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Abandoned Carts: How Your Return Policy Affects the Customer Experience

By Ron Welty, Founder & Chief Client Officer The end goal of any customer journey goes beyond completing a purchase. The post-purchase experience can be just as important as the purchase itself, so it’s crucial that the purchase meets the customer’s expectations. Unfortunately, that’s not always the case. Your return policy could be the key to convincing a customer to buy―and buy again, even if they choose to return a product. Below, we’ll explore how product return policies can...

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How IoT Can Enhance Your Customer Experience

By Ron Welty, Founder & Chief Client Officer Brands are increasingly creating automated worlds for customers through the Internet of Things (IoT). Simply explained, IoT refers to a physical device that is connected to the Internet, giving it the capability to collect and share data. From smart devices to wearable technology, IHS Markit expects there could be as many as 125 billion connected “things” by 2030. As innovation in technology continues to grow, here are a few ways savvy brands can leverage IoT to enhance the customer experience. ...

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3 New Year’s Resolutions for Customer Experience Professionals

By Ron Welty, Founder & Chief Client Officer Every year, we make New Year’s resolutions, committing to them to varying degrees. Get in shape, read more, save money, the list goes on. Keep in mind, New Year’s resolutions aren’t just limited to things we want to change in our personal lives; they can also be aimed at businesses wanting to improve the customer experience. In welcoming another year, we put our spin on common New Year’s resolutions and applied them for today’s customer experience professional. Here are three customer experience...

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What Makes a Great Customer Experience Leader?

By Ron Welty, Founder & Chief Client Officer Customers are constantly increasing their expectations for brands. According to Salesforce, 66 percent say it takes more for a company to impress them with new products and services than ever before. When you look at the companies that boast some of the best customer experiences, what you’ll often find is that there are strong leaders behind them. Customer experience leaders are becoming highly sought after to lead the charge in acquiring new customers, meeting their expectations, and

Top Customer Experience Trends for 2020

By Ron Welty, Founder & Chief Client Officer How has your customer experience changed over the past couple years? While some areas of your customer experience strategy may have remained the same, others have surely changed as technology advances and expectations shift.    In 2020, it will be more critical than ever to deliver exceptional experiences. According to Walker, customer experience will continue to reign supreme, overtaking product and price as the key brand differentiator in the new year. As you look...

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