CX Agent Burnout – How to Deal
True or False? Nearly three-quarters of businesses recognize a direct link between customer service and business performance – TRUE. True or False? More than two-thirds of consumers globally make purchase decisions based on the quality of customer service, with 90% of them willing to spend more with brands that provide exceptional customer experience – TRUE. …
Unlock Your Business Growth in 2022 with CX
As any business owner knows, navigating a drastically changed, pandemic-impacted economy is a challenge in and of itself before we factor in the constant need to drive business forward. Many companies are trying to identify areas where investments should be made. At no time in history has it been more important to focus on customer …
Continue reading “Unlock Your Business Growth in 2022 with CX”
Support Agents Make the Difference in Great Customer Experience
According to statistics, over 60% of customers will jump ship after only one bad experience. But make up for it with excellent customer service, and 74% are willing to forgive and forget. This stacks the decks strongly in favor of companies investing more in their customer service initiatives and platforms. In a post-pandemic world, there …
Continue reading “Support Agents Make the Difference in Great Customer Experience”
CX – The Best of the Best and the Worst of the Worst
The best customer service is circular: better service means improved business outcomes. Great CX results in happy, loyal customers and THAT generates profits. So if we’re talking about CX champions, exactly what are we talking about? How can companies align their business policies to put customers at the forefront of their business model? What processes, …
Continue reading “CX – The Best of the Best and the Worst of the Worst”
The Future of Health Care
The world events of 2020-2021 have essentially changed the core of everything that we do – from what and how people make purchases, to where and how they work, and the nature of their interactions with each other. Although at first glance it might not seem the case, but just like many other industries, health …
The Dark Side of CX – Data Harvesting is Rampant
CX is a buzzword and business term that we have all become familiar with. It is the driving principle behind successful commerce – a remarkable customer experience is critical to the sustained growth of any business. A positive customer experience promotes loyalty, retains customers, and generates brand advocacy. Today, customers – not sellers – hold …
Continue reading “The Dark Side of CX – Data Harvesting is Rampant”
Are You in The Dark or Capturing Customer Feedback?
While much is being said about CX and how it’s the single most important element of consumerism in 2022, much less is being offered about the where’s and how’s of CX strategy. CX leaders tend to focus on structured data as a way of informing CX policies and determining the quality of customer experience. And …
Continue reading “Are You in The Dark or Capturing Customer Feedback?”
An “Experience” Renaissance is Underway – Beyond CX Lies the Business of Experience
In 2022, companies are being galvanized to expand their CX philosophy and reimagine their business as a whole, all through the lens of customer experience. The businesses that embrace this major shift will rise to the top of the market by meeting their customers’ needs and becoming indispensable. A byproduct of this success will be …
COVID-19 and The Future of the Event Industry
Until the pandemic, the event industry has long been seen as providing opportunities to re-invigorate economic growth and optimize local assets. Large-scale events have played a role in leveraging long-term regional infrastructure investments, boosting tourism and trade, creating jobs, and promoting development. COVID-19 had a crippling effect on the industry, effectively shutting it down for …
Continue reading “COVID-19 and The Future of the Event Industry”
‘Voice of the Employee’ Initiatives Create a Virtuous Cycle
If there was ever a good time for customer experience and employee experience processes to work in tandem, it’s now. VoE (Voice of the Employee) is a powerful concept that refers to businesses taking feedback from their employees and applying them to improvements that will benefit customer experience (CX). For busy business owners, it can …
Continue reading “‘Voice of the Employee’ Initiatives Create a Virtuous Cycle”