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 →
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 5, 2019 | CX Job Skills
Delivering great customer experiences has become a top priority for many companies. Given the increased focus, employees with CX skills are in great demand. While on the job training and reading books provide great learnings, completing a formal CX certification program can accelerate one’s career.
Consequently, I decided to take my customer experience knowledge to the next level. I explored a variety of programs that would expand my understanding of CX best practices and teach me new methodologies. I ended up picking a few different online and classroom led courses for CX, Big Data and Design Thinking. Contact me at any time if you want more information about my experiences and recommendations for certification classes.
Want to Save 20% OFF university cx TUITION COST?
Email me for information at Stacy@DoingCXRight.com.
Also,Subscribe to my blog to immediately receive the promo code, which you can use any time during class registration.
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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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