Category: Customer relationship management

November 12, 2018

Businesses have spent almost a decade creating customer experiences (CX) that are more valuable than the features and pricing of the products they produce. From customer service to product quality, brands across all segments are catering to customer sentiment with […]

November 8, 2018

Customer experience (CX) research has been seeing dramatic evolution in the last decade which has, in turn, changed CX strategy. In recent years customer satisfaction research has been turned upside down by the rapid evolution of the digital customer experience. […]

November 7, 2018

In the B2B space, customer experience is primarily thought of as a post-sale concern. Once a potential customer has converted, then it’s time to pull out all the stops and show that customer that they made the right choice. However, […]

November 5, 2018

As we look forward, 2019 will be a year of change in the customer service industry. Companies are now focusing more on their relationships with customers than ever before, and it’s safe to assume this focus will become even more […]

November 2, 2018

By 2020, customer experience (CX) will overtake price as a key product differentiator. While there are many ways to improve CX – ease of use, innovation and speed are just a few – personalization has recently been found to be […]

October 30, 2018

Automation is often helpful when it comes to delivering experiences that keep your customers coming back to you. Combine smart automation with data you already have about your customers to deliver customized experiences that showcase that you value them and […]

October 29, 2018

The unfortunate truth is that customer service often works in isolation. While companies realize its important role in responding quickly to customers problems, still they are left to operate on their own without support from other departments. They are a […]

October 25, 2018

When someone reaches out to your customer service team, more often than not, they’re experiencing some sort of issue. As a result, the business is already at a disadvantage during the interaction. Even if the problem can be solved, the […]

October 23, 2018

The selling process has changed. It’s now powered by information, not action. For marketers and sales teams, that means no more cold calling or direct mail and more blogging and ebook generation. Marketers are now busier than ever, generating leads. […]

October 9, 2018

Businesses have used surveys to gather information for a long time. What started as the general store clerk asking, “Do you prefer your five pounds of flour in a cloth or paper sack?” has evolved into online surveys gathering sophisticated […]