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Customer experiences are so important that the things businesses can do to analyse and improve them have given rise to a slew of terminology. So, what is a customer experience platform? In simple terms, customer experience platforms are software packages that make it possible for you to analyse and improve or deliver service so that… …
You may be going all out to deliver excellent products or services, and you’re sure to have designed your physical or online store to provide a positive customer experience. But have you hit the sweet spot and earned your customers’ approval and loyalty? The only way to find out is by measuring customer experience, and… …
Nowadays, an increasing amount of business is done online. But that doesn’t mean that customer experiences aren’t just as important as they are when doing business in person. The challenge you face is this: your customers should feel as engaged when dealing with you through online channels as they would if they were to meet… …
Have you ever felt great about doing business with a certain company? You’re sure to support them again if the need arises. What’s more, you’ll be happy to help people you know by telling them where they can get a fantastic customer experience. It’s that moment when you tell a friend “You should try X… …
Customer service is one of the most important differentiating factors that customers look at when choosing between competing companies. No matter how great your products are, customers want to know that you’re ready to help them when they have questions, problems, or just need advice. However there are many types of customer service, and individual… …
Communicating with customers is something we all do. Whether it’s emails, instant messaging, calls, or advertising, what we say to our customers will draw them in, leave them feeling neutral, or alienate them. Hoping to take the high road to communications excellence? It can be a tricky balance. For example, those newsletters you send out… …
No matter how good your business is and how hard you try to keep them all happy, there will be times when your customers get angry. Whether or not their anger is justified, they represent an opportunity rather than a threat. But to realise the opportunity for improvement that they represent, you first need to… …
Most businesses would like to say they are customer-centric. But what is customer centricity and what does it really mean? Customer centricity means placing your customers at the core of your business. While this might sound sensible, few businesses really do it. In practice, they often see their special expertise as being “core” with customers… …
Listening is a skill – and not everyone has refined their active listening skills. Instead, they think about what they will say next or find their minds drifting off to a different topic. That isn’t always a train smash, but active listening in customer service is a must. In active listening, you don’t just listen… …
We all know what customer service means and then up pops “customer experience” as a newer term that might seem to mean the same thing. So what’s customer service vs customer experience? Are the differences significant enough for you to care? Here’s the short version. Customer service is a very important part of customer experience,… …