What are the best ways to advance customer experience and employee engagement in 2021 and beyond? Read what four experts have to say to achieve success.
Doing CX Right BlogRetention & Loyalty
We’re human beings, which means mistakes are inevitable. What employees (the face of your company) do when errors occur
ShoppingGives asked 21 Customer Experience experts about proven ways to create brand loyalty, especially during an increasingly competitive eCommerce space. It’s a great article, which includes quotes from my CX friends like Shep Hyken
Why do people pay triple the cost for a cup of coffee at Starbucks vs. McDonalds. The answer to this question goes beyond price
Over the years, I’ve been speaking and writing about the importance of experiences and creating Wow Moments to drive
The smallest gestures by frontline employees can be a significant reason shoppers turn into repeat buyers. I was
Communications is a significant driver of human connections. HOW messages are delivered is as important as WHAT is said.
Does Customer Experience matter more for B2C companies (business to consumer) or B2B (business to business)? The answer
My Customer Experience (CX) obsession started when I received a package in the mail. I was not anticipating a box labeled, “To Stacy, From Stacy.”
Customer friction can be a key factor on why people will abandon a website, leave a store without buying, disconnect from a monthly service plan and more. In past articles, I’ve written a lot about the need to make the customer journey SIMPLE, EASY and PROBLEM-FREE including the post-purchase return experience.