While the experience your customers have with your brand is what drives them through your sales process, data is what drives the strategy behind that experience. To assist with that strategy, and to give you an idea of where the market is headed as a whole, here are the key stats that you should know […]
When asked if their business gathers customer feedback, most leaders would proudly say, “Yes!” However, too many of them would be referring solely to their exit survey, which doesn’t offer anywhere near a complete view of the customer experience.
This is part of the reason why a typical business only hears from 4% of its dissatisfied […]
A great customer experience provides a solid foundation on which any business can base its marketing and operational efforts. As companies invest more of their budgets in customer experience optimization programs, they need a way to measure the results of their efforts.
When it comes to impressing customers, every company has unique goals. Despite this, there […]
Identifying and resolving your largest customer pain points will naturally improve your performance across the board. However, when those pain points are spread out across a variety of platforms, devices, and interactions, it can be difficult to identify and prioritize the issues and their impact on customer experience. This is the challenge that all businesses […]
Today, everyone recognizes the link between customer experience and long-term loyalty. Companies have a real opportunity to solidify relationships with existing customers by providing a great experience every time. The benefits are tremendous – on average, loyal customers are worth up to 10 times as much as their first purchase.
To boost loyalty, more and more […]
Being responsive from a customer support perspective is critical to both solidifying customer loyalty and efficiently running a business. Any actions you can take to reduce wait time, speed resolution times and provide a better experience throughout the process will have a tremendous impact on customer satisfaction ratings, NPS scores and ultimately – sales.
Providing a […]
With analytics, you can see where your customers are dropping off – but you can’t see the why.
Determining exactly which factors are keeping customers from converting can be extremely time consuming and tedious. What you need is a strategic Voice of the Customer program that uses target customer feedback to understand exactly what’s going on. […]
This guest post was written by Nadine Dyer, a seasoned Customer Experience Practitioner. Nadine is passionate about the VoC and helps businesses and educational institutions truly understand the customer. She develops VoC Programmes that make a positive difference to the customer experience and delivers tangible results through a clear Customer Experience Strategy.
Voice of the Customer […]
Since the dawn of digital social media, marketers and publishers have been trying to monetize this channel. With this week’s news, Twitter has taken the next great step forward.
Earlier this week, Twitter introduced “dedicated pages”, a new feature that will allow eCommerce merchants to feature and sell their products right from their Twitter streams. Just […]
This guest post was written by Brian Kling, Sr Customer Experience Architect with Autodesk. Brian believes everything around us should be well-designed; simple, intuitive and useful. He has a long history of working with customers and designing customer experiences in many roles; as a senior customer support agent, trainer/educator, digital strategy consultant, and now most […]