Experience
Customer Service and the Human Experience
Historically, customer service was delivered over the phone or in person. Customers didn’t have many choices, and switching to competitors was cumbersome. Today, these methods are but two of the many possible touch points of entry for any given interaction. With all the options the Internet brings, competition is literally a click away. If, as [...]
5 Customer Experience Management Myths
As customer experience management (CEM) continues to gain importance in the minds of today’s CEOs, more and more companies are taking on customer experience management projects to improve customer satisfaction, develop better customer insights, nurture customer loyalty and advocacy, and improve customer lifetime value. The rapid rise to the top echelons of strategic priority has [...]
Retain Customers and Drive Repeat Business by Optimizing the Customer Experience
According to a well documented study, sixty-eight percent of customers who leave your company for one of your competitors do so because they believe you are indifferent to their needs and opinions. It is a common organizational pitfall to become complacent about customers’ needs and wants, especially during positive economic times. Although you may be [...]
