Customer Experience Optimization

Creativity is essential in our highly competitive business environment. As technology and options expand, customers' expectations for higher value are always rising. Companies that use creativity to understand, anticipate, and exceed

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Customer loyalty is important to business success. Profitability of customer retention is pretty much common knowledge.

So companies do a lot to encourage customer behav… Continue

Why do sales and service representatives feel compelled to tell customers how to answer a survey? Does the company want to know what the customers really think, or is the company trying to build positive publicity by claiming superior ratings?

The answer to the second question exposes the company's cultu… Continue

Curiosity is the key to great listening skills that improve customer experience. When you're truly curious about your customer's opinions, expectations and requests, you'll find the customer to be more pleasant, interesting and fulfilling to you as well.… Continue

If value is defined as benefits versus costs, what's your company's customer experience value ratio? Superior value is the objective of customers and marketers alike. And since customers hold the purse strings, marketers are compelled to view value as customers do. In the customer experience value ratio… Continue