Do you know how long your customers are waiting on hold, in the queue to speak to a company representative? What is the maximum amount of time someone has had to wait on hold? How many calls have to go on hold rather than be answered immediately? What is your Read more…
In an age of market oversaturation and competition galore, just one experience can be the difference between keeping or losing a valuable customer. Detailed in their 2020 CX trends report, Zendesk reported that “Roughly half of customers say they would switch to a competitor after just one bad experience. In Read more…
In their influential book “Building Great Customer Experiences” (2002) authors Colin Shaw and John Ivens define customer experience as simply “… a blend of a company’s physical performance and the emotions evoked, intuitively measured against customer expectations across all moments of contact.” While many CX consultants will rush to sell Read more…
Picture this; a droning, robotic voice going through the motions; “Thank you for your patience, a member of our team will be with you shortly” Yeah, you’ve heard that one before. Tinny classical music repeating the same thirty seconds over, and over, and over again. And then, finally- you make Read more…