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The importance of the customer experience within a business has become a focal point when it comes to achieving organizational success. Building a strong, positive customer experience can lead to a solid relationship and establish a sense of loyalty between your brand and your customers. While an entire organization should assume responsibility for creating a great customer experience, it all starts with the employees on the front line. A happy employee is an important first step in...

As companies focus on moving more of their business online, it is becoming increasingly important to pay closer attention to the customer journey and online sales funnels being created. For the best shot at success, companies must build a seamless cohesive journey that maximizes engagement while minimizing effort. But doing so, traditionally, is far from easy. For the most part, the customer journey is seldom linear and, in many cases, encompasses numerous channels - both offline...

Contact centers are constantly evolving due to the explosion of burgeoning technologies. With this being said, how do managers implement contact center best practices to coalesce with their product and message? First, we need to look at the framework. Contact centers have become a cornerstone in managing and implementing customer experience. The “call center” of yesterday has morphed into a much more agile avenue for companies to resolve service issues and drive sales by using a diverse...

The modern association with online customer service often revolves around an experience with live chat. While it’s certainly not the only channel that customers make use of, as email and social media are still popular options for customers looking for a response, live chat is the ideal option for getting an immediate response. Live Chat and Why People Like it Though a potential staffing challenge for businesses, live chat is incredibly convenient for customers. It provides a person...

On the latest episode of Movers & Shakers, Rob Bailey, COO of Kustomer, discusses customer experience (CX) and everything that goes into making the online customer experience the best it could be. In the episode, Bailey defines the customer experience as ‘everything that touches the customer and is involved in their experience’ - from a retargeted ad to an ongoing relationship. He attributes Kustomer’s success to its strategy; it starts with clearly defining the buyer/user personas,...

The concept of the online, in-person customer experience is still relatively new, yet the possibilities are continuing to unfold as we now have the tools and technology to create seamless engagement across several digital channels. The challenge for companies will be to incorporate this new hybrid model (in-person and online) to meet the needs of today’s consumers who expects high-touch and multi-channel interactions. According to The CEO Guide to Customer Experience by McKinsey, 75% of customers expect...

Whether you’re asking for opinions or not, customers offer them and give feedback on just about anything. Thanks to the availability of online channels that connect customers with businesses on a level unlike anything before, it’s almost as if customers expect you to listen and respond. On that note, if you choose not to listen (and respond), customers will take additional (potentially detrimental) measures to make their voice heard. As a business owner, the question isn't about...

A few weeks ago while trying to make a change to my mobile plan, I had a customer experience that was poor at best and in this day and age, completely unnecessary. I was in my account on my mobile carrier’s website trying to figure out how to add a temporary international data option. You’d figure that option would exist somewhere, right? But, after jumping from link to link, I couldn’t find anything close to what I...

Contact centers (traditionally known as call centers) have always been a crucial part of the customer experience. However, in past decades, the role of contact centers has been drastically evolving in order to meet customer expectations. When thinking about “call centers”, most people imagine a roomful of robotic customer service agents answering customer support phone calls. But this isn’t necessarily the case as the new meaning of this term now reflects a much wider function. In order to...

When clients entrust their financial advisors and wealth managers with their assets, they develop a relationship that goes far beyond a simple financial transaction - the currency is their family’s well-being and peace of mind. This type of relationship between a financial advisor and their client has always been a high-touch one, with in-person meetings and phone conversations at the center of each touchpoint. However, with the sheer amount of growth that communications technology has seen...