Customer Experience Blog


What Do Customers Want? 4 Basic Things

January 28, 2016

One of the most important aims for any business is to expand its loyal customer base. It takes a significant financial investment to acquire new customers, so it makes more sense to develop, nurture and fully engage those you already have.
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Banking on Facebook to Raise the Level of Your Customer Service Efforts

January 20, 2016

Remember when you used to have to go into an actual building to get the level of customer service you expect? Those days are long gone.
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Don’t Act. Connect!

January 11, 2016

Don’t you hate it when someone puts you on the spot and forces you to feign sincerity? Take this scenario: a customer calls with a problem with the company website. She went online to try to find a document, but couldn’t locate it. She’s now angry because she has wasted nearly a half-hour digging through the site, but now she had to call you for help.
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May the Force of Omni-Channel Always Be with You

December 21, 2015

My son’s birthday is in December, and as part of the celebration this year we took him and five friends to see the new Star Wars movie the day it premiered. I know – this should vault me into Mom of the Year contention for sure.  
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Caring for Your Customers Even in the Most Difficult Circumstances

December 17, 2015

Some years ago, I was wrapping up Christmas shopping earlier than usual, and I was feeling good about the progress I’d made. I had one more item to buy and, in a moment of pure inspiration, I called a store at the mall and had them reserve it for me. The person I spoke with assured me it would be waiting at the register when I arrived later that day.  
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