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 | 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 | Apr 18, 2018 | Personas & Journey Mapping
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…)
by Stacy Sherman | Mar 19, 2018 | Personas & Journey Mapping
As discussed in “Make It Easy To Get Help,” it’s essential that companies focus on creating great experiences not just at the beginning of their buying journey but post-purchase too. Customers often need support in setting up and using a new product (more…)
