Tag: customer experience

The top 7 barriers to digital transformation for post-secondary education

In our last post, we examined the poor state of digital transformation at post-secondary educational institutions. Currently, the biggest factors driving the need for digital transformation are: Increased competition for higher learning institutions through increased numbers of schools…

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Students are frustrated with the poor state of digital in post-secondary

When speaking about the challenges of digital transformation in a rapidly-evolving market, the business/customer relationship is often the focus. However, we tend to forget that digital transformation is a conversation that is also of vital importance within education….

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Important etiquette tips for customer service on social, live chat and email

Social customer service isn’t just a nice-to-have anymore, it’s a must-have. As smartphones continue to change the way we live our lives, consumer expectations for social media customer service continue to evolve. Even just a couple of years…

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The Importance of Gender-Neutral Language for Customer Service

Attitudes toward what constitutes good customer service are always changing, because they are rooted in a culture that is always changing. Today, companies find themselves having to think about how they present themselves in entirely new ways, because…

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Benchmarks for digital customer service success

Customer expectations for digital customer service are rising, and in a hyper-competitive market, it’s important to regularly benchmark your performance against your competitors so that you have a firm understanding of how you stack up. By measuring your…

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Why are companies still ignoring complaints on social media?

Recently, I had a frustrating customer service experience that is still, sadly, all-too-common. Last year, I bought a couple of pairs of pants from a brand that I had known to be very reliable and durable when I…

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Getting the right tone in customer service: some do’s and don’ts

Tone is one of the most important aspects of a successful customer service interaction; when recalling the interaction later, customers won’t remember the words that you used, but they will remember the tone and how it made them feel….

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10+ ways to reduce contact center hold time

One of the few universal truths of customer service is that nobody likes being on hold. In a world with ever-increasing demands on our time, we all have better things to do than listen to poorly-looped smooth jazz…

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Integrating social media into your contact center

A few years ago, conversations about the utility of social media for business would focus on social media as a listening tool. Experts would position social media as a way to passively gather data from the market to learn…

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Employee experience is the new CX

As digital technology continues to revolutionize the way we do business, many businesses have started to learn the importance of focusing on their customer experience (CX). Today’s consumers are loyal to experiences, not brands, and many companies have…

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