Results for : customer service

The 5 Biggest CX Disruptors in the Digital Era and Their Impact on Customer Loyalty

Want more customers -- and more loyal customers? Of course. Customer experience (CX) in competitive markets is, in many ways, the holy grail to building your business with sustainable profitability. Companies bend over backward to understand their customers and keep them coming back for more. Indeed, customer loyalty is vital…

How CX Expectations Shape Our Human Experiences

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…

Using Technology to Improve CX—Without Losing the Human Touch

In the world of customer experience, a neutral interaction is worth as little as a negative one. Companies are trying every trick in the book to create as many positive experiences as possible—the kind which drive customer satisfaction, promote referrals, and ensure retention. And technology is at the core of…

The Key Psychographics That Drive B2B Decision-Makers

The B2B marketing arena is a massively complicated network of customer touchpoints that businesses have to get right to create a competitive edge. Yes, it's a complicated area -- but it's definitely worth your attention. Below, you'll see the third part in a series on B2B marketing, following part one…

How Legacy CX Metrics May Be Ruining Your Customer Experience

Companies rely on metrics to explain how well their customer service is performing. In theory, this orients the whole company—from product developers to HR to customers—around key goals. Companies are also jumping on the latest trends in business intelligence, big data, machine learning, and AI. They’re processing insane quantities of…

Why Video Customer Service Will Boom in 2021

A lot has changed over the past year, not least the ways in which we communicate. Since the impact of COVID-19, the use of personal video conferencing has surged in our daily lives. The amount of purchases we make online has inflated, too. So when these two factors are coupled…

Think small: Valuing service in the new normal

In a week that included both the Martin Luther King, Jr. holiday -- celebrated as the National Day of Service -- and a presidential inauguration, the value of service has been highlighted even more than usual. The service of our national leaders, those who keep us safe, and those who…

How many different ways can you look at customer relationships?

Every business's goal is to develop an unshakeable customer relationship that defines the best possible customer experience (CX) and represents a customer journey that's second to none. Getting there requires great customer relationship management that must account for such things as: Understanding the essence of CX for developing a solid…

The Best Ways to Collect Customer Feedback

Why care? Organizations spend billions of dollars every year on digital technology apps that accumulate, dissect, and evaluate the Big Data around markets that involve customer experiences (CX), customer journeys, and customer journey mapping. Thrown into the mix are market segmentation and its numerous versions (i.e., demographic, psychographic, etc.), converging…

Customer Service Skills in 2020 and Beyond

What are customer service skills? Every business today that’s into making the customer experience (CX) as perfect as possible, cannot ignore customer service. It's inescapable as an operational division and reference for so many touchpoints in the CX journey. When you want to return goods or inquire about a promotion,…

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