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2 min read
How to Build the BI Trifecta and Win at CX
Business intelligence (BI) has become widely relied upon to deliver actionable data to employees in a much shorter period of time than has been historically possible. The process of gathering it has become a great way to give customers a voice in the content, process, and quality of their interactio...
2 min read
The Customer Experience Strategy You Can’t Afford to Miss
Before we begin, let’s clarify a very important point. Customer Experience ≠ Customer Service ≠ Customer Journey The customer experience (CX) is summative. It is how your customers, patients or citizens perceive the quality of your environment and services, and their journey through its many channel...
2 min read
3 Steps to Less Perceived Wait and More Customer Delight
While it may not be the first thing you think of when considering the parts of a great customer experience, perceived wait time is invariably one of the most important factors in his or her journey. Fortunately, understanding how to create an engaging, positive waiting experience has a lot to do wit...
2 min read
You Will Never Have Happy Customers without Happy Employees
Satisfaction is a cycle. It may have your customer at the center, but it has your employees at every point in the journey. More engaged and fulfilled employees support more productive, efficient, and happier customer journeys. And in turn, happy customers are more relaxed, nicer, more loyal, and mor...
2 min read
Why Knowing Human Psychology is the First Step in a Great Customer Journey
Do you like to stand in line? No. Of course you don’t. Ask anyone whether they like standing in line, and the answer will almost invariably be ‘no.’ Despite all the things we can do online, we still typically connect with products and services in a physical space. We might start our customer journey...
2 min read
Perception and Profit: How Customer Experience Drives Growth
The customer journey has become increasingly important to every organization across every industry. We have talked about how social media gives your customer a powerful voice and is important to the perception and strength of your organization. Now let’s take a look at how the customer journey influ...
2 min read
The Business with the Best Customer Service Wins
It doesn’t matter whether you have a shop, a restaurant, or a bank. Without customers, your business doesn’t exist. And thanks to the ease and connectivity of social media and online review sites, your customers hold more and more of the cards. In the Age of the Customer, the business with the best ...
3 min read
The Tool That Will Shape Customer Experience in 2016
In 2016, one technology in particular will help businesses create a great CX as the customer journey spans online and physical environments. Not long ago, Taco Bell announced they had raised their receipt value by 20% by taking orders through a new digital app.[1] Similarly, Chili’s increased desser...