TalkShop

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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Generational Differences in Customer Experience Expectations

By Ron Welty, Founder & Chief Client Officer Today’s consumers expect a quality customer experience, but generational differences can present some challenges. Taking a one-size-fits-all approach to customer experience rarely works, as most brands have customers of all ages with varying expectations. In order to stay competitive, brands must learn to personalize their customer experience and understand the generational differences among Baby Boomers, Generation X, Millennials, and Generation Z. Here are the buying habits and customer experience expectations for each generation. Baby Boomers Baby Boomers, or those born between 1946 and 1964, have seen and experienced it all. Spending by...

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Brick and Mortar Vs. Online: The Winning Retail Customer Experience Strategy

By Ron Welty, Founder & Chief Client Officer Since the rise of Amazon, retailers have been faced with the ongoing challenge of competing with the online marketplace. Between nationwide store closings and major layoffs in retail, it’s not surprising to think that traditional brick-and-mortar retailers have a challenging future in an increasingly digital world. However, in a saturated online marketplace, going fully digital may not necessarily be the answer. It may come down to companies to rely on brick-and-mortar stores and online retail working together to create the ultimate customer experience. Benefits of Brick and Mortar Stores Brick...

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AI Vs. Humans: The Role of Artificial Intelligence in Customer Experience

By Ron Welty, Founder & Chief Client Officer From touchscreen checkouts to customer service chatbots, artificial intelligence (AI) has increasingly become a part of the customer experience. Nearly two-thirds of businesses are now deploying AI in their business processes, with 85 percent of customer interactions predicted to be managed without a human by 2020. However, despite the fear that the “robots are taking over,” savvy brands understand that it’s...

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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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