By Sarah Pierce, Sr. Vice President Customers decide to take their business elsewhere for a variety of reasons: Whether it’s a negative experience, below-average product or service, or a general feeling of being treated as just a number, people are quick to make changes. What’s more, losing a customer has a significant financial impact […]
By Gord Ripley, Senior Vice President Operations at Verde Group There are many text analytics platforms available on the market today. In essence, they all claim to take unstructured data (verbatim) and turn it into structured insights. Terms like machine learning, artificial intelligence, natural language processing and sophisticated algorithms are being thrown around, but […]
By Sarah Pierce, Sr. Vice President Having a customer service department is essential to business success. Customers who have issues with your product or service want comfort in knowing that they can speak to a representative about their concerns. There are companies such as Amazon, that have international acclaim for their stellar customer support. […]
By Paula Courtney, Chief Executive Officer. It’s a never-ending battle for your customer’s business. We need all the help we can get because in most cases, we’re playing catch up to meet our customers’ ever-changing expectations. Don’t worry. You’re not alone. We can learn from others who have gone before us. Earlier this month I […]
By Michael Tropp, Vice President, Business Development Customer experience isn’t just about smiles and a positive attitude, at least, not anymore. While being cheerful and friendly are aspects that help build customer relationships, there are other aspects of the customer journey that could really benefit from technology to be more efficient. Shockingly enough, reports […]
By Sarah Pierce, Sr. Vice President When it comes to designing a superior customer experience, one can’t spend enough time and energy on the experience being delivered by customer-facing agents. According to our customer pulse database, 76% of customers report experiencing a problem with a supplier’s product or service in the previous six to […]
By Lori Childers, Vice President This month, the Airports Council International Airport Service Quality (ASQ) Awards released a list of the top airports in the world for customer experience. The survey asked questions to some 600,000 passengers at 343 airports, based out of 84 different countries. In the questionnaire, different aspects of each airport from […]
By Sarah Pierce, Sr. Vice President I recently wrote a piece which discussed some of the main aspects to consider when building a Net Promoter Score (NPS). Your NPS gauges how loyal your customers are, and with loyalty comes an increased amount of recommendations or Word of Mouth Marketing (WOMM). Consumers are 77% more likely […]
Pharma CX 2019 is only a couple of weeks away! We’re thrilled to have our very own Jon Skinner share his firsthand knowledge and deep expertise regarding customer experience in the pharma industry. He’ll be joining other pharma CX leaders focused on driving digital transformation and outcomes through better customer experiences. Don’t miss out on […]
By Sarah Pierce, Sr. Vice President A business can sink millions of dollars into marketing campaigns with the aim of getting a lot of visibility. But, we’re here to tell you that visibility doesn’t mean much if no one is willing to recommend your business to anyone else. Unsurprisingly, 90% of consumers read online reviews […]