Chalmers Brown

Want a Great Customer Experience? Start With Your Employees

Organizations large and small allocate vast resources to optimizing the customer experience (CX), often at the expense of other initiatives. In a competitive marketplace where customers have more choice and more market knowledge than ever before, this isn’t misguided by any stretch. An excellent...

5 Factors of Customer Experience You’re Probably Not Thinking About

There was a time not long ago when providing exceptional in-person customer service was the key to keeping customers coming back. Potential buyers could talk to a real person on the phone or in the store to get the information they needed to make...

Why CSAT Scores Aren’t the Best Metric for Measuring Customer Experience

The best companies in the world are obsessive about their customer experience. They understand that every single brand touchpoint is an opportunity to gain or lose a customer for life. This includes everything from the online store to the live chat to how a...

3 Factors to Brand Reputation You Might Be Overlooking

In 2021, it’s not enough for a company to look great on paper. Revenue, growth, and market share are only part of the equation. Today brands are also competing in the reputation economy, where a brand’s success hinges upon how the company treats its...

5 Innovative Ways to Use Virtual Agents

In a world of high competition, every company wants to differentiate. And when all things are equal, an incredible customer experience (CX) can tip the scales. Here’s the problem: Adding another service rep sounds great, but isn’t always fiscally wise. At this point, you have...

How to Build an Engaged Client Community in 2021

It doesn’t take a marketing guru to realize that brand loyalty just isn’t what it used to be. 2020 forced buyers to make hard decisions about what they could afford, where they could buy it, and if their values matched those of the brand...

6 CX Trends We Can Expect In The Next 5 Years

The customer has always been right, but the ways in which the customer is right seem to be changing all the time. The scramble for companies to refine and maximize their customer experience only got more intense during 2020, and that intensity is poised...

How SEO Plays Into Your CX

SEO is often something seen as belonging to the marketing team, and it’s easy to see why: 57% of marketers report that SEO generates more leads than any other tactic. Just because SEO is producing huge returns for marketers doesn’t mean that other teams...

To Reach International Audiences, Build An International Team

Source: Pexels Targeting international audiences is one of the best ways to raise your company’s growth ceiling. But connecting with people of other cultures isn’t easy. Just one-fifth of the globe speaks English. Even non-Americans who do have different traditions and norms than stateside consumers....

The Cloud Is Growing: 9 New Technologies Explained

The cloud — online, on-demand access to computing resources — has been around for a while now. But as the technology matures, business leaders are continuing to find fresh uses for it. Many of these cloud applications are badged “as a service.” Almost everyone...

6 Industries Taking Lead On Customer Experience During COVID-19

As difficult as COVID-19 may be for businesses, no one has been hit harder than the customer. Between lockdowns, financial uncertainty, limited financial aid, and ever-changing government rules, trying to navigate even the simplest tasks as a consumer has become difficult. Thankfully, businesses...

7 Ways to Build a Customer-Friendly Company Culture

Company culture has a way of trickling out. The values, ethics, environment, and leadership of your company — the ingredients of company culture — affect not just employees, but also your customers. Working somewhere with a great culture gives team members a sense of pride,...

6 Smart Ways to Meet Your Customers Where They Are

Forget almost everything you thought you knew about consumers. Since March 2020, they’ve reinvented their focus and are hardly the predictable buyers they once were. According to recent research from McKinsey and Company, shoppers are taking the art of freethinking to new levels. Three-quarters are...

5 Tips for Making it Easier Than Ever to Answer Customer Questions

Throughout the coronavirus pandemic, the relationship between customers and the brands they choose became increasingly focused. Consumers scrutinized businesses more intently, questioning corporate vision and culture. They shopped around for new products and tested merchandise they’d never considered buying before. And above all else,...

8 Tips to Keep Your Customer in Mind When Designing Tech

Consumers crave tech. But they’re only interested in technologies that are built with them in mind. Think about it: How much would you spend on something that doesn’t meet your needs? If you answered “nothing,” you and your customers are on the same page. No...

3 Tips for Establishing Consistent Quality in Customer Service

Customer service representatives are the unsung heroes of today’s commercial culture. That’s not an exaggeration. Run the receipts, and it’s hard to argue with that conclusion. Good customer service helps create loyal customers, and we all know how valuable a loyal customer is. In...

Final of 4 Tips for Training Your Customer Service Team on How to Represent...

No sector of your business is going to be working your clientele as closely or as frequently as your customer service team is. Your customer service workers are often some of the first people your patrons have the opportunity to meet and your first...

5 Integrations For Your CX Team

The COVID-19 crisis is hitting consumers hard, and businesses are dealing with the fallout. Research published in the Harvard Business Review found that customer service calls have become significantly more difficult to handle in the past few weeks, both in terms of volume and...

4 Strategies to Gain Customer Loyalty Through Cost Savings

It’s impossible to turn on the television or log on to your computer without hearing about COVID-19 and the impact it’s having around the globe. Less mentioned is the effect this pandemic is having on consumers. It’s imperative now, more than ever, to decrease...

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