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The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. It’s moving from
Have you ever had to deal with a customer who was really angry? While most days aren’t perfect, if generally takes a lot for us to get red-in-the-face angry. Of course there are exceptions to this rule,
I’ll be honest. When we started recording episodes for our Crack the Customer Code podcast, I wasn’t sure if my co-host Adam Toporek and I would have enough to discuss. I mean, how much is
I get a lot of “what a cool job!” when I describe what I do. It sounds so glamorous. And everyone is a customer, so of course I hear about the worst customer service they
Consistently gathering customer feedback is a great way to see patterns around satisfaction, loyalty and other key performance indicators, but some of the most valuable information hides beyond typical survey results. There are important questions
Customers hear from you regularly. Right? As you dwell on how often you actually connect with a customer (once a week? once every few months? never?) I want to remind you of one simple fact.
Recent data from InMoment revealed how missing expectations for customers has a greater impact than meeting or even exceeding those expectations. So while you might be doing your best to provide those wow moments for
You want to create experiences customers will want to return to. It’s no secret that learning what customers really want and need is a key component to this! But while asking a few basic questions in a
By Natalie Smith Hawaiians have a reputation for delivering stellar customer service. They seem to always maintain a genuinely warm and friendly manner when dealing with their clients, making it virtually impossible to feel dissatisfied even
Asking customers for feedback is generally easy, but asking questions that spark action is not. And every customer’s journey is different, so why ask every customer the same old questions? Neat piles of similar responses look
