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Mapping Your Customer Experience Ecosystem

By Ron Welty, Chief Client Officer & Founder Focusing on the linear customer journey is no longer enough in an age where companies now compete primarily on customer experience. Experiences are comprised of many relationships and processes, so it’s crucial to look at the entire connected landscape, or ecosystem. Coined by Forrester, a customer experience ecosystem is defined as the web of relations among all aspects of a company―including its customers, associates, partners, and operating environment―that...

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Customer Experience Audit: 6-Step Process to Improve Retention, Increase Sales and Acquire Customers

By Ron Welty, Founder & Chief Client Officer In a competitive marketplace with virtually unlimited options, customer experience has become more important than ever before. According to Walker, it’s overtaken price and product as the key brand differentiator, with 62 percent of companies currently investing to meet the changing needs of their customers. With more brands adopting this customer-centric mentality, it’s important to continuously seek to understand, evaluate, and improve...

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5 Non-Customer-Facing Departments That Impact Your Customer Experience

By Ron Welty, Founder & Chief Client Officer  Customer experience shouldn’t be siloed to one role or department in your organization. In addition to customer-facing positions and frontline associates, your non-customer facing departments can have just as big an impact on your customer experience. It’s important to get all departments on board to ensure you’re delivering consistent customer experiences at every touchpoint. According to Adobe and Econsultancy’s Digital Intelligence Briefing, organizations with this...

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How to Build Trust with Your Customers

By Ron Welty, Founder & Chief Client Officer  Trust is one of the most important building blocks of any relationship, including the ones you have with your customers. From financial institutions like banks to trades like auto repair shops, virtually every industry is built on the foundation of trust. With endless options for customers to choose from, they simply won’t do business with a company that can’t be trusted.  Brand trust has the power to improve customer loyalty, ...

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How to Reduce Friction in Your Customer Experience

By Ron Welty, Founder & Chief Client Officer Between short attention spans and thin patience levels, it’s important for brands to focus on creating seamless customer experiences. Reducing customer friction can not only improve your customer experience, but also help increase sales and build brand loyalty. According to the Baymard Institute, reducing customer friction is...

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