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 […]

How Chipotle Creates Delicious Experiences (And Increases Revenue By 25%)

How Chipotle Creates Delicious Experiences (And Increases Revenue By 25%) Listening to the news, you’d think the popularity of fast food was on the decline. But that’s certainly not the case for Chipotle, the “darling of the Mexican fast food world,” as Gregory Ciotti, marketer for Help Scout, refers to them in his article on the company. And […]

How To Improve The Customer Experience (Just Like LAX Airport)

How To Improve The Customer Experience (Just Like LAX Airport) In three years, LAX airport has improved the customer experience and transformed from an airport that customers tried to avoid, to an airport customers now enjoy. Do you remember how frustrating it was flying through LAX a few years ago? Long lines, slow security checks, […]

3 Ways To Use Data And Technology To Enhance The Customer Experience

3 Ways To Use Data And Technology To Enhance The Customer Experience We all know that the technology to help us collect customer data is available, but why aren’t we using it more to create better customer experiences? That’s a good question and one I’m asking a lot of marketers at the moment. What’s stopping […]

3 Simple Strategies You Can Learn From Disney’s Customer Experience

3 Simple Strategies You Can Learn From Disney’s Customer Experience Is Disney the king of the customer experience? Some argue that Disney is the king. The Disney Institute, the professional development branch of Disney, even produces research on how Disney delivers amazing experiences. You can find countless examples Disney’s daunting level of service. Whether delighting customers, creating […]

4 Tools To Help You Deliver A Better Customer Experience

4 Tools To Help You Deliver A Better Customer Experience Managing the customer experience can be a daunting task, particularly if you’re a one-man customer experience or marketing team. There is so much that needs to be managed and optimized and, if you’re anything like me, you just don’t have the time. That’s exactly how […]

About this blog

The Client Heartbeat Blog will teach you how to create happier customers.

Get actionable tips to improve customer happiness. One email per week.