SocialSurvey and Easy Mortgage Apps Announce Integration

With the average person now spending over four hours a day on their mobile device, companies need to reconsider how they are best reaching their consumers.  Easy Mortgage Apps is an enterprise solution for today’s modern lender, creating an ultimate lending ecosystem branded for mortgage companies, with transparent communication and access. And now, the user […]

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Complaint Resolution Best Practices

As hard as you may try to WOW every customer, unhappy customers are inevitable. Use automation and manual workflows and seek to turn every unhappy customer into a future repeat customer. Here are some best practices to focus on when building your escalation/ resolution processes within a good CX 2.0 strategy: Collect Feedback – Unhappy […]

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The Ultimate CX Design Automation Checklist

Automation maximizes results. Manual processes minimize results. This is a big roadblock in the primary driver of campaign success—the data.  Here is a list of what should be automated, as well as places where manual processes make sense: Transaction Data Integrations (point of survey) – The interaction should be measured as close to real-time as […]

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Siloed Technology Kills Customer Experience Design

The right strategy has the power to connect the departments through constant WOW moments and documented wins. Every business is different and will have its own unique list of business outcomes within each of the buckets below: HR  Engagement Behavior Recruiting Retention Training Quality Measurement Marketing Content Links  Consistent Listing Data Third Party Reviews Social […]

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11 Customer Experience Design Problems that can be Solved with CX 2.0

Sometimes, instead of a company driving results, it is past customers impacting current customers…and even employees. Here is an example of online reviews negatively impacting everything, through the lens of Advantage Rent A Car, which operates through its Advantage and EZ brands (AEZ). Customer Satisfaction – The customer walks up to the counter already in a […]

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Gamification of Customer Satisfaction

As we consult on Customer Experience (CX) 2.0 strategies for brands today, we focus on four primary behavioral drivers: Ego, Compensation, Competition, and Accountability. We also focus on two types of individuals: the autonomous route-to-market employee and the hourly employee. Finally, we think about each deployment as a campaign and work to maximize the outcomes […]

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A Case for Data Improving Data in Customer Experience Design

Imagine you are the Customer Experience (CX) lead at Moto-Mooter, a national plumbing business. They sometimes have a hard time managing their reputation and controlling customer experiences through thousands of contract plumbers in the field. Say there was a company that could get Moto-Mooter get found by managing their listings and citations everywhere. This company […]

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Customer Behavior Experience Design

1. Get Better – gamify employee behavior through automation to create better customer experiences and drive business improvement, 2. Get Found – share consistent business location data across hundreds of online directories (listings management), 3. Get Chosen – help you generate enough reviews to rank higher than your competitors. This is the bedrock of a […]

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The 7 Rules of Customer Experience 2.0

Now is the time to design a strategy that shifts data to drive business outcomes. This is the key to the Customer Experience (CX) 2.0. Read on to explore the movement from data at rest—information sitting on a report waiting for someone to read and react—to data in motion, creating instant improvement. If the customer is […]

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NPS: Not Particularly Sufficient

Net PromoterSystem® (NPS®) is an old standard that is still highly adopted. But over the past three years, we have put the NPS question to the test and found it is no longer the only number you need to grow your business.  In terms of technology, 1993 is nearly prehistoric. Microsoft Windows NT was just […]

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