• How to Use Customer Comments to Build a Successful Brand

    Customers are always talking about the brands they know. From word of mouth to social media posts, their comments—good and bad—can have a meaningful impact on a brand’s success. But don’t let the negative words scare you—all kinds of comments are important to a company’s growth. The more insight gained into the mindset of one’s customers, the more opportunity...

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  • 5 Rules for Giving Customers the Self-Service They Want

    When designing great customer experiences, every brand should think about its self-service. As much as customers appreciate agents who help solve their problems, many prefer to resolve simple issues themselves. Gartner states that 81% of customers attempt to find solutions on their own before contacting an agent. Here are five rules for creating self-service options that truly benefit your...

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  • What Millennial Customers Are Looking for in 2019

    Why do millennials matter so much to brands? For one, they represent a massive population—in the U.S., they are expected to overtake Baby Boomers this year as the country’s largest generation. But more importantly, their expectations and preferences embody what many companies feel the customer experience should be for all demographics: superior service, technologies that drive efficiency, and authentic...

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  • 7 Qualities of an Outstanding Digital Commerce Experience

    With so many customers choosing to shop online these days, it’s no wonder that brands are getting more serious about digital transformation. While brick and mortar stores are still a vital aspect of the buyer experience, companies are challenged to link the digital and in-store customer journeys while also making the purely digital commerce experience a seamless one. Here...

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  • Data Protection: The Key to Customer Confidence

    What inspires customer confidence? Great service and reliable information certainly help customers trust a brand. However, in our modern digital age, companies need to offer much more to win loyalty. As data breaches become more prevalent, it’s more critical than ever to assure customers that their personal information is safe. According to Pew Research, 64% of Americans have personally...

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  • 5 Questions to Ask When Creating Customer Journey Maps

    Helping your customers begins with taking their point of view. As more and more brands adopt a customer-centric attitude, many are also discovering the value of creating customer journey maps. By analyzing data as well as feedback from both customers and employees, your company may develop maps that reflect customers’ experiences, feelings, and motivations as they interact with your...

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  • 4 Trends for the Mobile Experience Every Brand Needs to Know

    It’s no secret that customers are attached to their mobile devices. Any company that truly values the mobile customer experience knows that making every interaction seamless and engaging is the only way to keep this important customer base. But how exactly do your customers use their smartphones? Take note of these four important trends—and what you need to do...

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  • 5 Things Millennial Customers Want From Your Brand

    For a few years now, the millennial generation has been a prime target for brands looking to reshape their customer experiences. The reason? These young consumers have serious buying power: According to Cone Communications, millennials represent $2.45 trillion in global spending. But if your brand thinks they will open their wallets for any great deal, think again. Millennials want...

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  • 5 Tips for Managing Customer Data

    Customer data has long been a sensitive issue. Given recent stories in the news about companies mishandling data, it’s no wonder that consumer confidence has been impacted. A Pew Research Center study found that 64% of Americans had personally experienced a data breach, and nearly half of all Americans do not trust the federal government or social media sites...

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