Employees Impact Customer Experiences By DoingCXRight

What Makes Customers Brand Loyal? (Hint: It’s Not Price)

The smallest gestures by frontline employees can be a significant reason shoppers turn into repeat buyers. I was reminded of this when buying clothing at a department store recently. Upon bringing my items to the register, the nice woman asked questions about my day and overall shopping experience. I was surprised by our first interaction as warm greetings don’t happen frequently enough. Why is that? Saying “hello” and

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Surprise & Delight Customers

How To Turn Mistakes Into Positive Customer Experiences

No company is perfect. Inevitably, employees will make mistakes. The impact of those mistakes on brand image is not necessarily related to WHAT happens as much as HOW employees handle a problem. Recently, I encountered a situation that reinforces the importance of customer experience (CX) and employee engagement. Continue reading “How To Turn Mistakes Into Positive Customer Experiences”

VP of Listening, brand image, future purchases

One Person Can Make Or Break A Brand’s Image

We all interact with companies when shopping for products and services. Sometimes we talk to representatives in person, such as at a retail store, while other times we chat online or call customer care. Regardless of where the interaction occurs, Continue Reading →