• 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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  • How to Modernize Customer Survey Practices

    When measuring customer experience, your company likely includes surveys in your approach. While this practice remains a viable method for gaining feedback, how your company sends these surveys is critical to getting responses. Forrester reports that the modern customer—one who is typically digital-savvy and seeks purpose in everything he does—only cares to complete a survey if it’s engaging and...

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  • How to Empower Contact Center Agents

    The contact center is, without question, an intense environment. To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices. Listening to their customer experiences and allowing them some...

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  • Is Your Brand Meeting These 6 Customer Expectations?

    You may think that winning customer loyalty is all about offering the best products and services. While this may have been true in the past, it’s not so simple anymore. Customers today want to feel respected, understood, and excited when they interact with your company. According to a study of customer emotions conducted by Motista, customers who feel both...

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  • 6 Customer Experience Mistakes Every Brand Should Avoid

    The old saying that “the customer is always right” has never held more importance. These days, providing great products and service is not enough—great experiences matter the most. In this digital age, customers may easily praise or criticize your brand on social media, enticing your competitors to step in and lure your followers away. To create the kinds of...

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  • 5 Steps for Monitoring Your Customer Service Practices

    When your company defines great customer service, what are the key factors? Does it mean implementing new technologies? Or perhaps you aim to train employees regularly? No matter what your brand’s definition may be, customer service needs regular quality monitoring just like any aspect of your company. As Deloitte affirms, 62% of companies view customer experience delivered by contact...

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  • 5 Ways to Optimize Self-Service Practices

    At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. From banking to booking reservations, people were easily frustrated by complex processes and a lack of reliable human assistance. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. A...

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