victim later died. You can listen to the 911 call.

Netflix offers ‘unlimited’ leave for new parents – Netflix announced that it would begin offering employees “unlimited” maternity and paternity leave during the first year after a child’s birth or adoption. A Netflix representative said, “Netflix’s continued success hinges on us competing for and keeping the most talented individuals in their field. Experience shows people perform better at work when they’re not worrying about home.”

Continue reading full article on TheDiJuliusGroup.com…

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