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Digital Customer Experience to Win the Competitive Battleground

digital tools

“Customer Experience is the next competitive battleground” Jerry Gregoire, former CIO of Dell Scott Galloway, Clinical Professor of Marketing at NYU, announced in a recent lecture entitled Death of the Industrial Advertising Complex: “The sun has passed mid-day…

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Digital Customer Experience Key to Chick-fil-A Rapid Growth

Chick-fil-a-one digital customer service

When one thinks of digital customer service through apps, text messaging, or social media – we’re not likely to think about fast food, an industry that hasn’t changed a lot since the turn of the century. That’s why…

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In Customer Experience, Are Numbers More Powerful than Words?

Correct by 5%, 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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Canadians Quietly, Politely Abandon Businesses They Don’t Like

It used to be that people established tight, ongoing relationships with more than just other people – in fact, these kinds of unique relationships often extended to companies and their products. Take, for example, my parents, who’ve only…

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Customers Ditch Companies After Just One Bad Experience, Study Shows

What happens to those businesses that put less thought into customer service experience and engagement? Unsurprisingly, a new study shows the results are anything but pretty. The study, which was carried out by international consulting group Fifth Quadrant…

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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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Study Shows Customers Demand Mobile App Service

A new survey reveals that an overwhelming majority of consumers want access to a customer service experience that is entirely app-based – meaning no need to call or email for help. The survey, which involved just over 1,000…

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Text Messaging Helps Companies with Low Customer Satisfaction; Survey Shows

A new customer service survey shows that many consumers are growing tired of traditional customer service support models. It suggests the answer may be digital service channels, such as text messaging support. The survey, which was carried out…

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Responsive Online Presence is Key to Happy Customers

A new blog from Help Scout – a company that makes a web-based help desk focused on helping firms create better customer experiences – sheds light on some important facts, quotes, and statistics about the changing customer service…

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