by Stacy Sherman | Dec 14, 2019 | Retention & Loyalty
Stacy’s Article Published in Forbes Nov 2019.
We’re human beings, which means mistakes are inevitable. What employees (the face of your company) do when errors occur affects customer trust and loyalty. For example, Continue Reading →
by Stacy Sherman | Jan 13, 2019 | Retention & Loyalty
Customer friction is a key factor in why people abandon a website, leave a store without buying, disconnect from a monthly service plan, and the list goes on. In previous articles, I’ve written about the need to make the customer journey SIMPLE, EASY, and PROBLEM-FREE. This includes the post-purchase return experience.
I’m pleased to share a guest post by Customer Service Expert & Author, Shep Hyken, who knows a lot about Customer Convenience. Continue Reading →