Ford Blakely

What Really Makes for a Great Customer Experience? : Thoughts from Today’s Top CX...

With customer experience expected to overtake everything, including price and product quality as the top brand differentiator by 2020, it’s no wonder that organizations...

What to do When Your Customers Ignore Your Phone Calls and Emails

Photo by Gary Chan on Unsplash We’ve all been there before; letting calls go to voicemail when we know it’s probably just a business trying...

Why & How Businesses Should Pay More Attention to Gen Z Customers

Photo by Zachary Nelson on Unsplash Businesses spend a lot of time and resources creating their ideal customer personas. They take great pains to understand...

How to Improve Your Customer Service Response Times

There are many ways you can engage with customers and show them that you care. However, few are as effective or important as providing...

Make it Easy: How to Improve Your Customer Effort Score

Metrics, metrics, metrics. The word gets thrown around a lot. How do we establish and define them, let alone use them? And which metrics...

Giving the Gift of a Remarkable CX This Holiday Season

(Photo by Caley Dimmock on Unsplash) While much of the holiday shopping season buzz centers around Black Friday and Cyber Monday, the activity doesn’t...

How to Integrate Text Messaging into Your Customer Experience Strategy

Business leaders beware: a great product and an effective go-to-market strategy aren’t going to cut it in today’s highly competitive markets. To stand out...

Using Text Messaging to Provide a Better Customer Experience

These days, with no shortage of research and discussion around designing customer experiences, ensuring a positive CX may seem like a no-brainer for businesses....

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