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How Empathy Can Improve Customer Experience

By Ron Welty, Founder & Chief Client Officer Everyone has bad days. Whether it’s a flight cancellation, a long wait time, or even an undercooked steak, there are many different things that can set a person off. It’s important to pay attention to how your brand reacts to these types of situations. Empathy can be a powerful emotion that can turn a negative situation into a positive customer experience. Understand what empathy is and how it can help improve customer experience at your organization. What is Empathy? When it comes to customer experience, empathy doesn&rsquo...

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The Top 5 Customer Experience KPIs

By Ron Welty, Founder & Chief Client Officer In a competitive marketplace where customers have endless options, customer experience has become a key differentiator for businesses. In fact, Gartner reports that 89 percent of businesses will soon be competing primarily on customer experience. As your business places a greater emphasis on customer experience, it’s important to know which metrics or key performance indicators (KPIs) will show you where your business currently stands. Here are the top customer experience KPIs to watch. Customer Churn Rate Customer churn is the...

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How Associate Recognition Programs Can Improve Customer Experience

By Ron Welty, Founder & Chief Client Officer There’s no denying the strong link between associate appreciation and customer experience. Take Disney for example. The company is widely renowned for its superior customer experience—and boasts 180 associate recognition programs. Coincidence? Not quite. Temkin Group found that companies whose customer experience is significantly better than their competitors have more engaged associates. ...

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How Micro Moments are Maximizing the Customer Experience

By Ron Welty, Founder & Chief Client Officer Each person experiences 20,000 moments every day, so says Nobel Prize-winning scientist Daniel Kahnema. Among these moments, there are what Google calls “micro moments,” or moments when someone is looking for answers, discovering new things, or making a decision to know, go, do, or buy. In these moments, customers are drawn to the brands that deliver on their needs. Here’s how top brands are leveraging...

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How to Leverage Loyalty Rewards Programs to Improve Customer Experience

By Ron Welty, Founder & Chief Client Officer It’s no secret loyalty rewards programs can be popular among customers. However, just because you have one, doesn’t necessarily mean it’s effective. According to a report by Bond Brand Loyalty, the average consumer belongs to about 14 loyalty programs, but uses fewer than half of those on a regular basis.  A well-designed customer loyalty program can be a win-win for both brands and customers. As the name implies,...

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