Customer Experience

General

Want to win? Plan to fail.

Sometimes a plan isn’t enough. The best laid plans, failing to plan means planning to fail, a...

Melissa Krut

February 10, 2024 | 4 MIN READ

Customer Experience

Technology

Why banks should ride the technology wave to provide a better customer experience

Today is the first day of the Consumer Electronics Show (CES) in Las Vegas, Nevada and I’m ex...

Lauren Franco

May 30, 2023 | 2 MIN READ

Customer Experience

Send a service feedback survey to see where you rank.

Do your customers feel your services offer good value for the money? Are they getting what they...

Ann Heatherington

September 24, 2019 | 2 MIN READ

Customer Experience

Have the best product on the market? Find out!

Sure, you might have the best product on the market today, but customers are fickle. When the n...

Ann Heatherington

September 20, 2019 | 2 MIN READ

Customer Experience

How are you measuring customer satisfaction?

Many companies focus on measuring customer satisfaction – how satisfied were you with this pr...

Ann Heatherington

February 8, 2021 | 2 MIN READ

Customer Experience

How do you build customer loyalty?

More than any individual interaction, the customer effort defines overall customer loyalty. If ...

Ann Heatherington

November 25, 2024 | 2 MIN READ

Customer Experience

How often do you fail to answer customer questions?

According to consumers, customer service agents fail to answer their questions 50% of the time....

Ann Heatherington

November 25, 2024 | 2 MIN READ

Customer Experience

How do you know if you’re really delivering “superior” customer service?

80% of companies say they deliver "superior" customer service. 8% of people think these same co...

Ann Heatherington

April 15, 2020 | 2 MIN READ

Customer Experience

Ask your customers for real feedback.

Any business with customers is in the "people" business. You can excel in every aspect of ru...

Ann Heatherington

May 6, 2021 | 1 MIN READ

Customer Experience

How to reduce the time and resources you’re spending to land new customers.

It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. (mor...

Ann Heatherington

May 6, 2021 | 2 MIN READ