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Customer Experience Insights
5 Non-Customer-Facing Departments That Impact Your Customer Experience
Customer experience shouldn’t be siloed to one role or department in your organization. In addition to customer-facing positions and frontline associates, your non-customer facing departments can have just as big an impact on your customer experience. It’s important to get all...
Customer Experience Insights
How to Build Trust with Your Customers
Trust is one of the most important building blocks of any relationship, including the ones you have with your customers. From financial institutions like banks to trades like auto repair shops, virtually every industry is built on the foundation of trust. With endless options...
Customer Experience Insights
How to Reduce Friction in Your Customer Experience
Before you read, find out if you are a CX leader or could use some improvements within your customer experience programs with our CX Calculator. See Your Score! Between short attention spans and thin patience levels, it’s important for brands to focus on creating seamless...
Customer Experience Insights
Generational Differences in Customer Experience Expectations
Today’s consumers expect a quality customer experience, but generational differences can present some challenges. Taking a one-size-fits-all approach to customer experience rarely works, as most brands have customers of all ages with varying expectations. In order to stay...
Online Reputation Management (ORM) Insights
Best Practices for Managing Online Customer Reviews
Online reviews from customers can be a benefit and a burden to companies in any industry. Customers are willing to spend 31 percent more with businesses that boast excellent reviews, while 94 percent of consumers say a negative review can convince them to avoid a business. Not...
Customer Experience Insights
Brick and Mortar Vs. Online: The Winning Retail Customer Experience Strategy
Since the rise of Amazon, retailers have been faced with the ongoing challenge of competing with the online marketplace. Between nationwide store closings and major layoffs in retail, it’s not surprising to think that traditional brick-and-mortar retailers have a challenging...
Customer Experience Insights
AI Vs. Humans: The Role of Artificial Intelligence in Customer Experience
From touchscreen checkouts to customer service chatbots, artificial intelligence (AI) has increasingly become a part of the customer experience. Nearly two-thirds of businesses are now deploying AI in their business processes, with 95% of customer interactions will be powered by...
Customer Experience Insights
How Empathy Can Improve Customer Experience
Everyone has bad days. Whether it’s a flight cancellation, a long wait time, or even an undercooked steak, there are many different things that can set a person off. It’s important to pay attention to how your brand reacts to these types of situations. Empathy can be a powerful...
Customer Experience Insights
The Top 5 Customer Experience KPIs
Before you read, find out if you are a CX leader or could use some improvements within your customer experience programs with our CX Calculator. See Your Score! In a competitive marketplace where customers have endless options, customer experience has become a key...
Customer Experience Insights
How Associate Recognition Programs Can Improve Customer Experience
There’s no denying the strong link between associate appreciation and customer experience. Take Disney for example. The company is widely renowned for its superior customer experience—and boasts 180 associate recognition programs. Coincidence? Not quite. Temkin Group found that...
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