• 6 Habits of a Customer-Centric Brand

    For any company that is seriously invested in long-term success, perfecting the customer experience should be a priority. Customers reward the brands that are devoted to them: According to ThinkJar, 55% are willing to pay more for a guaranteed good experience. And the statistics back up this assertion: Dimension Data cites that 84% of organizations working to improve customer...

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  • How to Satisfy Customers with First Contact Resolution

    For many companies, solving customers’ issues on the first try is a prime goal. However, first contact resolution, or FCR, requires more than just friendly agents. To assist a customer thoroughly without losing a human touch requires a combination of agent training, a robust omnichannel solution, and an efficient contact center protocol. Here are five ways to achieve first...

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  • 4 Reasons Why Your Brand Should Create a Customer Journey Map

    Making your customers happy begins with taking their point of view. During their interactions with your brand, there may be times when your service falls short of their expectations. To identify these moments, it’s essential to create a customer journey map. These maps allow brands to gain a visual understanding of the entire customer experience, anticipate problems that may...

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  • Contact Center Agents: The Key to Great Customer Experiences

    The most successful companies treat their customers as both rational and emotional beings. Customers want seamless brand experiences, expect rapid service, and look for the best deals possible. At the same time, they are swayed by products that appeal to their tastes and values, and their interactions with brands can fail or succeed depending on how their feelings are...

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  • 5 Innovative Ways to Personalize the Customer Experience

    Building relationships with customers begins with personalization. When companies tailor each customer experience to the needs of the individual, they are able to foster the kind of loyalty that makes these customers recommend the brand to others. As Forrester points out, 77% of consumers have chosen, recommended, or paid more for a brand that provides a personalized service or...

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  • How to Win (and Keep) Customer Loyalty

    Customer loyalty is not always easy to win, and it’s even harder to keep. As most businesses know, it costs five times more to acquire a new customer than to keep an old one. It’s not just a matter of satisfying customers—it’s all about giving them the kinds of experiences that make them want to come back over and...

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  • 7 Trends Shaping the Customer Experience in 2019

    When it comes to winning loyalty, customer experience is the battlefield for modern brands. A recent Walker study revealed that by 2020, customer experience will overtake price and product as significant brand differentiators. While artificial intelligence and personalization continue to rank high on the list of brand priorities in this new year, a greater push for digital transformation as...

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  • 5 Tips for Transforming Your Digital Customer Service

    You might think that your brand is a digital customer service star. After all, you talk to customers on social media, have an amazing website, and let your chatbots handle all the simple tasks. But before you sit back and let your service run on autopilot, remember this: Creating great customer experiences is all about evolving with your customers....

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  • 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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