online live chat and customer experience examples

3 ACTIONABLE LESSONS in DoingCXRight

The new year has arrived. Holiday gift-giving is officially over. Like other families, mine is enjoying their presents – especially the electronic ones. While purchasing new devices and setting them up has gone smoothly, obtaining help to address product questions has been easy in some cases and frustrating in others. No matter how much I love a product, if getting help requires a high level of effort, I often return the item and tell friends to shop elsewhere. Continue Reading →

Driving Customer Loyalty By DoingCXRight

A Case of Doing CX Wrong

It boggles my mind when great brands make bad decisions that directly impact customer experiences. I encountered a situation that clearly demonstrates an example of Doing CX incorrectly. Continue Reading →