We’ve all heard the phrase “the customer is always right.” This statement is frequently argued, especially when a heated customer is treating an employee poorly. But, one thing is for sure, the customer is always right about how they feel. This point crystallized for me as I attended Forrester’s Customer Experience Forum in New York […]
Proper timing of customer satisfaction surveys depends on the type of product or service provided, the type and number of customers served, the longevity and frequency of customer/supplier interactions, and the intended use of the results. Three very different approaches to measuring customer satisfaction exist. Each produces meaningful and useful results and are appropriate for […]
Customer satisfaction reflects the expectations and experiences that the customer has with a product or service. Consumer expectations reflect both past and current product evaluation and user experiences. Think about any major purchases you’ve made recently. Did you research your purchase? Did you collect information from advertising, salespersons, friends, associates, or even test the product? […]
Barely a week goes by without a major brand hitting the headlines for failing to live up to customers’ expectations. When a single customer complaint can go viral and get millions of views on social media, those larger failures have now become mainstays on the national, and sometimes international, news agenda. Airlines, car manufacturers, retailers… […]
Customer experience management is only for the determined: 70% of all customer experience transformations fail, according to research by McKinsey and Co. And of those failures, 72% can be attributed to employee resistance and unsupportive leadership behaviors. Ron Ritter and Will Enger from McKinsey & Company outline three steps to align front-line behaviors with the […]
I’m going to give you a phrase and you say the first thing that comes to mind. Ready? “Government services.” Okay, let me guess—excellent, efficient or fast probably weren’t the words you landed on. You’ve had enough interactions with the DMV or other government entities to know that lengthy processes and lack of […]
Most of us have probably been influenced by a coach or a mentor that had a positive and lasting impact on our life. Chances are, that great coach didn’t just help you learn to land that triple toe loop or run an option offense—he or she probably instilled in you the value of setting and […]
Have you ever been shopping in a store and gotten the impression that the people there didn’t really care about your business? Maybe you walked around the same aisle a few times, hoping that you’d get a salesperson’s attention, but they all seemed preoccupied with other customers or tasks. Did you leave the store totally frustrated?
If you’re a digital marketer, you’ve likely made attempts to address cart abandonment. Perhaps you’ve revised your checkout flow or employed retargeting emails or ads. But there’s another way to think about online cart abandonment, and we’d like to introduce it with a story about a clothing shop and its creepy mannequins.