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 CX 2.0 Shift

october 11, 2019 The CX 2.0 Shift CX 2.0 2020 platform No more box-checking solutions. No more siloed technologies. No more parking an unhappy customer on a report for some executive to look at later. No more ‘Data At Rest’ waiting for someone to react to it. Instead, design a strategy that puts ‘Data In […]

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NPS: Not Particularly Sufficient

How can you write a book on Customer Experience without discussing the ideas and systems that brought us here? 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. NPS® is an old standard that is […]

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Your Reputation is an Outcome of Your Culture

The ROI of a great brand reputation can be 100 times or more. It impacts market value and is a powerful driver of shareholder returns. Reputation can create new business, validate referrals, help you recruit and retain great employees, and also improve search rankings, customer satisfaction and brand perception. Your reputation is both internal and […]

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Consolidate CX Stack

OCTOBER 11, 2019 Consolidate CX Stack CX 2.0 2020 platform Craig, an executive at ACME Enterprises gets a call from Fred, his top sales guy. Fraed says, “I lost a big deal, because of our Google Reviews.” Ouch, Craig is not happy. He runs down the hall and quickly sticks his head into the office […]

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Advantage Rent A Car: Front Line Employees & Real-time Feedback

Download full eBook Here is a story of a company that dove into the deep end of the pool and fully immersed themselves into the CX 2.0 waters. After Advantage Rent A Car merged with E-Z Rent A Car in 2016, they hired Scott Davido—a lawyer and accountant by training, but who spent his career […]

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Optimize Onsite Content to Drive Traffic & Trust

Download full eBook If a company lists themselves as an accounting firm in an online directory, but their website says nothing about accounting…that is a red flag.  Websites should make sure they feature high-quality content that tells potential customers about the products and services offered. The process of making sure your website is both user […]

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Consistent Local Citations Help SEO

Download full eBook A local citation is an online mention of a business’s Name, Address and Phone Number (NAP). This information is critical for influencing search engines like Google to display local search intent, while also helping internet users discover local businesses.  NAP data can appear on business directories, websites and other social platforms. Local […]

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