customer expectations Archives

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So, you're ready to sell your place? Definitely a big decision! Now that you've made this choice, though, you've got another big one ahead: Will you be selling through a realtor or through a home cash buyer? Selling your house, condo, or townhouse through a realtor What is a realtor?…

Most of us remember where we were in life when we came across Neo and the choice Morpheus gave him. Laurence Fishburne was magnificent in the center of the darkened room, sitting in a high back chair, armless glasses already an iconic visual for his Morpheus character. Keanu Reeves appeared…

Like everything else, the COVID-19 pandemic has changed the banking industry. Along with the adjustment to the new normal we have all experienced, the banking industry also had to adjust to the incoming generation, Gen Z. So how do banks attract members of this new generation and keep them? We…

Sure, sales numbers matter, as do those key CX metrics you've been measuring (right?). But that’s not all. You need to take a step back from the numbers to understand the nuances. What factors drive those key metrics? (And are you even measuring the right customer experience metrics?) Are your…

Consumer behavior changed in 2020. Really, we had to adapt in all areas of our lives. One constant? High customer experience expectations. What with next-day delivery (or faster), online chat, and the attention paid to our input, customers are demanding better CX. As companies work to continue to raise the…

Realtor vs. Home Cash Buyer: Seller Experience Comparison

Enter the CX Matrix

Banking on Gen Z: How the Financial Services Industry Must Adapt

The Perception Gap: Getting from Expectation to Reality

How CX Expectations Shape Our Human Experiences