It’s shocking how often people use 38 words to describe something when 2 would do the trick – we’re looking at you lawyers and accountants! Words matter and there is no excuse for trying to hide what you mean. We explore words and messaging in this next iteration of SAY WHAT?!
How one company lets you use snail mail to create surprise and delight for your customers, the little things that can make a big impact on the experience, and what blockchain means for the future of CX.
Why customer service and marketing must collaborate, the dos (and don’ts) of conferences, and why a phone call is more important than you think.
Why customer experience is an accumulating asset, how going above and beyond translates into word-of-mouth marketing, and why employee empowerment is key.
Why you shouldn’t be afraid to publicly admit your mistakes, how Netflix brought fun to its required communications, and how you can harness the power of positive feedback.
Make sure your remarkable customer experiences are memorable for the right reasons, whether you’re running a diner or an insurance company.
Customer loyalty is most vulnerable when they are being transitioned from sales to management/maintenance. Keep your customers happy here and you’ll earn their business for years to come. So don’t pull a CX bait-and-switch by fumbling the handoff!