Companies are scrambling to find ways to improve the customer experience and keep their current users happy. However, many aren’t focusing on how handle the customers who turn on them after a slip up—usually by venting their frustrations on social media and review...
Average companies think “customer service” ends with CSRs and feedback forms. While these may help maintain minimal levels of customer satisfaction, they’re not going to earn a company any diehard fans. In order to turn customers into champions for your brand, the...
Customer Success is a greatly misunderstood and underestimated part of a business’ overall customer experience. Without a customer success strategy in place, a business can’t hope to retain the customers marketing has attracted, or create a fanbase of customer...
Technology and social media are changing the way businesses interact with customers. What your customers say online can now determine the fate of your brand—for better or for worse. And no amount of slick marketing campaigns can stop it from happening. In this...
You don’t control your brand anymore—your customers do. It can be built up (or torn down) by what they say on social media, in reviews and during one-to-one conversations with their peers. The only thing they care about is the experience they have every time...
The customer experience used to be all about the product. But the product is no longer the centre of the universe. With the right technology, anyone can replicate it. Gaining a competitive advantage now means making every part of the lead-to-revenue journey an...
