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 and their leaders are doubling down on their CX efforts. But for many, a very important question stands in the...
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 to sell something, or sending those “EXCLUSIVE” email offers straight to trash to avoid them taking over our inboxes. As…
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 these carefully-considered archetypes, as their marketing and sales strategies will be dictated by what they know about them. While identifying...
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 great customer service. When done right, good service leaves customers feeling happy, turning them into loyal advocates and preventing against...
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 are actually useful and yield the best results for our businesses? All hail the Customer Effort Score (CES)! What is CES?…
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 end there. Last year, 21% of Americans said they hadn’t done any of their present buying by the end of...
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 from the pack and stave off competition you need to do more than service your customers -- you must delight...
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. However, new research from NewVoiceMedia shows that what might be obvious isn’t necessarily simple. Poor customer experiences result in an estimated...