What if a company neglects Customer Experience? “WHAT IF” Series
How do you feel when you are treated badly as a customer? When your voice is not heard…! When your problem is not solved! When you feel simply ignored….! In a previous publication, we remarked on the importance of Customer Experience, and we stated that all studies performed by industry experts show that customer experience […]
What if a company wouldn’t have customers? “WHAT IF” Series
Can a business run without customers? Can it succeed? No, a business cannot run successfully without customers. Customers are the foundation of any business, as they provide the revenue necessary to sustain operations, grow, and generate profit. Here’s why customers are essential: 1. Revenue Generation Sales and Income: Customers purchase products or services, generating the […]
October: A great month of the year that deserves our attention!
Three Great Events to be celebrated in October They are core components in the journey to Business Success! The CUSTOMER EXPERIENCE (CX) Day The reasons for choosing October as CX Month include: End-of-Year Planning: October is a strategic time for businesses to assess their customer experience strategies and make improvements before the holiday season, which […]
Do ISO standards help to achieve business success?
We believe that the foundation for sustainable business success in any company lies in 6 building blocks: EMPLOYEE EXPERIENCE, CUSTOMER EXPERIENCE, LEADERSHIP, STRATEGY, INNOVATION, and AGILITY. However, to put together those building blocks we believe the ISO standard can potentially be the glue that can also lead to improvements in various aspects of an organization […]
How to deliver Seamless Experiences?
Achieving the ideal human/digital balance for serving your customers
How to get the digital momentum going?
You must start with an objective in mind. What are you seeking to solve for? That answer is going to be different depending on who you speak to within the organization. Seek out your key users, think about how they understand the business, and talk to them in their language. You might talk to an […]
Seamless Experiences: Delivering Intentional, Unified Experiences for Customers
“All our operators are busy; please hold for the next available agent.” Does it sound familiar? These words are sometimes just the beginning of a long and frustrating experience. Sometimes it leads to other painful comments such as “Please hold while I check with my supervisor,” or “I’ll transfer you to that department.” And too […]
Building Customer Loyalty and Retention.
Specific strategies to build customer loyalty and retention: Improving quality, price, service and value perception. In an increasingly competitive market, customer loyalty and retention are fundamental pillars to guarantee the success and sustainability of any business. The combination of quality, price, service, and value perception plays a crucial role in customers’ decision to remain loyal […]
Is Customer Experience just about surveys and customer satisfaction?
Yes? No? Maybe? The right answer is a rotund NO! Why? Simply because there is a new factor that is greatly impacting Customer Experience (CX) nowadays, and we must be aware of what we can and must do to mitigate its negative impact on CX. CX encompasses a broader scope than just surveys and customer […]
