Why Customer Experience Matters to Non-Profits, Too

Who is your client? In the for-profit world, it's pretty clear: To attract the business and continued patronage of clients and customers around the world, you must provide an excellent customer experience around your products and services. Actually, the philosophy to motivate nonprofit donors isn’t far off that same course…

Strange Days: Dealing with COVID-19

With the rapidly evolving swirl of news and rumors regarding COVID-19, the novel coronavirus, it can be difficult to know what to believe and how to respond. Still, this is the time to reach out, so that’s exactly what we’re doing.   Connection While modern technology boosts our connectivity, we’re…

The CX Turnaround: Learning from Mistakes

No one likes to fail. Trip-ups are terrible. Mistakes create mayhem. Especially when it comes to customer satisfaction, no business wants to risk a blunder. Yet, successfully turning around a negative customer experience can pay off powerfully in the long-term. Here’s why service recovery matters and how to do it…

The New Face of Company Loyalty

Recruiting, hiring, onboarding, training -- while easily justifiable, bringing on a new team member can be a major drain on resources. Although new employees bring ideas and energy, they also take time to ramp up and contribute productively to the organization's success. Retaining your strongest employees is always a smart…

Will Customer Effort Soon Be a Thing of the Past?

If you’ve been tracking your Customer Effort Score (CES), you’ve hopefully gained insights into ways to improve your customer relations. But if you’re also measuring Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), you’re probably wondering how important it is to track customer effort.   These KPIs have a…

Assessing Assessments: Why We’re Driven to Quizzing

Pop quiz: When is the last time you took a quiz online? No matter the platform or the topic, online quiz creation seems to be at an all-time high. But if nobody really likes taking tests, what makes so many people crazy about quizzes?   How big is the quizzing…

AI on EX: Why Artificial Intelligence is Transforming Employee Experience Forever

Working in the digital era, especially with the latest AI revelations, has resulted in a new quality of life. Technology companies, in most cases, routinely deal with AI development in their software apps and machines, but this article goes much further. We delve here into the employee environment, in general,…

Is your Customer Service Training Keeping Up With Customer Expectations?

Customer service training can’t remain static. While there are constants, yes, your training efforts need to evolve with changing customer expectations, too.   Happy customers buy more, remain brand loyal, and provide valuable word-of-mouth referrals. So, businesses today, regardless of the industry, know the importance of customer service training. But…

AI and CX in 2020 and Beyond

Artificial Intelligence (AI), sometimes referred to as machine-learning, has impacted the omnichannel customer experience in a big way as we enter 2020. Microsoft predicts that in the next five years, AI will create technologies that tie into around ninety-five percent of all CX interactions. However you want to look at…

EX(it) Strategy: How Staycations Support Employee Retention

To make your work work for you, sometimes you need to stop working. No matter your role, to operate at your best you need to be able to take your foot off the gas pedal once in a while. Working from home can definitely help, but there are times where…

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