Why Exceeding Customer Expectations Can Make or Break a Business


Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets. Again, this sets lower expectations. All customers are equal.

All Touchpoints in the Customer Journey Are Not Created Equal!

Wired and Dangerous

There is a great deal of conversation currently on the customer journey. We read and hear a great deal about friction-less, fast and easy journeys for the customer. For today’s wired and dangerous customers, that is especially true. They hold your brand reputation in their hands!


News & Customer Experience

Today we will walk through the Customer’s journey in a food service industry store, in search of the several points the client can touch before, after and during his lunch, breakfast, dinner or his ice cream. to lose the customer.

Intelligent Customer Touchpoints: What Are They and Why Do You Need Them?

CX Journey

Customer expectations, swayed by the latest digital innovations, have put stress on traditional models and have prompted companies to transform their businesses to deliver better customer experiences. These digital channels address the customer need for convenience.

CX now trumps brand loyalty, suggests a new study

Vision Critical

Even your most loyal customers will not tolerate mediocre experiences. That’s one one of the key findings in a new CMO Council study , which found that 47 percent of loyal customers will stop doing business with a brand that provides “poor, impersonal or frustrating” experiences.

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2015 Global Customer Service Report: Customer Expectations and Location, Location, Location

Tricia Morris

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service.

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Retain Consumer Trust By Keeping Your Brand Promises

Second to None

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. As a society, there are now elevated expectations for brands that we spend our money on due to the proliferate expansion of available options across industries. These major missteps are obviously things to avoid, but it is not only viral moments that infect your brand reputation.

5 Top Customer Service Articles for the Week of December 31, 2018


Each week I read a number of customer service and customer experience articles from various resources. 19 Customer Experience resolutions for 2019 by Customer Guru. As we move ahead, customer experience will be the only differentiator between brands.

What Your Luxury Retail Brand Can Gain From Mystery Shopping

Second to None

Luxury retail is a space dominated by brands with consistently great reputations, because trust serves a foundational pillar in the relationships formed between consumers and brands. Typically, due to the increased price point of dealing with a luxury brand, your team must handle inflated customer expectations, because even one sub-par interaction can quickly permeate and infect a vast pool of potential customers with a negative perception of your brand.

Avaya Workspaces: Giving a Better Customer Experience Builds Brand Value


Your prospective customers do copious research on your company before they contact you. Just like most of us check out a new restaurant online (look at the menu, customer reviews, parking options) or plan a vacation (scour the internet for hotel, air, rental car, activities), business-to-business (B2B) customers perform research on your company, products, and services before connecting with and buying from you. So, what happens if expectations aren’t met?

How to Make the Returns Process Work for Your Brand


No matter what your customer experience looks like, the journey with your brand should be easy and engaging. It’s exactly what your customers want, expect, and deserve. Including—or especially—those customers who decide they’ve made the wrong purchase.

Avaya Workspaces: Giving a Better Customer Experience Builds Brand Value


Your prospective customers do copious research on your company before they contact you. Once you welcome a new customer, you’ll find they have high expectations for exceptional service. So, what happens if expectations aren’t met?

24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands


There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . VP of Customer Experience, Compellon.

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Delivering Unique, Attractive (Even Branded) Customer Experience Lagniappe: Any Company Can Do This

Beyond Philosophy

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe.

Top loyalty trends for 2018 and what they mean for brands and customers

Currency Alliance

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty.

5 Top Customer Service Articles for the Week of February 25, 2019


Each week I read a number of customer service and customer experience articles from various resources. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Entrepreneur) Every brand touchpoint is important. CX is for retail brands, as in B2C.

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Why Amazon is A Leader in Customer Experience


The common denominator here is effort – whether you’re buying or returning a product, the experience is effortless – something customers are more than willing to give their loyalty for in exchange. Today, Customer Service via social is imperative.


News & Customer Experience

The Customer Expectation is measured as an alignment between Client’s expectations and his concrete experience from a company or a brand. If your brand / company was a person: What style and look it may have?

How to Deliver a Great Customer Experience (VIDEO)


Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. A customer might see a company’s ad, visit their website, browse their products, read customer reviews, and go on their way—all without speaking to a single human.

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Ask NPS Questions Using a Storytelling Approach


Net Promoter Score surveys are a type of customer experience survey. They are good for gathering real-time customer feedback and building customer relationships. Remember that your NPS survey represents a valuable customer loyalty metric.

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An Article On Customer Experience That Actually Makes Sense


If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company.

Customer Experience vs. User Experience vs. User Interface


I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. But now that my job consists of diving into the mysterious, new industry of customer experience and emerge with clear concise answers for CX professionals, I’ve decided to it’s time I tackle CX versus UX versus UI.

How To Ensure a Successful Grocery Delivery and In-Store Pick-Up Program

Second to None

As technology makes more industries easily accessible online, brands in these spaces need to continually find new ways to reach customers within these evolving digital channels. Typically thought of as exclusively a brick-and-mortar industry, novel technologies have penetrated supermarkets to the point where most brands are making significant changes to their Customer Experience programs.

7 Ways to Get Better at Customer Service


Customer service and experience have taken on a growing urgency for businesses large and small. Offering customers out-of-this-world customer experience is one of the most effective ways today’s businesses can set themselves apart and inspire loyalty and brand love from their customers.

3 KPIs To Track if You Want to Boost Your Customer Experience


What is your relationship with your customers like? Do you feel like you’re losing out on sales because your customers aren’t loyal to your brand? Do you want to improve your customer satisfaction and loyalty but don’t know how to? Repeat Customer Rate.

Six Upcoming Service Trends For 2018

Second to None

As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. Understanding how your organization can meet customers within these evolving channels can help vault you ahead of industry competition and endear your brand image in the eyes of your customer.

Loyalty Strategy 2019: How to Win in the Next Decade

Currency Alliance

We believe these trends will occupy most brands’ efforts during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers).

Customer Experience in Crisis! How do you revive it?


Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. Over 13% of brands in the US index fit into this category.

Customer Experience in Crises! How do you revive it?


Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. Over 13% of brands in the US index fit into this category.

Top 10 Best Guides for Digital Customer Experience Experts


Brought on by sharply heightened customer expectations and the rapid growth of digital channels and touchpoints, digital customer experience (CX) is exponentially shaping the strategy of many businesses today.

Acing Omnichannel Support in SaaS


Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US. Higher customer expectations.

Customer Experience Strategy: An A to Z Glossary


Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. How to take actions on customer experience? Listen to your customers.

The current state of Customer Experience in Retail: The ForeSee Experience Index (FXI)


Only yesterday, a contact of mine shared an article with me about, what is believed to be, the world’s first ever customer complaint… 4,000 years ago!! The retail industry is the ‘poster boy/girl’ Industry disruption, from a customer perspective, is a very good thing.

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10 Surveys for Actionable Data


When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers.

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4 Ways Omnichannel Customer Experience Will Change in 2019

Smarter CX

Today, the omnichannel customer experience (CX) is quickly evolving into the core brand CX. Consider: Forbes notes that both B2B and B2C transactions have more touchpoints than ever before. Omnichannel is the new minimum threshold for brands.

How to Improve Customer Experience: A Step by Step Guide


Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. Why do you need Customer Experience Management?

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3 Reasons Why You Should be Tracking Customer Experience as Part of Your eCommerce Strategy


Measuring the right KPIs gives you the right information about your business ventures and your customer. And if you do want to get ahead, you might want to consider tracking customer experience (CX) as part of your bigger KPI strategy. Repeat customer and conversion rate.