In recent years, many companies have looked to self-service options and artificial intelligence (AI) solutions to streamline the customer experience (CX). While it’s true that customers like easy answers to their questions, companies shouldn’t neglect the...
No doubt about it: digital customer engagement and service is on the rise. In fact, many customers assume that businesses will have digital channels to complete transactions and resolve service issues. According to one study, 70% of customers expect company websites...
Providing service to customers is not as hard as some make it seem. It does take diligence and effort to do it exceptionally well. In its simplest form, it is about treating customers with courtesy and respect. Unfortunately, in the business world we often lose sight...
Guest post from Mark Wilburn, CTO of SkyCreek Corporation. In a recent study, Accenture labeled the current consumer environment the “Switching Economy.” The reasons: customers often see little differentiation between brands, can easily gain information on...
Whether an organization is large or small, its frontline employees have significant influence over customer perceptions. At best, they can deliver memorable experiences that turn customers into loyal brand advocates. However, when interactions go astray—customers may...
