• 5 Ways to Make Customers Choose Your Brand

    With the holiday season fast approaching, brands are eager to offer customers the best deals possible with the hope of winning their loyalty. From retail to telecommunications to restaurant chains, numerous industries strive to stand out from the competition. But just what does it take for consumers to choose your brand over others? These days, you need to offer...

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  • How to Prevent Customers From Hanging Up on Your Brand

    If customers are calling your brand for support, chances are they aren’t very happy. And what’s the best way to make them feel worse? Make it impossible for them to reach you. Some customers call because they are most comfortable with the voice channel. But many others pick up the phone because they need in-depth, human support—what digital channels...

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  • 5 Ways to Connect Emotionally with Customers

    These days, customers have no problem remaining digitally connected to brands. Chatbots are at their service, social media is at their fingertips, and smartphones let them have it all wherever they go. However, just as some people claim that technology is robbing us of human connection, one might ask if the human touch is also disappearing in the customer-brand...

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  • 6 Benefits of Identifying Recurring Customer Issues

    Analytics enable brands to learn key information about customers. From understanding buying habits to identifying the most popular channels for service, analytics provide important insights for improving the overall customer experience. Within the contact center, data collection plays the vital role of capturing all feedback regarding customer service interactions—including the key reasons why customers are making contact in the...

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  • 5 Obstacles to Customer Service Success

    For a brand to achieve success, it must close the gap between customer expectations and experiences. All too often, brands speak of being customer-centric in their approach but fail to implement practices that actually satisfy their customers’ needs. The best customer service is effortless and offers a personal touch, and brands that follow these principles gain a considerable advantage...

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  • 6 Essential Rules for Customer Experience Design

    Designing great customer experiences begins with truly knowing your customers. While surveys reveal valuable insights about their needs, a global view of customer emotions and expectations across all channels is the real key to offering the services and products they want. Here are six essential rules for designing great experiences that reflect your customers’ needs. Identify your target audience...

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  • 5 Customer Expectations Your Brand Needs to Meet

    What do customers really want? As technology changes the ways in which they interact with brands, expectations continue to shift. While many companies are embracing tools such as artificial intelligence to drive better experiences, customers still seek a human touch and the assurance that any technology used is truly for their benefit. Here are five expectations your brand needs...

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  • The Role of Emotions in the Customer Experience

    When it comes to customer retention, emotions play a decisive role. Companies that consider and act upon the feelings of customers at different points along the sales journey are more likely to win loyalty. According to Customer Think, 63% of customers with positive feelings about a company will remain loyal, while 74% will go a step further and advocate...

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  • 6 Key Advantages of Customer Journey Maps

    Understanding your customers’ needs begins with taking their perspective. Many brands are turning to customer journey maps to gain insights into the customer experience and devise innovative solutions for making it better. A comprehensive look at your company’s current practices as well as the feedback of customers and employees can help you shape the experiences your customers wish to...

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