CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. How can you turn your customers into promoters?

Contact Center 266

Contact Center CX Technology Technology 266

Beyond Philosophy

MARCH 2, 2016

New research reveals other important factors affect people’s emotional perception of your experience as well: where they live. Their technology examined conversation and silence, ringtones and hold times. The implications the Marchex research reveals for your Customer experience are thought-provoking, to say the least.

Customer Experience 111

Customer Experience Customer Experience Management CX Technology 111

Beyond Philosophy

MAY 31, 2019

My colleague Professor Ryan Hamilton of Emory University and my co-author and co-host for The Intuitive Customer used to be afraid of shark attacks. It seems reasonable until you learn he lived in Ohio. Buying technology during Mercury Retrograde or on Friday the 13 th. So, what does that mean for your Customer Experience?

Customer Experience 127

Customer Experience Social Media CX Customer Loyalty 127

CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. How can you turn your customers into promoters?

Contact Center 182

Contact Center CX Technology Technology 182

Beyond Philosophy

MAY 31, 2016

Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? Which came first, cowboys or saloons? Chickens or eggs?

Customer Loyalty 111

Customer Loyalty Customer Experience Sales Technology 111

Win the Customer

JULY 22, 2016

Refine the keyword to something more specific, such as “sixteenth century dolls in Ohio” and you’ll likely see an uptick in website visitors. The website likely won’t ever get to the front page of the search engines with that type of broad marketing. Difficult Navigation Schemes.

Social Media 75

Social Media Construction Engineering Technology 75

CX Journey

AUGUST 29, 2017

The Ohio Manufacturing Institute recognizes five major stakeholders in organizations. In order of importance they are: customers, owners, managers, employees, and community. Without products, and customers who buy them, there is no company. But that's not the topic of this post.

Manufacturing 64

Manufacturing Customer Loyalty Start-ups Customer Satisfaction 64