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How to create and use customer feedback loops to improve customer happiness
Customer feedback loops offer a great way to help you understand your customers and make sure your products and service are meeting and exceeding their expectations. Since 89% of customers would...
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Stop ignoring customers: Are you making these costly mistakes?
What’s holding back your business growth? Is it poor sales, poor people or poor systems? I want to challenge you and say it’s not any of these. Instead, it’s because you are failing to create happy...
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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...
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The simplest and most accurate way to measure customer satisfaction with...
Measuring customer satisfaction is one of the best ways you can benchmark and improve your customer experience. But how do you measure customer satisfaction? Unlike measuring your Net Promoter Score...
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How do you calculate your Net Promoter Score? Try one of these five software...
How do you measure the customer experience? One metric you can use is your Net Promoter Score (NPS). Your Net Promoter Score is a number that represents how loyal your customers are – a calculation...
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A Thanksgiving lesson in the customer experience: Why you must be transparent...
Thanksgiving is a wonderful holiday in the United States that Americans observe surrounded by family, food and football in honor of the harvest celebration that the Pilgrims held in Plymouth. But as...
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4 Reasons Why Customer Advocacy is Important to Your Business
Customer advocacy is a marketing term for a customer-focused strategy that encompasses all aspects of contact a company has with its customers, including experiences with products, services, sales,...
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How Chick-fil-A Creates a Memorable Experience (and Grows Revenue by 13%...
For the last 10 years, Chick-fil-A has been growing at roughly 13% annually, meaning the business is essentially doubling in size every five to seven years. Steve Robinson, Chick-fil-A’s senior vice...
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Can Self-Service Support Improve Customer Satisfaction?
According to a study by Forrester, 72% of customers prefer to use self-service support rather than phone or email support. The rise of self-service support has been an interesting one to follow. I...
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Learning from Amazon: How to Improve the Ecommerce Customer Experience
Amazon.com is the leading ecommerce retailer in the United States, generating a whopping $67.9 billion in revenue in 2013. Most people choose Amazon because of their low prices, but what if I told you...
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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...
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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...
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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...
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How Hubspot Creates an Amazing Website Customer Experience (7 Examples)
Customers are increasingly relying on the web to find information, purchase products and leave feedback. This means your website now plays an important part of the customer experience. Yet as...
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Why Customer Feedback is Important to Your Business (6 Reasons)
Customer feedback is a marketing term that describes the process of obtaining a customer’s opinion about a business, product or service. Customer feedback is so important because it provides marketers...
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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...
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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...
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3 Customer Experience Ideas You Can Still Implement Before 2014 Ends
We’re heading to the end of 2014 – the year of the customer experience. If you still haven’t implemented a customer experience strategy, it’s not too late. We’ve talked a lot about customer experience...
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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...
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Evolving Customer Expectations: Will Your Company Adapt or Perish?
Do you remember – before online shopping – when you had to buy from local stores? You had limited choices as to which company you bought from. They had no reason to offer a better experience – they...
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