Small and Medium Businesses

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 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.  

2018 Customer Experience Trends – Free eBook

2018 Customer Experience Trends – Free eBook

TCFCR’s 2018 Customer Experience Trends is now available to download as a FREE eBook! Download this eBook to learn the most popular trends that will rock the customer experience world next year. Whether it is wearable technology, or voice assistants that better understand and help us, 2018 is sure to see a great deal of new and …Continue Reading

2018 Customer Experience Trends

2018 Customer Experience Trends

Most executives talk about improving the customer experience—even of creating the quintessential customer experience—but too few walk the talk when it comes to developing and implementing strategies, policies, and training initiatives that can truly make a difference. Some exceptional firms are going all-out and competition dictates  others will either catch up or fade away. Review …Continue Reading

2018 Retail Trends

2018 Retail Trends

Welcome to the experience economy. Combining customer research, technology, and outside-the-box thinking, brands and retailers have reinvented shopping as a personalized, participatory experience that few consumers can resist. For brick & mortars, creating exciting in-store experiences promises to bring back customers once thought lost to online shopping, while online retailers are finding new ways to …Continue Reading