by Stacy Sherman | Jan 9, 2019 | Contact Center
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 →
by Stacy Sherman | Jan 1, 2019 | Digital, Mobile & UX
Customers have increasingly high expectations and demands for better shopping experiences. While the holiday season is a time when purchasing is at its highest, customers pay attention to their experiences and make buying decisions based on satisfaction ALL YEAR ROUND!
Easy access to products and services leveraging mobile apps can positively impact customer experiences. The following statistics from MoBlog emphasizes my point: Continue Reading →
by Stacy Sherman | Dec 19, 2018 | Retention & Loyalty
During the holiday season, did you receive a gift that you don’t like and want to get money back or store credit? Perhaps you got a present that you love but there is a missing or broken part and thus, want to exchange the item. In both of these scenarios, the return policy is a key factor in how you judge the brand and overall satisfaction. If it is not a low level of effort to return or exhange, you’re unlikely to shop there again and even worse, may tarnish their reputation by leaving a bad review on social media.
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by Stacy Sherman | Dec 18, 2018 | Company Culture & Employees
Today, we’re pleased to share a guest post by Annette Franz, CCXP of CX Journey. This article originally appeared on her site on August 11, 2015.
In the world of customer experience, what’s the difference between outside-in and inside-out? Continue Reading →
by Stacy Sherman | May 16, 2018 | Digital, Mobile & UX
Design is a key differentiator when creating products and customer experiences. While price matters, it is not the only criteria and sometimes irrelevant when making purchase decisions. As an example, I recently bought (more…)
