Chalmers Brown

Improve CX in Your Organization by Keeping Customer Data Secure

It doesn’t matter if you ask someone for an email, phone number, or credit card. The moment you receive any information from a consumer, you’re expected to keep that information secure. That’s a tall order. But it’s a necessary one, especially in a world...

3 Reasons Why Customers Prioritize Sustainably Sourced Purchases

Consumers are increasingly gravitating to ethically and sustainably produced goods, not just in the U.S., but globally as well. So what does it mean to make sustainably-sourced purchases, and what are some of the reasons consumers are driving market trends in sustainability now? When we...

How to Achieve Above-and-Beyond Customer Service in a Tough Economy

Tough times can fall on companies and consumers alike. Whether it’s a global pandemic or the possibility of a recession, major changes impact the world. They also impact which brands get buyers’ business. During difficult periods, people become a little more discerning with their dollars....

Your Customers Want to Self-Serve — 4 Ways You Can Help Them Do It

Image credit: Olha Ruskykh; Pexels Many business leaders believe helpful customer support representatives are the be-all and end-all to great customer care. That’s simply not true. While your customer service team is essential, customers have come to expect more. Calling a representative shouldn’t be...

How Growth Marketing Can Be The Key To Unlocking Customer Service Success

Growth marketing is about growing your customer base quickly with constant testing, experimentation, and expansion of your marketing tactics. But to be sustainable, it also must focus on creating and nurturing customer relationships. Effective growth marketing improves customer relationships, reduces churn, and increases the...

4 Things You Should Consider When Taking Your Company Global

Expanding overseas is no longer a far-off goal for smaller businesses. Advances in technology and shifting work dynamics make it possible for any company to go global. While common reasons for international expansions include growth opportunities, most business leaders don’t make these moves overnight....

4 Areas of Customer Experience You Haven’t Thought to Overhaul—Until Now

Customers keep your business rolling along. Yet the average consumer has become increasingly finicky since 2020. To keep buyers coming back, you have to give them an experience beyond expectations. This probably doesn’t surprise you, especially if you’re involved in your company’s sales, marketing, or...

How Customer Experience Management Platforms Are Impacting These 6 Industries

The customer experience (CX) has always been vital to the relationship between consumers and brands. Yet companies increasingly are finding out that gaining real-time insights into their customers’ perceptions is more valuable than ever. Consequently, businesses across a range of industries are augmenting and...

How to Boost Your CS Agents’ Confidence Through Data-Driven Coaching

In 1994, Harvard Business School professor James L. Heskett and his co-authors laid out the concept of the “service-profit chain,” describing how employees’ internal reflections on their performance translate into significant external impacts. In the now-classic Harvard Business Review article, the authors’ data demonstrates...

How Stress-Free Employees Improve Your Customer Experience

Your whole business hinges on your customers. Without fans, you couldn’t keep the lights on or pay for web hosting, let alone scale up. Most organizations realize this, of course. They’ve heard that six out of 10 people will lose brand faith after a few...

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...

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