David Vs Goliath: How To Use Amazing Customer Experiences To Remain Competitive When The BIG Companies Start Stealing Your Customers

David Vs Goliath: How To Use Amazing Customer Experiences To Remain Competitive When The BIG Companies Start Stealing Your Customers Is your company losing customers to a bigger, more recognized competitor? With the likes of Amazon, IBM, Walmart and Starbucks always looking to steal market share, it is now harder than ever to remain competitive. In […]

Customer Experience Trends In 2015: Predictions And How You Can Leverage Them

Customer Experience Trends In 2015: Predictions And How You Can Leverage Them As 2014 draws to a close, it’s time we look at some customer experience trends that will impact us in 2015. 2014 was the year customer experience began to really hit the desks of business executives and marketing professionals around the world. As […]

Customer Experience Does Not Have To Be A Guessing Game: Measure These 3 Metrics

Customer Experience Does Not Have To Be A Guessing Game: Measure These 3 Metrics Improving the customer experience doesn’t have to be a guessing game. There are metrics you can use to benchmark and improve the experience for your customers, guide your customer experience strategy and create happier, more loyal customers. In the past, my customer experience […]

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’ […]

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 […]

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 […]

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 […]

Why Customer Experience Is Important: 7 Reasons

Why Customer Experience Is Important: 7 Reasons Customer experience is the practice of designing and reacting to customer interactions for the purpose of meeting or exceeding customer expectations, thereby, increasing customer satisfaction, loyalty and advocacy. A positive customer experience is important in that customers are savvy and have the power choose between competing companies, which offer varying […]

Avoid These Simple, Commonly-Made Customer Experience Mistakes

Avoid These Simple, Commonly-Made Customer Experience Mistakes Creating the perfect customer experience is a challenge for many of us. With so many aspects to consider, we may often find areas where we let our customers down unintentionally. The important thing to do is to minimize as many customer experience mistakes as possible. At Client Heartbeat, we have been guilty […]

Customer Experience Management: What It Is And Why It Matters

Customer Experience Management: What It Is And Why It Matters Gartner defines customer experience management as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.” Beyond Philosophy, a company led by customer experience authors Colin Shaw and David Ive, believes that a […]