Results for : customer expectations

How AI Has Changed the CX of Tech Companies

Ever thought about how often you interact with tech companies in your day-to-day life? If you’re like most folks, you probably spend your entire day interacting with tech companies. You wake up, check Instagram (which is owned by Meta), check your Google Calendar (owned by Google), and maybe ask Alexa…

Uncovering the Silent Majority: Gleaning Insights from Non-Vocal Customers

Most brands have begun to realize that customer feedback is essential for business growth. It unlocks new potential in product development, customer service, marketing, and more. And while a minority of customers are happy to shout from the rooftops about their experience—perhaps even becoming brand advocates—the vast majority are silent.…

Overcoming CX Blindspots in Tech Companies

Technology plays an essential role in how today's businesses interact with their customers. From online shopping to customer support chatbots, tech companies are constantly striving to improve the customer experience. The goal? To optimize operations while delighting customers at the same time. However, despite these efforts, there are still gaps…

Analyzing the 2023 Customer Rage Survey

Rage is not an emotion you want customers to feel in connection with your business. Yet the recently released 2023 National Customer Rage Survey suggests people are increasingly aggressive about product and service problems. It can often be seen as a mismatch of expectations that leads to rising customer dissatisfaction…

How and When to Apologize to Customers

Your business doesn’t want to make mistakes, yet failures do happen. A well-timed and genuine apology can help the business recover with customers. But issuing a public apology isn’t always the right answer. This article discusses exactly how and when to apologize to customers in order to have the most…

How to Choose the Right CX Consultant

The customer experience (CX) embraces a network of touchpoints (TPs) that customers follow from start to finish in their engagement with a brand. Typical examples of early TPs are seeing the brand for the first time when it is used by another person, listening to the opinions of users, reading…

Customer Engagement Software vs. CRM

At a company forum the other day, the lecturer, when talking about customer engagement software, said to his audience that "it revolves around developing an integrated platform that helps management in sales enablement to deliver a better customer experience." Someone asked, "I'm confused; how does it help me do that?"…

Buy Now, Pay Later: The eCommerce Revolution

We've all heard of Buy Now, Pay Later (BNPL) offers. In fact, there's a good chance that you have recently been presented with a BNPL offer, as online platforms have started using them quite aggressively of late! BNPL kicks in at the point of sale, giving consumers a financing option…

Leveraging CX Insights During Inflation

Over the last few years, the economic circumstances of the world have been in a constant state of flux. From the pandemic to the post-pandemic boom, then to inflation and the possibility of an upcoming recession -- it seems clear that when it rains, it pours. Each new circumstance has…

Price Discount Holidays and Retail Experience

Holidays, holidays, holidays! We can't say it enough. Who, you may ask, is "we"? It's both the US consumers and retailers, because the holidays mean shopping sprees, cash tills ringing, and smiles all around (albeit for different reasons for celebrating). However, the word "holidays" is a catchall for several celebrations,…

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