Elizabeth Clor
Is Website Performance Killing Your CX?
Shrinking attention spans are making website speed more critical than ever. There is nothing more frustrating to a website visitor than a site that doesn’t load immediately, and there is only a small window of time to capture a visitor’s attention. Customers will leave...
To Offend or Not To Offend? The Holiday Controversy Question
With the recent controversies over red Starbucks cups and holiday sweaters, retailers are faced with hard questions about their brand identity. There’s an adage that says “it’s not what happens to you that matters—it’s how you respond that’s most important.” How a business responds...
Customer Experience and the Content Economy
The content economy has skyrocketed. Within just the past five years, brands are investing billions into content strategy to boost customer engagement, broaden communication channels, and draw attention to the brand. While content once was "king," content now lives everywhere, and it's become a...
Is Your VoC Program Capturing All Customer Feedback?
As marketers and customer experience professionals, we're becoming increasingly focused on how we can deliver a consistent, delightful experience throughout all stages of the buyer journey. If you haven't heard the term tossed around before, "omni-channel" refers to all of the ways (or channels)...
64 Questions to Ask When Planning your Next User Conference (Part I)
Ah. The elusive B2B software user conference. With fancy venues, lavish networking events, product demos galore, and more content than anyone can possibly digest, the B2B software user conference has become a must-do for SaaS companies to educate customers, build relationships, launch products, and...
The 8 Ins and Outs of Customer Experience Management
Are you “in” or “out” when it comes to customer experience management? Keep your program ahead of the curve and beat the competition with these 8 trends: Out InWhy Long surveysLong surveys with questions that don’t adapt or change based on previous...
How The Massive K-Cup Disaster Could Have Been Avoided
“Quite honestly, we were wrong. We underestimated the passion the consumer had for this. We missed it. We shouldn’t have taken it away. We’re bringing it back.” These are Keurig CEO Brian Kelley’s words to market analysts last week, when he admitted it was a...
4 Steps for Making Your Business More Emotionally Intelligent
In a series of predictions for 2015, Clarabridge CEO Sid Banerjee said that businesses will focus on emotional intelligence to better understand and respond to customers. Businesses that use emotional intelligence to drive strategy will develop lasting, positive, and profitable relationships with their customers....
Bringing Sexy Back to Customer Service
As 2015 approaches, customer care organizations are setting priorities and thinking outside of the box on how to deliver amazing customer experiences. Customer service is becoming a differentiator for many businesses. How are they doing it? Maria Hamm, head of customer experience and customer service...
5 Tips for Thanking your Customers
I tweeted to 15 major brands yesterday asking them what they were most thankful for. Most of them actually did not reply (a definite engagement miss) but the ones who did were in solid agreement. Customers are what businesses are most thankful for, at...