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Most customer experience professionals agree that customer feedback can lead to more streamlined processes and improved CX. But how that data is analyzed and acted upon can either help or hurt a company. Customer feedback misconceptions can be detrimental to growth and progress when utilizing it to drive change and improvements for processes and customer interactions. The pitfalls of customer feedback misconceptions can be mostly avoided if a company is aware of the following common myths. Myth#1:  Data...

Whether it’s curling up with a good book or going to the local cinema for a film, as humans we are wired to connect with stories. In fact, research has found that storytelling activates not only the language processing part of our brain, but also the motor and sensory parts as well. In short, a good story puts the whole brain to work. For example, a fitness company could simply say, “Janice lost 8 pounds in 3...

The customer experience (CX) has been around as long as there’s been a customer. CX is derived from the feelings your customer has when engaging with your product and service. However, it hasn’t been until more recently (the past decade or so) that CX has really become an integral part of business strategy. A recent Gartner survey found that 89% of companies soon expect to compete on the basis of customer experience.   Times have changed, so...

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Jim Tincher, Founder and ‘Journey Mapper in Chief’ of Heart of the Customer, a company that specializes in customer journey mapping headquartered in Minneapolis, Minnesota. Jim defines customer experience as the overall experience customers have with you across all touchpoints and even beyond. It typically begins in the call center and extends to the company website, apps, your sales representatives,...

How much value should a company place on Average Handle Time (AHT)? It’s a tricky, loaded question. Betteridge’s “Law of Headlines” states that “Any headline that ends in a question mark can be answered by the word no." While it’s usually ill-advised to speak in absolute statements, Betteridge might be correct in this case. First, let’s unpack the alphabet soup in the headline. AHT is an acronym for “Average Handle Time.” That’s the amount of time it...

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Scott Tannen- Co-Founder and CEO of Boll and Branch, an industry-leading luxury bedding company that focuses a great deal of effort on customer experience and ethical practices across their entire supply chain. Scott co-founded Boll and Branch with his wife, Missy, four years ago. Prior to starting Boll and Branch, Scott worked for Nabisco/Kraft Foods and Wrigley in their marketing...

For many companies, one common assumption is that the burden of the customer experience falls solely on the customer service representative. While they are the ones most likely directly interfacing with the customer, the truth of the matter is that attention to the customer experience needs to be fluid throughout the entire company hierarchy: from C-level executives to the employee at the front desk. Why is a collaborative effort so important in customer service? Well, pick...

One of the most iconic stories of customer experience marketing comes in the form of a tale about a stuffed animal named Joshie the Giraffe. A family was on vacation, staying at the Ritz-Carlton on Amelia Island, Florida. At the end of their stay, they hastily left the resort and left behind their young son’s treasured stuffed giraffe. The father called the resort to let them know he had explained to his son that Joshie was not lost;...

With companies striving to stay one step ahead of their competition, the customer has become more valuable than ever before. Companies are moving towards more customer-centric models while trying to define exactly what the term means. While the concept is nothing new, the phrase “customer-centric” is starting to see a lot more screen time. So what exactly does it mean to be customer-centric, and how can companies improve their customer-focused interactions? Customer-Centricity: What is it, Exactly? The term is...

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Kerri Nelson, co-founder and CEO of CustomersFirst Now, a customer delight company that specializes in customer-centricity and grabbing hold of the customer experience through customer journey mapping. Having been in the shoes of the customer herself and having worked in the customer experience field for many years, she decided to leave corporate America and start her own business nearly 3...