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For businesses that refuse to focus on customer experience as a differentiator, customer loyalty is at an all-time low. Any enterprise that does not understand the importance of a quality customer experience will probably have a very small pool of loyal customers. Customer service is one of the greatest influencers of customer loyalty. According to the International Council of Shopping Centers, 74% of millennials will switch to a different retailer if their current pick demonstrates poor customer...

According to a study by Walker, by the year 2020, price and products will no longer be the key brand differentiator — customer experience (CX) is set to take over. With this in mind, more and more companies are shifting their focus towards improving the customer experience. In fact, a recent report by Forrester stated that “nearly 72% of businesses say improving the customer experience is now their top priority.” But to many, the concept of customer...

It’s indisputable: customer satisfaction (or CSAT) is directly affected by whether customer expectations were met. By meeting or exceeding customer expectations, companies are building relationships with consumers that lead to increased loyalty and high levels of customer satisfaction.    Esteban Kolsky reported that if customers are not satisfied, 13% of them will tell an additional 15 or more people that they are unhappy. This has negative impact on how a business retains customers, and also influences their...

Customers are constantly setting and adjusting their standards for customer service based on  what they see other businesses doing. Among these standards is the quality of the customer experience they’re providing.  In theory, this  sounds simple, but customer expectations can be quite challenging to meet, and even tougher to exceed. According to a recent Walker study, by the year 2020, customer experience will be overtaking price and product as the key brand differentiator. Customer satisfaction (or...

There’s no denying that the use of artificial intelligence (or AI) is quickly growing as a useful application for customer service in the business world. In fact, Forrester reported that artificial intelligence will replace 16% of American jobs by the end of the decade (though we’d beg to differ). On the bright side, for those worrying about job security, Narrative Science stated that 80% of executives believe that artificial intelligence will improve employee performance and create...

Recent advances in Artificial Intelligence (AI) have been changing and shaping businesses, most notably in their ability to bring customer experience (CX) to the next level. Although AI has become a staple amongst businesses of all sizes, full automation still seems out of reach. When it comes to AI-assisted customer service, the goal is to make the customer journey as seamless as possible; the customer should always feel like they’re speaking to a customer service agent....

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...

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...

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...

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...