• 5 Ways to Better Understand Your Customers

    Every company’s success depends on understanding customers’ desires. In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways to engage customers. However, while these tools offer compelling statistics about behaviors and preferences, they do not necessarily provide a global view of how customers feel. Just as...

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  • Voice of the Customer: The Key to Brand Success

    As customer service trends continue to shift toward personalized and emotionally connected experiences, it is more important than ever to understand how customers feel. While most companies collect feedback in some form, many are going a step further by implementing Voice of the Customer, or VOC, processes. In simple terms, VOC refers to a process or system for gathering...

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  • 5 Technologies That Reduce Customer Effort

    The technologies used in modern contact centers are instrumental in delivering great customer experiences. However, when companies do not optimize the use of these tools, each interaction becomes unnecessarily complicated. Customers seek effortless experiences, and the key to satisfying them is by using technologies in ways that serve their needs. Here are five ways to reduce customer effort through...

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  • 6 Steps for Building a Customer-Centric Brand

    A customer-centric approach is more than just delivering good products and services. To offer the best experiences that win loyalty, your brand must consider each step of the sales journey from the customer’s point of view. By simplifying your customers’ lives and adding a personalized touch at every step, you can create the kinds of experiences that your customers...

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  • 6 Tips for Satisfying Customers on the Voice Channel

    With all the discussion of messaging apps, chatbots, and live chat, your company may think that the voice channel is a thing of the past. In reality, while digital channels are used most prominently in today’s customer service, many people still call brands when they need assistance. As many studies have shown, digital channels are favored only when they...

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  • Engaging Customers Through Video: 5 Essential Tips

    Video has been a popular medium for ages, but never has it shown as much potential for business as it does today. Given that many people watch online videos for entertainment, brands that deliver meaningful video content in a fun way ultimately engage both current and potential customers. HubSpot claims that 43% of customers want to see more video...

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  • 5 Ways Personalization Drives Sales Success

    For many companies, personalization remains a top priority in this new year. Many brands are achieving this goal by offering stronger service and personalized content through artificial intelligence and geolocation. However, the human touch should not be underestimated: From customer service agents showing empathy to salespeople making recommendations in-store, personalization starts with an authentic human connection. Here are five...

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  • 5 Reasons Why Your Customers Want an Omnichannel Experience

    Chat, SMS, social media…there are so many channels these days for customer service. But is it really necessary for your brand to use them all? In short, absolutely. Not only do customers have their preferred channels, but they are also expecting you to deliver the best service possible on these channels at all times. According to a survey by...

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  • 6 Omnichannel Customer Trends Every Brand Should Recognize

    Omnichannel is the rule for customer experience these days, but does your brand know how best to engage your customers? It’s not enough to know which channels they use–what matters is understanding how they interact with your brand. Here are six omnichannel customer trends every brand should recognize in order to deliver great experiences. Research online and purchase in-store...

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