How To Take CX To A New Level
Many companies strive to achieve high customer satisfaction scores but end up falling short of their goals. One reason is that business teams focus on single parts of the customer journey instead of taking a (more…)
The End Of The Customer Journey Matters Just As Much As The Beginning
Many companies spend a lot of time and budget on acquiring new customers. They focus on driving satisfaction in the early stages of the journey (Learn & Buy) and ignore customer experiences and sentiments once payment is received. This is often the case for (more…)
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.
I encountered a situation that reinforces the importance of customer experience an how employee engagement matters!. (more…)
