Customer Experience News & Trends

Customers want more: 5 new expectations you must meet now

Customer expectations are rising faster than steroid use in Major League Baseball (MLB) – and companies are responding even slower than the MLB. Wait much longer to meet customers’ new expectations and your company may see its reputation tarnished, too.

What customers want cut from their experiences with you

Customers want you to cut something from their experiences with you. Can you guess what it is?

Should your customers have an app for you?

Is it time for your customer service to go mobile? This statistic might sway your opinion.

What fast answers online mean to the bottom line

If your contact center can’t answer customers’ questions through online channels quickly, you may be losing more sales than you imagined.

Who really wants online help? The answer will surprise you

Mostly younger customers crave customer service help online, right? Not so fast …

Online service: Good enough isn’t good enough anymore

Online help from your contact center can’t take a back seat anymore. Customers expect more.

Think your online tools are enough?

If you think your online customer service tools are helpful enough, new research suggests you might be mistaken.

Do you need a Chief Customer Officer?

Do you really need another person at the c-level – as in a Chief Customer Officer? If you want to increase profits, the short answer is …

The high cost of poor online service

When customers can’t get questions answered or issues resolved online, it could cost you millions.

Why the C-Suite is finally thinking Service

Contact centers have long been considered a back room function of companies. Not anymore, say many executives.