• 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...

    Read more
    Read more
  • 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...

    Read more
    Read more
  • 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...

    Read more
    Read more
  • 6 Mistakes That Harm Your Brand’s Digital Reputation

    In our digital age, the Internet is the doorway to customers. From researching products to reading online reviews, people want to feel confident before making purchases. Unfortunately, many brands sabotage themselves by neglecting their digital presence, eroding the trust of current customers and driving away potential ones. To ensure a positive digital reputation, here are six mistakes to avoid....

    Read more
    Read more
  • 5 Reasons Why Email Customer Service Still Matters

    Companies these days feel the pressure to respond quickly to customers. As messaging apps and social media continue to grow in popularity for customer service, your brand might question if channels such as email are still attractive to customers. According to a report by eConsultancy, 60% of customers indeed prefer support via email. In fact, when email is managed...

    Read more
    Read more
  • 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...

    Read more
    Read more
  • 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...

    Read more
    Read more
  • 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...

    Read more
    Read more
  • 5 Ways AI Can Drive Proactive Customer Service

    While artificial intelligence helps brands deliver personalized customer experiences, the technology also offers another major benefit: proactive customer service. Artificial intelligence can analyze customer data, empowering companies to solve problems before they arise while giving customers richer experiences. Here are five ways in which your brand may use AI to deliver proactive customer service. Understand customers’ purchasing habits AI...

    Read more
    Read more