Client Heartbeat Blog: A Taste Of Our Best Articles From 2014

It’s been a busy year for the Client Heartbeat Blog. Over the past 12 months, we’ve published over 50 blog posts – each article containing plenty of tips to help you create happier customers.

As a round up for the year, I want to share with you five of our best articles that were popular in 2014.


1. Why customer experience is important: 7 reasons

customer experience is important

For the majority of business owners and marketers, customer experience was a new initiative in 2014. This article sums up the core reasons why investing in improving your customer experience is important.

As a business that operates in today’s competitive environment, you must understand and invest in the customer experience. I guarantee your competitors already are. A Call Center Executive Priorities Report found that 68% of businesses planned to increase their spending on customer experience in 2014.

Read this article to discover the top seven reasons why investing in customer experience is important.


2. Customers buy experiences – not products or services

customers buy experiences

“Customers are no longer buying products and services – they are buying experiences delivered via the products and services.”

Those are the words of Gregory Yankelovich, customer experience veteran and CEO of Customer Experience IQ.

As businesses around the world realize they are now competing in highly-commoditized markets, a fresh approach to customer experience is upon us.

In this article, I explore how social media has fundamentally changed the way customers buy from businesses. Customers now have all the power. One customer opinion can be seen by thousands of people across Twitter, Facebook, LinkedIn and other websites.

This has put added pressure on businesses to deliver great service and meet expectations or risk getting a negative mention on the internet through reviews, tweets and/or social media updates.

Read this article to learn how Apple, Disney World and Amazon create happier customers by focusing on selling experiences, rather than products or services.


3. Customer experience 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 this article, I share some personal stories of how I previously calculated the impact of my customer experience initiatives. Through trial and error and some collaboration with other experts in the field, I’ve come up with three customer experience metrics you can use to help benchmark and improve your customer experience.

Read this article to learn what they are.


4. Customer experience ideas you can implement

This was certainly the year customer experience became a talking point in the majority of boardrooms across the world.

We’ve talked a lot about customer experience this year – everything from what it is and why it’s important to how you can improve it. But if you’ve been stuck for time and you’re looking for customer experience ideas that you can implement in 2015, this article is for you.

Read this article to learn three customer experience ideas that should be on your to-do list in 2015.


5. Customer experience trends 2015

As 2014 draws to a close, I’ve made some bold predictions for what trends will impact businesses in 2015.

As we learn more about customer experience and start integrating it into our business strategies, 2015 will bring on new challenges and opportunities that we need to stay on top of.

Based on what I’m seeing in the industry, combined with some thoughts from other customer experience professionals, I’ve put together a list of six customer experience trends to watch out for in 2015.

Read this article to discover my 2015 customer experience predictions.

Happy holidays! Our team looks forward to sharing more useful content with you in 2015.

Gordon Tan

Gordon Tan is an entrepreneur based in Australia who has started and sold multiple technology companies with a combined value of $150m. This included a client satisfaction benchmarking platform which gave him first hand insight into the best practices of over 6,000 businesses. After retiring at 35 he is now a recognised thought leader on winning and retaining clients - His two passions: making clients the heartbeat of a business no matter what the product or service and this blog.

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