Personalizing Service

Customer Expectations Work Both Ways: Know When to Engage, and When to Step Back

Customer Expectations Work Both Ways: Know When to Engage, and When to Step Back

This week’s CX Beat post is in response to A Tricky Little Customer Service Secret: Wowing Customers Can Turn Them Off (If You Do It Wrong), by Micah Solomon. No matter the industry, any time that frontline representatives are at work, they are learning how to deal with and manage customer expectations. While typically, the …Continue Reading

Deep CX Thoughts: Episode Nine – Retail Loyalty

Deep CX Thoughts: Episode Nine – Retail Loyalty

In this week’s episode, we draw attention to the fact that despite having the latest technology, only retail stores with dedicated associates who wish to help customers will see high return rates. #DeepCXThought  

Deep CX Thoughts Episode Eight: Creating Loyal Customers [Video]

Deep CX Thoughts Episode Eight: Creating Loyal Customers [Video]

Although self-serve and technology may make customer interactions easier, these tools do not create loyalty. Hiring employees who care to help customers and foster a relationship will build out a base of loyal customers who come to you for help time after time. #DeepCXThoughts  

Deep CX Thoughts Episode Seven: Human Story Behind Each Purchase [Video]

Deep CX Thoughts Episode Seven: Human Story Behind Each Purchase [Video]

In this week’s episode, we are sharing a #DeepCXThought highlighting that each purchase a consumer makes has a human element to it. If employees can recognize this human element, they will begin developing meaningful and longstanding relationships with their customers.  

Earning Loyalty Through Respect – A Customer Feedback Tale

Earning Loyalty Through Respect – A Customer Feedback Tale

Today we are excited to share with you a guest post from Nate Brown. There are many benchmarks for CX maturity within an organization.  While you may not find this indicator on an executive dashboard, one of the most powerful signs is how a brand responds to customer feedback. Going about my normal life this …Continue Reading