Managing Menu Hacks to Ensure Efficiency and Good CX

One of the key differentiators being used by fast food restaurants is the ability to customize orders, beyond simply asking for additional condiments. ”Menu hacks” like ordering items not on the menu, finding better deals by ordering a base item and then adding options, and asking for custom-made items or combinations of items have increasingly […]

Background Noise Elimination a Key to Ensuring Good Interactions Through Voice

It is no secret that customers and the companies with which they do business have shifted to digital channels to handle many interactions. In addition to being more convenient for both customers (chat, messaging apps, and social media interactions often feature shorter wait times and the ability to interact while doing other things) and companies […]

Customer Authentication – Efficiency Is Important to Ensuring a Good Experience

One of the key issues that still plagues customer-facing organizations is the account authentication process; essentially, making sure that the person contacting customer support with an issue is either the account owner, or an authorized user. This step is extremely important for organizations of all types, as inadvertently allowing a non-authorized user to gain access […]

Creating Compelling Customer Experiences to Entice People to Attend In-Person Events

Last week, the New York Mets, winners of 101 games during the regular MLB season, hosted all three games of the National League Wild Card Series against the San Diego Padres. While the Mets were able to sell out Games 1 and 2, Game 3’s announced crowd of 39,241 people, or 94% of Citi Field’s […]

Using CX as a Strategy for Managing Economic Downturns

It is no secret that the economy has made life difficult for companies and their customers. Rising prices due to inflation, a challenging interest rate environment, and near-daily predictions of a full-on recession have done little to instill economic confidence in either the short or long term. Some organizations have responded by redirecting their focus […]

Providing Real-Time Feedback to Improve CX

One of the biggest challenges faced by telecommunications companies is providing a good experience throughout the entire customer journey. However, friction that occurs during that journey, from the initial product research phase to the purchase process, and even through onboarding, can poison the customer/company relationship and drive customers away. And while most telcos provide some […]

Using Pricing Strategies to Influence CX

One of the most basic elements of a customer’s experience with a product or service is its price. Although other factors come into play (how customers are treated, ease of use, and their overall service experience), the bottom line remains a key driver in the customer’s experience. Frequently, price sets the tone and framework for […]

Leveraging CDPs to Turn Customer Data into Action

Customer data platforms (CDPs) are software applications that are designed to consolidate and manage customer data across all touchpoints to provide a unified view of the customer and their entire journey. They are designed to help organizations understand how customers have been interacting with the brand, from marketing, through sales, and post-sale, all in one […]

How Social Listening Can Improve CX

Capturing customer feedback through surveys can be extremely useful, particularly when detailed information is provided immediately after an interaction has taken place. But many insights and details about a product, service or brand may not surface through these targeted, highly specific feedback-collection mechanisms. Instead, many organizations have deployed social listening, which is the process of […]

Mitigating Product Design Issues with CX

In an ideal world, a company’s products and services would be designed with feature sets, usability, and functionality tuned to each individual customer’s bespoke preferences and needs. Such a business model is neither economical nor practical, so customer-facing teams must be willing, able, and prepared to mitigate any real or imagined product design or usability […]

Reducing Negative Peaks to Improve CX

The “Peak-End Rule,” which is based on research conducted by Daniel Kahneman and Barbara Frederickson, posits that humans assign a greater level of weight or importance to the most intense positive or negative moments, or peaks, during an experience, as well as to the final moments, or end of the experience. One only needs to […]

Managing Customer Complaints Effectively and Efficiently

Even when an organization has taken a proactive and thoughtful approach to delivering an excellent experience, there are bound to be customer complaints. These complaints can be centered on the failure of a product or service to live up to the customer’s expectations, excessive customer effort, or dissatisfaction with a company policy, staff issues, or, […]