Customer experiences are so important that the things businesses can do to analyse and improve them have given rise to a slew of terminology. So, what is a customer experience platform? In simple terms, customer experience platforms are software packages that make it possible for you to analyse and improve or deliver service so that customer experiences are positive.  But, since everything customers experience when they do business with you forms part of the customer experience, there are a lot of different tools that might be termed customer experience platforms. Here’s a quick breakdown ..read more

You may be going all out to deliver excellent products or services, and you’re sure to have designed your physical or online store to provide a positive customer experience. But have you hit the sweet spot and earned your customers’ approval and loyalty? The only way to find out is by measuring customer experience, and the source of your information on this is your customers themselves.  What customer experience metrics should you apply, and what should you do with the information you uncover? This article will discuss the top five metrics that businesses use for customer experience measu ..read more

Nowadays, an increasing amount of business is done online. But that doesn’t mean that customer experiences aren’t just as important as they are when doing business in person. The challenge you face is this: your customers should feel as engaged when dealing with you through online channels as they would if they were to meet you face to face.  Digital customer experience should never feel impersonal. But how can you achieve a great reputation for service when you’re working with customers you may never meet? It’s not something you can do if you don’t have a digital customer experience stra ..read more

Have you ever felt great about doing business with a certain company? You’re sure to support them again if the need arises. What’s more, you’ll be happy to help people you know by telling them where they can get a fantastic customer experience. It’s that moment when you tell a friend “You should try X Company, they’ll take good care of you.”  A great customer experience is not something that happens thanks to some happy accident: the company you felt so good about strategised to deliver that feel-good moment. Are you ready to do the same for your business? We examine customer experience s ..read more

In today’s fast-paced and interconnected world, the bedrock of any successful business lies in its ability to provide exceptional customer service. Whether in a bustling retail environment or an online marketplace, the landscape of customer interactions continues to evolve, presenting both challenges and opportunities for businesses aiming to thrive. This comprehensive guide navigates the intricate realm of customer service. We delve into the principles, strategies, and innovative practices that drive exceptional customer service experiences. This article aims to equip businesses with the insi ..read more

You respect your clients, and you do everything you can to provide them with products that will satisfy their needs, but you and your teams have full schedules. You know that attending to customer needs is a must, but you’re caught between a rock and a hard place.  You might divert resources you need elsewhere to customer service to cover peak demand, leaving other tasks and projects on hold. Or you have dedicated customer service agents who face sudden spikes in customer needs that they can barely cope with alternating with times when they’re just waiting around in case someone needs the ..read more

Customer service is one of the most important differentiating factors that customers look at when choosing between competing companies. No matter how great your products are, customers want to know that you’re ready to help them when they have questions, problems, or just need advice. However there are many types of customer service, and individual consumers will have their own sets of preferences. So, what types of customer service should you consider offering? Face-to-Face Customer Service When you walk into a brick-and-mortar store, you should experience this good, old-fashioned type of cus ..read more

Communicating with customers is something we all do. Whether it’s emails, instant messaging, calls, or advertising, what we say to our customers will draw them in, leave them feeling neutral, or alienate them.  Hoping to take the high road to communications excellence? It can be a tricky balance. For example, those newsletters you send out could be a case of too much unsolicited information too often. But woe betide the business that fails to communicate when customers want info or that makes promises but fails to deliver. And, if you’re offering customer service and support (as you shoul ..read more

No matter how good your business is and how hard you try to keep them all happy, there will be times when your customers get angry. Whether or not their anger is justified, they represent an opportunity rather than a threat. But to realise the opportunity for improvement that they represent, you first need to know how to deal with angry customers.  While your first reaction might be a desire to bury your head in the sand, it’s the last thing you should do. Your job is to transform unhappy customers into happy customers if it’s at all possible.  Dealing With Angry Customers: Why Getti ..read more

Most businesses would like to say they are customer-centric. But what is customer centricity and what does it really mean? Customer centricity means placing your customers at the core of your business. While this might sound sensible, few businesses really do it. In practice, they often see their special expertise as being “core” with customers at the periphery and customer service as a “support function” rather than a core process.  There are logical reasons why this happens. For example, if customers love your business because of its products, you may have difficulty keeping abreast of ..read more