Archive for Customer Experience

Resolutions for Better Customer Experiences in 2015

It may seem cliche, but we're going to do it - a list of resolutions that companies are making, or need to be making, in the upcoming New Year in order to stay ahead of the game What would New Year's be without a few established goals, after all! 2015 Customer Experience New Year's Resolutions: 1[...]

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How to Measure & Manage the Caller Journey

In today's customer-centric world, tracking the customer experience is a major focus for contact centers and businesses A key component to the customer journey is phone conversations (or the caller journey) The experience a customer has with an agent over the phone will ultimately define their[...]

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Getting to Know Your Customers in 2015

In a 2012 Gartner study it was estimated that by 2015 (which is just around the corner!), marketing budgets allocated to retaining customers and increasing loyalty through customer service would more than double This explains the recent explosion over the past few years of the customer experience[...]

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How To Review The Customer Experience With Call Tracking

Customer service is of paramount importance to all businesses When the customer base is happy, then the business thrives When the customer base is not happy, there are a lot of fires to put out One way to evaluate the customer experience is to try out call tracking Crunch The Numbers The first[...]

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Successful Teams Live The Customer Experience

Check out a recent article on CustomerThink about having customer service/customer experience teams actually live the real customer experience that is delivered by your company The basic premise is that to deliver a great customer experience and truly understand the process, every employee needs[...]

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How The Customer Experience Can Be Improved

The customer experience that one has largely depends on a lot of behind the scenes actions taken by the company that they happen to be dealing with Some of these actions are things that have a lot of effort and thought put into them One such thing is the experience that customers have when they[...]

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Three Tips for Achieving Customer Experience Enhancement

The best way to handle customer experience enhancement doesn't have to be a mystery In fact, we've got three easy steps right here! Pay attention to what your customers expect from you Offering various ways for your customers to provide you with feedback is a great way to get the information[...]

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10 Surprising Customer Service Facts to Know

Mining calls for key words and phrases will help you discover an incredible amount about your customers, what makes them tick, what makes them buy, why they're unhappy, and what will make them more happy This presentation includes a lot of good statistics on customer actions and preferences, which[...]

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4 Ways To Ruin the Customer Experience

A primary byproduct of excellent customer service is a fantastic Customer Experience for the client Oftentimes, the tendency is for a business to become so focused on their own operating methods, that they can sometimes ruin the experience that the customer has in dealing with a business We will[...]

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