Business leaders know that establishing a solid customer experience (CX) foundation is essential. They may understand the core elements of a CX program—collecting and analyzing customer feedback—and feel successful after getting these baseline practices in place....
The idea that engaged employees deliver better customer experiences (CX) isn’t a new one. In fact, a classic management concept—the Service-Profit chain—clarified the links between employee satisfaction, customer loyalty, and profits more than 20 years ago. Source:...
What is the biggest challenge facing most Customer Experience (CX) practitioners and service leaders? Operationalizing their CX initiatives and engaging their teams to use the valuable customer feedback available to them. Many companies struggle to keep employees...
Today, consumers have an unprecedented number of buying options for practically any good or service. While companies still try to stand out based on features and pricing, market leaders realize that customer experience (CX) can be the biggest differentiator between...
Texting has quickly become a dominant form of communication for adults. Each day, mobile phone users send more than 20 billion SMS messages, which equates to more than 7.3 billion each year. Those are impressive statistics, but do not prove the compelling case for...
A poor experience with a brand is often a deal-breaker for customers. In fact, almost 90% of customers ceased doing business with a company after receiving poor service in a single year. On the upside, Accenture researched affirmed that nearly  70% of customers would...
Everyone recognizes exceptional customer experiences (CX) when those encounters happen. And most people can list brands that deliver great experiences consistently. But what does it take to become a company that is synonymous with exceptional CX? There are many...
Many organizations have field service operations that have direct contact with customers—typically in customers’ own homes or businesses. This makes field service a highly-visible organizational component, with a strong influence over customer perceptions....
