Chalmers Brown
The Customer Experience Trends Shaping Retail This Year
The customer experience is inarguably essential for retail brands in terms of revenue growth and general stability. This is true whether a customer browses through a physical store location or an online site. The presentation of both can make or break how the brand...
How the Right Content Can Help Your Customers Self-Serve
The last decade has seen a meteoric rise in the value and importance of content in business. Online shopping has isolated customers during the shopping experience, leaving self-serve content to fill the communication gap. B2B service provider Visual Objects reports that even when visiting...
4 CX Tech Trends Transforming the B2B Space
Customer satisfaction is the key that can unlock everything from higher conversion rates to improved branding for your company. However, it can be hard to know how to move the needle on the customer experience (CX), especially in the B2B market. This is where...
Why Your Customer’s Needs Have to Be Top Of Mind
“The customer is always right.” It’s a mantra parents teach their children, especially when they experience poor customer service. It’s a concept business students learn in school. Above all, it’s a mindset that infuses every corner of the business world. Every company has customers...
How You Can Convert “Maybe” Customers into Profit
In the data-driven 21st-century world, we’ve managed to define many different kinds of customers. From new prospects to impulse buyers, loyal patrons to individuals with buyer's remorse, there are many different categories and definitions for those who buy from a company. One kind of...
How to Improve Your B2B Sales Prospecting With Data
Business-to-business (B2B) sales prospecting is a process that requires a lot of time, effort, and energy. You are constantly trying to find new leads and reach out to them in the hopes of converting them into customers. And even when you do manage to...
3 Ways to Improve Call Calibrations in Customer Support
When you have data in one hand and unhappy customers in the other, you know it’s time to improve your customer experience (CX). This is especially crucial in startups, where every happy customer is a potential brand ambassador. In fact, even if your customers...
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...