Ways to Exceed Customer Expectations
Not meeting or exceeding customer expectations can lead to a lower customer satisfaction score. Unhappy customers are unlikely to stick around.
Customer Support vs. Customer Service
With so many quality products and services available to customers these days, the ability to engage a customer can make all the difference in...
Conversational AI- Short Tail Vs. Long Tail
Have you ever heard of the 80/20 rule? It says that you can accomplish 80% of a goal with 20% of the effort.
After...
Customer Journey Touchpoints
The customer experience - it can be overwhelming and it can get confusing. The customer experience space is blossoming and becoming more agile. That...
The Ultimate Support Agent Workstation
Empowering your agents through technology
As the customer experience becomes more of a focus for businesses, companies are doing more to ensure their employees have...
Live Web Observation and CX
Using Live Web Observation to Improve Customer Support
As customer expectations rise, it’s becoming increasingly difficult to provide a positive customer experience. Today, regardless of...
Empathy and the Customer Experience
There’s no denying that the use of artificial intelligence (or AI) is quickly growing as a useful application for customer experience in the business...
Building A Better Customer Service Agent
Not too long ago, Dan Regenold, CEO of Frame USA, decided to spend a workday with one of his customer service representatives. Dan’s agents...
The Dangers of Channel Switching
Today’s customer expects to have a broad selection of channels where they can communicate with companies. However, when an issue cannot be resolved using...
On the Podcast: Building Customer Experience Through Design Thinking at Northern...
On the latest episode of Movers & Shakers, our cofounder and CEO, Dan Michaeli, sits down with Scott Dille, the Director of Client and...