12 Jun How Creative Brands Make Customers Feel Good
If you make customers feel good they are likely to stay and more likely to share, like, subscribe, re-post and buy more....
Customer Experience Tag
05 Jun B2C Personalization Power in Customer Engagement
If your communication doesn’t include B2C personalization you’re missing something - your customer...
29 May The Power of Streamlining Customer Experience
I love how technology has streamlined consumer life. Amazon prime provides shopping from home and delivers purchases within hours. GrubHub delivers food to the doorstep of over 19 million users. What an upgrade from epic store lines, waiting weeks for a package, cooking and getting...
15 May Analog and Digital Customer Experience in Harmony
There are benefits to both digital and analog experience in music. The same is true for customer service. Analog and digital customer experience isn’t a binary choice. ...
08 May Disrupt Live Chat – 3 Considerations on How to End Interactions
Beth contacted her wireless provider via chat to ask about data upgrade options for her phone plan . The customer service rep, Dale, answered her question with ease. Beth thanked him, they talked about how cool the most recent “Game of Thrones” episode was and...
24 Apr Marvelous Customer Experience with Higher, Further, Faster Service
Captain Marvel is not only a powerful super heroine, her catchphrase has business applications - higher, further, faster. Take some tips from this superhero’s motto and raise your customer service game....
03 Apr Employee Engagement, CX and Happiness
Employee engagement and CX are powerfully connected. Empower employees with information and invest in them as people for great customer experience and business....
27 Mar Longevity and Customer Experience – 100 years in business and counting
Slow like an LA rush hour or fast like a New York minute, change is inevitable. Companies that have passed the century mark realize that change is good, like new ice cream flavors. They are embracing the connection between longevity and customer experience, so they...
20 Mar Trends in Customer Experience show Agents Need Support
45% of agents don’t feel they have sufficient tools for success. Why is that? How can you support your customer service agents and improve customer experience?...
06 Mar AI and Empathy in Customer Experience
“I’m sorry, that is not a valid entry,” is not the most empathetic response to a customer inquiry. Yes, AI and automated menus can streamline the customer service process, but don’t forget the human touch of empathy. AI Everywhere It is amazing how far artificial intelligence has...
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