Blog

What you want to know from your customers, and what they need to tell you, are two different things. While it’s important to find answers to the questions your business might have, answers to questions you never asked are -arguably – more important. Customer experience is about the connection your brand makes with its customersRead more

Social media continues to allow more businesses to tell their story, drive awareness, generate sales, acquire customers, and foster customer loyalty. But while customer acquisition may be THE goal, social media is equally key at converting those customers into your influencers and brand advocates. The customer experience that social media delivers is not in theRead more

Uber will deliver your Big Mac combo to your doorstep. Amazon wants to deliver your new shirt by drone. And Dominoes will soon deliver your pizza by a self-driving car, complete with a heated compartment to keep your pie warm. It’s the race to be the fastest, the most innovative, and the most convenient deliveryRead more

“Effect” or “epic” fails? Does it make you think which word is apt? Or could it be a typo? But no fail, that title got you. While this article will talk about the effects of customer experience fails, it will also give examples of epic fails. So there, it’s either. That’s how a typo error,Read more

Superior customer experience isn’t always about exceeding customer expectations. Sometimes the most memorable experiences come from delivering on promises and demonstrating genuine concern for client needs. Today, consumers expect to come away from every engagement with a positive brand image, one they want to share with their peers, colleagues and family. Here are five examplesRead more

Customer Experience is one of the most recurring themes on this site. We have Customer Experience blogs touching on things like sales and marketing to best practices and examples of some successful CX campaigns. On my last blog “Research Rules – How to Create an Excellent Customer Experience Strategy In 5 Steps!” I couldn’t help butRead more

So, you’ve been hearing all this buzz about Customer Experience Strategy and decide your company can’t afford to keep away any longer? Keep visiting your competitor’s website and are greeted by one of these? Although installing a chatbot onto your site is not enough to ensure a better customer experience for your visitors, if youRead more

In a digital world where everyone has a great website, a newsletter, a live chat, a Facebook page, an app, and a blog – it’s hard to stand out. Enter Customer Experience (CX). CX is basically the sum total of how customers view and interact with your brand. And it’s going to be the bestRead more

When customers buy from you, they want it to be an enjoyable experience that’s well-worth their valuable time. That’s in addition to buying a great product or service, of course. Customer experience goes beyond standard, expected customer service. It means intuitively guiding customers through the buyer’s journey in a way that caters to their interests,Read more

I’m often asked to help a business grow qualified business leads because growth is stagnant or profitability is down. It’s a common enough request for professionals in my industry, I guess. I’ve come to learn another fact that is quite common among those who make this request:  Stagnant sales growth and profitability among those complainingRead more