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By now, we’re all familiar with customer experience horror stories—those viral videos of customer service gone terribly, terribly wrong. The airline passenger dragged from an overbooked flight. The holiday package destroyed by an inept delivery man. The four hours in phone calls required just to cancel your cable subscription. But, believe it or not, consumers are quite good at recognizing good service, too. In fact, they’re willing to pay more for it—up to 16% more, according to...

“Over 50% of customers we’ve surveyed are restless, skilled at shifting spend and intolerant of poor [customer-service] experiences,” said Forrester CMO Victor Milligan on a recent company podcast. Plenty of similar research backs him up: An American Express study showed that 33% of those surveyed would consider ditching a trusted brand after just one bad customer-service experience, while another report found that 59% of folks might tolerate a handful of customer service frustrations before they move...

Every business that takes the time to implement a customer experience strategy likely has the same goal: for their customers to have a seamless customer journey when doing business with them and become brand ambassadors. That’s the dream, right? There’s good reason, too. 89% of companies expect to compete on the basis of customer experience in the near future. Customer retention, improved customer satisfaction, increase in revenue...

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Luke Williams, head of customer experience at Qualtrics and author of “The Wallet Allocation Rule: Winning the Battle for Share”, which details a breakthrough approach for growing share. When asked to define customer experience, Williams said that when he thinks about CX, it is the sum total of all the interactions that an organization has with its customers, which is...

With the need to stand out amongst the competition to provide a stellar customer experience, agile companies should look to implement Design Thinking. What is Design Thinking? The Interaction Design Foundation defines “Design Thinking” as an “iterative process in which we seek to understand the user, challenge assumptions, and redefine problems in an attempt to identify alternative strategies and solutions that might not be instantly apparent with our initial level of understanding.” In other words… Design Thinking champions the...

From sharing our latest ‘foodie adventures’ on Instagram to keeping track of our friends from college, social media has become an integral part of the millennial generation and beyond. In fact, the average American spends about 135 minutes a day on social media apps alone. Businesses have been taking note for years now, finding new and innovative ways to reach their customer base on various social media applications. The number of businesses using some form of...

We live in an interesting time. It wasn’t too long ago that data scientists, industry leaders, and lead developers were imagining what Artificial Intelligence (AI) was capable of. While it’s still uncertain how far we can take AI, the more important question is what can we do with what we already have? AI has moved from science fiction to reality, and innovative creators are finding that they can use it in new and unexpected ways, most...

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Shep Hyken, Founder and Chief Amazement Officer of Shepard Presentations, a management consulting agency that helps clients develop a customer service culture and loyalty mindset. He is also a true titan in the world of Customer Experience and a sought-after speaker. When asked to define customer experience and how it differs from customer service, Hyken said that CX leaders used...

Omnichannel Customer Engagement (OCE) revolves around the ability to deliver a consistent experience across all of a company’s channels. Whether a customer uses live chat, a call center, or speaks directly with a representative face-to-face, customers expect the quality of the interaction to be seamless regardless of the channel. A company’s strategy for OCE is important. The Aberdeen Group found that companies with the best omnichannel strategies retained 89% of their customers, as opposed to only...

People are inundated with content across their devices on their news and social media feeds. Naturally, this content is full of advertisements, free trials, and email subscription sign-ups, - all driven by lead magnets. It is becoming increasingly more difficult for companies to stand out among all of the noise. While these forms of marketing still work, nothing is stronger than having customers as brand ambassadors for your organization. What is a Brand Ambassador? Entrepreneur Magazine defines a brand...