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Three Ways to Remove Friction From Self-Service Research

As many consumers know, sometimes self service is the best type of customer service. It is therefore no surprise that B2B customers are also looking for self-service research and buying options....

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Seven Ways to Lock in Customers this Holiday Season

The holiday retail season is the most important revenue generator for retailers, so it’s important to provide unique and tailored customer experiences that also meet their needs, both online...

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Three Paths to a Stress-Free Live Chat Experience

When today’s customers seek help from a company, they want stress-free experiences. Navigating IVRs, repeating information, and being placed on hold can turn a frustrated customer into an...

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Customer Journey Strategy: Five Ways to use Customer Journey Maps as a Strategic CX Tool

Customer centricity is an elusive goal. Most companies want to be more customer centric, but enacting the vision is a challenge. There are a number of things a business can do to become truly...

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Text Analytics Can Tell You More Than Just How Customers Feel

There is an abundance of customer feedback available from social media websites, contact center notes, surveys, and focus groups, so how do you make sense of all that feedback?Text Analytics is a...

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The Impact of Employment Reform on the Customer Experience

When I started in the customer care industry many years ago, the quality of the person hired and how they were trained was paramount. Today, that is truer than ever. When a customer reaches out and...

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Customers Want a Little Less Disruption

Remember the promises we all heard regarding how technology was going to make our lives easier? How’s that working out for you? We haven’t moved to a four-day work week, nor have our...

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4 Technologies Facilitating the Service Customers Crave

It’s unquestionable that many consumers prefer self-service before interacting with a customer service specialist. But sometimes speaking with an associate is unavoidable or even more...

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Getting the Most From Customer Surveys

One of the most obvious outcomes of social media has been the willingness of people to share their opinions—both good and bad. According to a February 2016 study published by Ipsos...

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Eight Omnichannel Strategies to Bring Seamless Retail Experience to Life

This isn’t your grandmother’s retail environment. It may not even be your mother’s. The retail playing field has changed as the lines between digital and physical stores...

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