Seems obvious, right? It’s hard to have customers if you don’t have sales. True. But what happens after the sale? What happens when you are trying to establish relationships with prospects but don’t know what will hurt the relationship later? Too often, organizations with great intentions sabotage their customer’s experience before it even starts! Understanding […]
Your customers are already evaluating the experience you are delivering. And they’re making decisions because of it. 89% of customers will decide based on customer experience in 2016. How can you create a better customer experience now to compete in this changing marketplace? 1. You need to understand the customer journey of today. You can’t improve on […]
How do you know if your customer experience is working? REALLY working? Analytics and data tell you part of the story. If the numbers go up, then you can believe things are working, right? And if the numbers tell you a different story, then you better shape up your experience. But the world is changing […]
We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. And yet many companies still don’t quite get it right. What about you? It’s easy to “set […]
Your customer service stinks! Maybe. Maybe not. But how do you know? When you’re in the trenches, dealing with the day-to-day tasks and inevitable crises that arise, wondering about customer service improvement is probably not at the top of your to-do list. And yet you, yes you!, have everything to do with the experience your customers […]
In the continuing webinar series “Customer Experience And…” I had a chance to talk about an often-overlooked first touchpoint: Recruiting.
We covered 6 ideas around some of the new ways search will impact customer experience.