Posted: 19th February 2018
In 2013, Walker Information published the results of a study about the emerging importance of customer experience for B2B companies. Customers 2020: The Future of B-to-B Customer Experience focused on how B2B companies should be preparing to meet changing customer expectations. Four years later, Customers 2020: A Progress Report was published…
Posted: 14th February 2018
The Five Love Languages by Gary Chapman explores how different people experience, express, and receive love. The original concept dealt with personal relationships, but customers have their own five love languages, too – all of which enhance the Customer Experience.
Posted: 12th February 2018
Customer service professionals could be forgiven for thinking that their efforts to ensure top-quality assistance go largely unnoticed; we tend to assume bad experiences have a more lasting impact on customers, and that a good customer experience is quickly forgotten. However, new research shows that customers are just as likely to share a positive experience as a negative one.
Posted: 5th February 2018
Why does your organisation need an effective customer experience programme?
Here’s a collection of some interesting statistics for insight on how Customer Experience really impacts your organisation.
Posted: 2nd February 2018
An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service.