Emotion Plays a Major Role in Customer Experience
They key to success in customer experience understanding the customer and their behavioral patterns. The first step in this initiative is recognizing that an individual’s behavior is largely [...]
Strengthening Brand Experience in the Grocery Industry
Over the last few years, the grocery industry has been disrupted by the implementation of digital services that allow customers to do their weekly shopping without ever leaving their house. Does [...]
The Top Customer Experience KPIs that you Should Know
Key Performance Indicators (KPIs) allow for a company to visualize and track their progress towards key business objectives. In the customer experience domain, KPIs provide insight based on [...]
The Pros and Cons of Implementing Social Media into your Customer Service Strategy
It is an irrefutable fact that social media has penetrated the corporate domain. It is safe to say that its momentum is only increasing as time goes on. So, what are the benefits of implementing [...]
Are you Making Big Changes to Avoid the Customer Experience Rut?
Research revealed little to no improvement in customer experience over the course of 2018 [1]. In his recent blog post, Colin Shaw expressed his concern about the precarious fate of CX and [...]
Digging Deeper into Net Promoter Score®
Since its introduction by Fred Reichheld, Net Promoter Score® (NPS) has initiated a discussion of its effectiveness in overall growth. NPS® is a metric that is used to measure customer loyalty [...]
