Last week I spent 49 minutes on the phone trying to resolve a problem with a hotel reservation. (I canceled it two weeks prior to the date, they still charged my card... need I say more?) I didn't mind
Brands want loyal customers. They buy more, pay more, and refer more. But research shows that loyalty is in decline. Consumers are considering more brands and switching providers more frequently than before.
But even if your organization isn't ready for that type of change, you can still better connect with your customers by digitizing a few key support processes to engage more authentically with customers.
As a business owner, you’re already aware that your customers are the lifeblood of your business. And that’s why it’s important that you engage with them. The problem is there are plenty of companies there
Fredrik Broden Customers’ assessments of quality and value, decisions about what and where to buy, and recommendations to others are all influenced by emotions. But too often companies don’t adequately
We began offering free credit scores at Credit Karma in 2008 because we felt that people shouldn't have to pay for this data. As worthwhile as that mission was, our success as a company would have been
Decline comes amid record number of recalls, higher prices and fewer incentives By Jeff Bennett Jeff Bennett The Wall Street Journal Biography @jeffbennettwsj jeff.bennett1 Google+ email@example.com
If you, like me, are a fan of the long-running CBS-TV reality show, "Undercover Boss," you watch with particular interest when a wig-and-makeup-clad CEO is compelled to interact directly with the company’s
Following on the first article on defining customer experience, this second installment looks at the first essential step of improving the experience you deliver, which is mapping out your customer journey.
To generate revenue and grow your startup, acquiring customers is clearly a priority. With so many potential avenues and platforms to put to work, it is challenging to know just which strategies to employ
Customer experience truth-teller Augie Ray says customer experience is an attitude, not a process. Customer experience is, “sure we can do that for you!” It’s “I’m so sorry for your frustration, let’s
Opinions expressed by Entrepreneur contributors are their own. People gravitate toward companies because of their products and leave them because of their service. Why is it then that so many large companies
Studies have shown that 68% of customers leave a business relationship because of a perceived attitude of indifference on the part of the company. Perception is everything. Perhaps employees aren’t actually