Results for : customer service

3 Ways Emotional Intelligence Can Improve Your Customer Experience

Want to connect better with your customers? Speak to their emotions! This is especially important right now as the world navigates an overwhelming sense of uncertainty and anxiety. The result? An increase in employee burnout and a downtrend in emotional intelligence and awareness. So how does this affect the customer…

Camera On: How Video Calls Improve Our Lives (Mostly)

Customers have long connected with companies over the phone, but the rise in remote work has led to more and more customer support interactions taking place "face to face". But does a closer look mean better service? Is it always a good idea to have the camera on when connecting?…

The Butterfly Effect of Customer Experience

Have you heard of the butterfly effect? The metaphorical butterfly flapping its wings generating a storm on the other side of the earth highlights the idea that small actions can have much larger, far-reaching consequences. That’s exactly what happens with customer experience.  We’re all in the experience business. Whether it’s…

5 Customer Experience Lessons We Can Take From 2020

It’s easy to think that the average consumer has radically changed over the past 12 months. Because twice as many people are buying online now compared to March 2020, you should invest every penny into digital infrastructure. I mean, sure, but what about the coming years? Physical stores are going…

Customer Service Communication Challenges

In a hyper-competitive market with seemingly endless choices, customer experience is a critical differentiator. Every single interaction a customer has with your brand might be a make or break moment -- no pressure! While we all know about the importance of managing a carefully balanced customer journey, keeping your customers…

What is growth marketing, and how does it relate to the customer experience?

What is growth marketing? Many sales enablement experts alternatively title their designations as "Growth Marketers.” What, indeed, is growth marketing, and how does it differ from “marketing” in the traditional sense? We are fine-tuning here, getting into micro variances that in combination make a big difference in approach. In essence,…

Beyond Surveys: The Age of Proactive Feedback Management

Businesses are scrambling to up their customer experience game. Research constantly emphasizes the importance of great CX to customer loyalty and growth. Today, customers don’t just expect but demand an experience that is comparable to the best brands across the world. In other words, businesses aren't just competing with others…

CX Expectations and How They Impact Employee Experience

Employee experience has come to be viewed as a strategic area for companies to drive value. While its importance is widely recognized, a disconnect between aspiration and actuality can remain. This is particularly problematic when employees expect interactions with the business on par with the customer experience (CX) they are…

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…

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