Think of a recent experience you had at a store. What were the attributes that contributed to how you felt about that experience, whether positive or negative? Maybe the sales representative went above and beyond to make you feel special. Or maybe you had the opposite experience – you were mistreated and left feeling like […]
Most people and organizations don’t know whether they’re succeeding or failing in their customer experience (CX) program. That’s really scary, given that everyone knows that providing an incredible customer experience often means the difference between whether an organization succeeds or fails.
When we have great (or not-so-great) experience with a company, we can’t wait to tell our friends, and often, the company who provided the experience. Whether you’re a new business or you’ve been around for decades, your customers are talking. Do you have the right tools to capture what they’re saying?