An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

Consistency is at the heart of successful businesses that place customer satisfaction as a priority. Consumers expect a consistent experience across all brand interactions, whether online, in-store or ...

Prioritize customer needs. A customer-centric approach can help you use customer expectations to guide your CX decisions. Create a service strategy framework. Use AI-powered customer support to ...

Customer service can often be viewed as the “kicker” to an organization’s “football team.” It may not be the most glamorous or noteworthy position, but when the game is on the line with time expiring, ...

When customers see a real person's face and bio rather than a corporate logo, they perceive agents as friendlier and better ...

Many B2B buyers are looking for — and expect — a buying experience like that of a B2C customer and most put their buying experience on the same level of importance as the products and services sold to ...

Retail is one of the largest sectors in the world, with a retail sales forecast of $30.3 trillion in 2023. In a market so large and competitive, businesses compete to stand out to deliver bigger and ...

Natalie Ruiz is the CEO of AnswerConnect, an award-winning executive, and an event and workshop speaker. To continue reading this content, please enable JavaScript in ...

Studies show that increasing customer retention rates by a mere 5% boosts profits by up to 95%, which highlights the importance of prioritizing customer service and delivering an exceptional, ...

Even the best product can't stand on its own without exceptional service, and these WOOD 100 manufacturers have mastered the talent. Now in its 35th year, the WOOD 100: Strategies for Success ...

There is no customer strategy without human connections. Your business relationships with customers are vital to near-term success and future growth. Despite this, we often see companies (including ...

Brands racing to meet these shifting expectations are eagerly implementing digital solutions that promise efficiency and accuracy in an omnichannel environment. But this focus on digital ...