• The Challenges Of Delivering A World-Class Customer Experience

    The Challenges Of Delivering A World-Class Customer Experience Customer experience management is a tough job. It involves understanding what your customers want and knowing when they want it. The complexity of the customer experience has resulted in an increased demand for customer experience professionals. Google trends shows that the number of searches for ‘customer experience jobs’ […]

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  • How Social Media Has Changed The Customer Experience Forever

    How Social Media Has Changed The Customer Experience Forever Ten years ago we had no Facebook, no LinkedIn and no TripAdvisor. You didn’t have to worry too much about customers sharing a negative experience. Yes, they might tell the standard 9-15 people we tend to share such things with, but that number was manageable. Fast-forward to 2014 […]

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  • Why The Mobile Customer Experience Is Important: 5 Reasons

    Why The Mobile Customer Experience Is Important: 5 Reasons Eighty-four percent of CIOs at customer-centric companies focus on the mobile customer experience. Why? Because more than 50% of all U.S adults now have a smartphone device and a whopping 76% of millennials rely on their mobiles to find information and solve problems. Today’s customers have different expectations than […]

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  • Can Live Chat Improve Your Customer Experience?

    Can Live Chat Improve Your Customer Experience? According to eDigital’s Customer Service Benchmark report, customers enjoy live chat more than any other customer service channel. In fact, live chat has the highest customer satisfaction levels, at 73%, compared with 61% for email and 44% for phone. Think about it. There are often times when you have to wait […]

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  • How To Improve Customer Satisfaction Just Like R & G Technologies

    How To Improve Customer Satisfaction Just Like R & G Technologies R&G Technologies improved customer satisfaction by 15% over a 12 month period which has helped them retain more customers, build more customer advocates, and grow their business. Without disclosing the actual numbers for each of these benefits, I thought to myself, I really need to write […]

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  • How Do The Best Companies Deal With At-Risk Clients?

    How Do The Best Companies Deal With At-Risk Clients? Everyone deals with losing a client differently. You might get a sick feeling in the stomach, you might tear your hair out or you might even scream out loud. But what if you could predict if a customer was unhappy before they left or cancelled their contract? […]

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