24/7 call centers are there to serve your customers in various situations: finding specific or complimentary products, inquiries, technical support, reporting technical problems, search, comparing between online and offline experiences, questions about shipping, stock, or even asking for information they couldn’t find online. Surprisingly, many customers use this human service to provide feedback and have […]
Commercial success depends on a strong customer experience and high customer engagement throughout the customer journey. Businesses that use voice of the customer to improve Customer Experience are seeing increases of over 20% in their customer loyalty and conversion rates.
Our new eBook, Voice of the Customer: The 7 Secrets to Great Customer Experience shows you how […]
The big 4th quarter sales push is on, as companies work feverishly to ‘make their numbers’ before year’s end. Worldwide, employees are pulling out all stops to close the year on a positive note. […]
Your customers have left the straight-and-narrow. No, they’re (probably) not stealing products or cheating on taxes. But neither are they following the linear buying process that most customers once did.
The Fall of the Funnel
Traditionally, the customer journey from product awareness to familiarity, consideration, purchase and finally loyalty was straight , with uncertainty diminishing at each […]
After the disastrous release of Windows 8 — or many would say, the release of the disastrous WIndows 8 — Microsoft is taking unprecedented steps to get valuable customer feedback and use it to make its new Windows 10 operating system a success.
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For retailers and e-commerce companies, Q4 is when the rubber hits the road. Customers are looking for fast, no-hassle ways to find and purchase the clothes, furnishings and gifts they need for the holiday season.
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Think you are in the software, shoe or publishing business? Think again. One of the primary products that any business sells—the one most likely to be rejected or evangelized publicly—is the experience of interacting with our digital sites and physical branches.
Step 1: Understand That Experience Comes First
Just how true is this? Consider the young start-up […]
Tuning up your business’s sites to make it faster, easier and more painless for customers to accomplish what they come to do is more doable than you think. Here’s how!
My high school physics teacher was brilliant, but a miserable teacher. I learned almost no physics, but came away with some very valuable lessons about how […]
Big data has been receiving increased attention in the business community as a very important trend and growth area. This was most recently underscored by big data company, Splunk, enjoying a highly publicized and successful IPO last week.
The articles recommended below, illustrate, in a practical, down-to-earth way, the enormous business value that big data brings […]
