Author: Leslie Maxwell

4 Ways Customer Experience Is Your Competitive Advantage

Customer experience = customer satisfaction

Some of the world’s most successful businesses have risen above their competition by following one simple rule: “The customer is always right.” Now, organizations are reaching for the next level by prioritizing the “customer experience,” which means more…

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In Customer Experience, Are Numbers More Powerful than Words?

Correct by 5{37abcf34a54b93343e5398ae04805616021ee806af480764212b11c4286aaf7a}, words or numbers

Yesterday I watched a basic accounting tutorial on Lynda.com that asserted that words were not as important as numbers because if we lost all the published novels in the world, life would go on; but if we lost all…

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Maximize Your Digital Customer Experience

Digital customer service experience on a tablet

Many of the world’s top companies are making major strides in their efforts to offer the best digital customer service experience. But a new report shows that many companies are struggling to make this important change. The report…

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The Secret to Providing Best Digital Customer Service Experience

A new study shows that, for a company to implement a successful digital customer service experience, change must be embraced at the very top of the organization. Specifically, the study – which was carried out by international research…

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Better Brands Have Happier Customer Service Agents

Ask any customer service agent what they’d like to change about their job and the first thing out of their mouth is likely to be ‘the customers.’ And it’s no wonder since they face screaming, threats of physical…

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2-Way Text Messaging for Customer Service: Not Enough Successful Implementations

New research from McKinsey & Company, a global consulting firm, reveals the difficulty customer care centers face when implementing digital “e-care” solutions, from 2-way text messaging, email and social media support. The report is based on interviews with…

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