A recent survey by Adobe found that customer experience is the most exciting opportunity that businesses want to work on this year, especially during an uncertain economy. This is for good reason. Improving CX has been proven to increase customer loyalty, satisfaction, and also increase inquiries. But in most organizations, including many Fortune 500 businesses, […]
Customer Experience
Why Customer Experience Trumps Low Prices
Many businesses try to slash their prices to the lowest level possible in hopes that consumers will flood through their doors. They think they can vacuum up more customers who want to take advantage of lucrative deals. While low prices are important, it’s a simple fact that other aspects like good customer experienceare far more […]
Apples and Oranges: A Problem for NPS
I think we have been missing the mark when we use NPS as a critical measurement for customer satisfaction. The challenge to this metric is that it appears to be combining “apples and oranges.” The metric is defined as the difference between attractors and detractors. That is the problem! What makes this an apples and […]
6 Online Review Strategies Essential to Improving Your Brand Awareness
In this technological age, online relevance is the most important thing for every business, influencer, and brand. If you do not have constant online presence, it would be impossible for you or your brand to be recognized in this fast-paced world. One of the best tools you can use online is to have reliable online […]
How to Manage Online Reviews and Business Reputation
Since most small business owners are justifiably proud of the service they deliver, they don’t even anticipate a negative online review or threat to their reputation, until it happens. Unfortunately, trying to recover after the fact is tough. The best way to protect your reputation online is to solicit good reviews proactively, so an occasional negative one […]
How to Grow Your Small Business with Online Reviews
Every time a consumer searches for a product online, they encounter review sites that tell them which products are best or which companies are the most reliable. They see how your small business measures up to its competitors in price, quality, customer service, and anything else previous customers want to share about their experience with […]
How to Wow Your Customers with Handwritten Notes
Sending or receiving handwritten notes is quite uncommon these days. With the simplicity and speed of email, texting, direct messaging, and other forms of digital communication, it’s no surprise. However, if you really want your business or organization to stand out, why do what everyone else is doing? A handwritten note will leave a more […]
Most People Are Disappointed by Brands
Your customers have high expectations. But who could have guessed that 82% are disappointed or upset by brands! A recent research study by Oracle CX in partnership with my marketing pal, Jeanne Bliss, takes a cross-generational look at customer preferences, behaviors, and expectations. What they uncover about the customer experience is very telling. “Companies no longer compete […]
7 Ways Automation is Helping Support Teams Deliver a Personalized Customer Experience
Businesses need loyal customers for long-term growth and profitability. But what’s the best way to get them to stick around? One of the keys to effective customer retention is the creation of a personalized customer care experience. Did you know that 52% of consumers are likely to switch to a different brand or product if […]
Don’t Forget to Check In
I am not a fan of the restaurant manager check-in trend that seems to be the rage these days. I like the concept—a manager who is genuinely concerned with their customer’s experience but the execution leaves me wanting. I think my reaction is a negative one because it feels abrupt and insincere. There’s no context […]
