Consumers aren’t satisfied to simply buy products from companies anymore and just walk away. They crave deeper, more meaningful customer relationships with the brands they choose. In other words, it’s time to start investing in your customer relationships. Building relationships with buyers is a surefire way to future-proof your business. For one, you’ll make it […]
Whether you deal with $500,000 service contracts or $5 retail products, every touchpoint you have with a customer is an opportunity to care for them—and keep them coming back to your brand for life. What if someone asked your customers, “How do you feel about that brand?” How would they answer? It seems like an […]
No matter what industry you’re in, customers want quick responses when they contact you with complaints. Customer service agents similarly want to resolve issues on the first try. First contact resolution (FCR) is a metric that plays a crucial role in whether your customers keep coming back. It also affects whether they refer you to […]
The customer marketing and sales journey of today look almost nothing like the customer journey of the recent past. Instead, experiences are largely (but not entirely) digital, take place on multiple parallel channels, and are both more personal and less linear than ever before. As the customer journey has become more complex and increasingly digitized, […]
Without customers, your genius, innovative, and potentially millionaire dollar idea is worthless. That may sound harsh. But, that’s just reality. Your customers are the lifeblood of your business. And, as such, you need to do everything to improve the customer experience. What exactly is the customer experience? I’m glad you asked. Forrester Research defines customer […]
