customer expectations Archives

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What did you do during the pandemic? Chances are, you didn't get out much. The fear of a deadly virus, travel restrictions implemented by countries, and lockdown protocols everywhere meant the travel industry was virtually grounded overnight. As COVID-19 dissipated into weaker strains and vaccinations became common, travel slowly began…

Today's customers have complex expectations. Despite having a wide array of channels on which to voice their needs and concerns, they often feel unheard. In spite of the plethora of platforms on which brands attempt to connect, customers often feel unengaged. For customer experience leaders and business owners, the struggle…

Can you imagine a business where there's hardly any interaction between customers and employees? Sounds far-fetched, doesn't it? While AI and chatbots can often step in at several points, most businesses looking to deliver a great customer experience and improve retention will ensure the human touch. After all, talking to…

The hospitality industry is anything but static. Indeed, the most successful restaurateurs, hoteliers, and travel operators feel the pulse of guest and patron expectations and anticipate change ahead of the curve. As a result, their brands evolve rapidly, never ceasing their pursuit of delivering the ideal guest experience. So, suppose…

In the heart of the digital age, technology has become an omnipresent force that shapes the way consumers interact with the world. From shopping online for everyday essentials to seeking the wisdom of the internet for informed decisions, technology has revolutionized the consumer landscape. However, beneath the convenience and efficiency…

No one wants to work harder than they have to, right? Since design scholar and researcher Don Norman coined the term User Experience in 1993, UX has more than just changed our relationships with gadgets. The concept of delivering outstanding user-centric experiences has become central to our experiences as consumers.…

The US economy is facing record inflation rates, and this has impacted nearly every aspect of consumer experiences and expectations. Usually, inflation reduces consumers’ buying power, leading to fewer purchases and affecting businesses all around, especially for companies selling non-essential products or services. During times like this, it’s essential for…

In the realm of customer service, there exists a delicate balance between what customers expect and what service providers can deliver. In an ideal world, businesses would be able to give you, the customer, everything you desire. Your expectations would always align perfectly with the reality of what's feasible within…

In today's rapidly evolving world of customer experience, businesses face an unprecedented challenge: meeting rising customer expectations across an ever-expanding array of channels. While delivering exceptional service is the goal, the reality is that companies may not always have the time, resources, or capability to address every customer issue. So,…

Love learning? We do, too! Since we can't all be all the places all the time, our team is happy to share takeaways from the events we attend! The 4th edition of the Customer Experience for Financial Services (CXFS) Summit in Toronto was not just another conference. As a dedicated…

Leisure Travel Expectations for 2024

Beyond Omnichannel Listening: Keeping Up With Hyper-Engaged Customers

Understanding the Overlap Between EX and CX

3 CX Trends Transforming the Hospitality Industry

Is Technology Really Delivering Better Consumer Experiences?

How to Ensure Amazing UX Doesn’t Make Us Lazy Humans

Tailoring CX Strategies for Inflation

A Customer’s Guide to Better Service Experiences

How Customer-Centric Companies Manage Customer Complaints

The Takeaways: 2023 CXFS Conference