I take classes at a local Pilates studio at least once a week. After signing up for a class through an app, I get SMS updates communicating class changes and reminders. My favorite kind of text is the one letting me know I’ve been moved off the waitlist and into…
Customer experience (CX) is the impression you leave with your customers, which results in how they think of you as a brand and ultimately creates brand loyalty. And if I know one thing about customer experience it’s this: measuring with customer experience metrics is important if you want to boost…
A few years ago, I checked into a flight the night before a trip and noticed a baggage charge. Surprised, since my rewards credit card usually covered this, I jumped to Google for an explanation. Like 81% of customers who try to solve issues themselves first, I scoured the airline’s…
Ever experienced a tech problem that restarting your device just doesn’t fix? We’ve all been there. If you love fast resolutions like I do, you’ll do a quick Google search related to your problem. As long as the device manufacturer has done its job right, you’ll find a solution within…
You probably can recall at least a handful of times when you’ve waited on the line to speak to customer service while calling a bank or your internet provider. The longest I’ve waited was 40 minutes — after which my call was automatically dropped. How did that make me feel?…
You probably can recall at least a handful of times when you’ve waited on the line to speak to customer service while calling a bank or your internet provider. The longest I’ve waited was 40 minutes — after which my call was automatically dropped. How did that make me feel?…
Thanks for Participating! Your click helps us gather results. We’ll learn what other service professionals think and let you know just as soon as we’re done crunching the numbers. This Week’s Poll If you’re still wondering what the answer to this week’s poll is, check back next week for the…
If Sales and Marketing are your business’s vehicle, AI and customer success are the drivers. Without your customers succeeding with your product or services, your sales and marketing efforts will eventually fall flat— or worse, you’ll lose your loyal customer base. Recently, I needed help troubleshooting my spotty internet connection….
I recently signed up for an account with Authory, an online portfolio website. I’d seen the product mentioned many times in freelancing communities I’m part of, so I thought I knew all there was to know about it when I finally signed up. However, as I started going through the…
Customer segmentation matters. Take it from one woman with an email inbox filled to the brim. I only click if the product being advertised is something I’d actually use. I appreciate the companies that take the time to learn about me and send me relevant offers. I’m much more likely…