Category: Customer Experience Strategy

Most organizations aren’t short on customer data — they’re overwhelmed by it. The real challenge is turning that information into clear, actionable direction that improves performance across every level of the organization.

External forces such as weather, economic shifts, and community change influence how customers behave and what they expect from businesses. Learn how customer experience research helps organizations respond with insight and confidence.

1. Speak customer, not industry jargon. Make things easy: don’t make your customer have to understand your business. Industry jargon and double talk don’t get or keep customers. While some disclaimers may be legal requirements, ensure your staff does not go too far. There’s a nice, achievable balance between industry jargon and talking down to a customer.
    

Misconceptions about customer satisfaction surveys and mystery shopping , and their differences, exist.  Would you answer the following “yes” or “no”?

In this economy, companies are working to keep loyal customers and increase sales. A new study by Accenture finds that firms are responding to the economic recovery by channeling resources to improve service and training. These efforts are focused not only on keeping current customers happy and loyal for the long term, but also on gaining market share from companies who are not focusing effectively on customer service.