In 2023, customer service is more important than ever. Just take a look at any recent research, and you’ll see that customer service is a key differentiator between brands: 54% of customers say customer service is a key factor in making purchasing decisions. 61% of customers say they would switch brands after just one bad experience.64% of […]
When was your last terrible customer experience? If you’re like most people, you probably don’t have to think for long. Unfortunately, bad customer experiences are all too common—and difficult to forget. Whether it’s a canceled flight that left you stranded the day before Christmas or an item you purchased that you later realized wasn’t eligible […]
“If you have any questions, please contact our customer support team.” Or is that customer success? Or customer service? In the customer experience world today, there’s so many different terms and labels for customer-facing teams that it can be difficult to discern what the difference is—if there is one—between the terms. Is there a difference […]
A lot of brands talk about being customer obsessed, but how do you make it more than just lip service? After all, a true customer obsession can be an important strategy to deliver exceptional benefits and competitive advantages for your brand. How? Customer obsessed brands experience: improved retention and customer loyalty reduced customer acquisition costs through higher brand awareness […]
There’s a nearly endless amount of metrics you could be tracking for your customer service—but many brands make the mistake of tracking too many rather than too few. So how do you decide which are essential for your brand and goals? Begin with at least 1-2 metrics that measure customer experience directly. While many types […]
Customer-centric, customer orientation, customer obsessed: these buzzwords get thrown around frequently, but what do they really mean—and how can you implement these strategies at your own organization? In today’s world, customer orientation is becoming increasingly expected in customer service, but harder and harder for companies to actually achieve. While customers expect businesses to know and adapt […]
In 2023, customer service can be the distinction between long-term success and brand loyalty and failure as a business. Seem extreme? Think about it: customers have endless options to choose from, so if they have a negative customer experience, they don’t have to stick around. (And research shows that they don’t—86% of customers would leave […]
Everyone knows data is important, but which data matters most? Far too many companies blindly track dozens of customer service metrics or KPIs without having a clear pathway to actioning them or understanding which metrics can truly move the needle for their customer satisfaction and bottom line. As a result, it’s essential to understand not only which […]
We’re all familiar with traditions of setting goals, resolutions or intentions for the New Year in our personal lives—but what about for our work or businesses? Setting goals at the start of a new year, quarter or season is important to continue to take your business to the next level.Of course, knowing where you want […]
Did you know that a survey of marketing leaders revealed that 81% believe their brands compete mostly or solely on the basis of customer experience? Customer experiences are paramount in the modern consumer experience—so brands that can meet—and exceed—customer expectations have a major leg up against their competitors. Finding ways to exceed customer expectations isn’t just […]
In 2023, customer service is more important than ever. Just take a look at any recent research, and you’ll see that customer service is a key differentiator between brands: 54% of customers say customer service is a key factor in making purchasing decisions. 61% of customers say they would switch brands after just one bad experience.64% of […] 
When was your last terrible customer experience? If you’re like most people, you probably don’t have to think for long. Unfortunately, bad customer experiences are all too common—and difficult to forget. Whether it’s a canceled flight that left you stranded the day before Christmas or an item you purchased that you later realized wasn’t eligible […] 
“If you have any questions, please contact our customer support team.” Or is that customer success? Or customer service? In the customer experience world today, there’s so many different terms and labels for customer-facing teams that it can be difficult to discern what the difference is—if there is one—between the terms. Is there a difference […] 
A lot of brands talk about being customer obsessed, but how do you make it more than just lip service? After all, a true customer obsession can be an important strategy to deliver exceptional benefits and competitive advantages for your brand. How? Customer obsessed brands experience: improved retention and customer loyalty reduced customer acquisition costs through higher brand awareness […] 
There’s a nearly endless amount of metrics you could be tracking for your customer service—but many brands make the mistake of tracking too many rather than too few. So how do you decide which are essential for your brand and goals? Begin with at least 1-2 metrics that measure customer experience directly. While many types […] 
Customer-centric, customer orientation, customer obsessed: these buzzwords get thrown around frequently, but what do they really mean—and how can you implement these strategies at your own organization? In today’s world, customer orientation is becoming increasingly expected in customer service, but harder and harder for companies to actually achieve. While customers expect businesses to know and adapt […] 
In 2023, customer service can be the distinction between long-term success and brand loyalty and failure as a business. Seem extreme? Think about it: customers have endless options to choose from, so if they have a negative customer experience, they don’t have to stick around. (And research shows that they don’t—86% of customers would leave […] 
Everyone knows data is important, but which data matters most? Far too many companies blindly track dozens of customer service metrics or KPIs without having a clear pathway to actioning them or understanding which metrics can truly move the needle for their customer satisfaction and bottom line. As a result, it’s essential to understand not only which […] 
We’re all familiar with traditions of setting goals, resolutions or intentions for the New Year in our personal lives—but what about for our work or businesses? Setting goals at the start of a new year, quarter or season is important to continue to take your business to the next level.Of course, knowing where you want […] 
Did you know that a survey of marketing leaders revealed that 81% believe their brands compete mostly or solely on the basis of customer experience? Customer experiences are paramount in the modern consumer experience—so brands that can meet—and exceed—customer expectations have a major leg up against their competitors. Finding ways to exceed customer expectations isn’t just […]