We’ve created this useful guide to give you the information you need to understand, develop, manage, and measure the impact of the customer experience on your business. What is customer experience (CX)? Customer experience (CX) is an important part of...
Who is likely to give you the best customer service, a human or a robot? While the answer may seem obvious (hint: the human!), automated services are hard to beat for routine types of services, and they are getting better! These automated procedures are the backbone...
Creating a customer-centric business is not just about creating products and services that satisfy; it is also about creating an experience that drives business outcomes. A win-win situation for you and your customers. An approach that has helped many businesses to...
What drives customer retention and repeat buying? Having the right product at the right price is definitely key to keeping your customers. However, when products are easily substituted and prices are competitive it is the service experience that can create your...
With each encounter a customer’s experience with your business changes and so do their expectations, the products they use, and which service delivery channels they rely on. Similarly, as a customer – business or consumer – moves through their lifecycle with your...
