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Survey Fatigue: How to Get Accurate Customer Feedback When They’re Tired of Taking Surveys

By Ron Welty, Founder & Chief Client Officer “Twenty questions” can be a fun game when you’re trying to get to know someone. However, that many questions can be overwhelming for customers who are trying to get on with their lives. While it’s important for brands to gather customer feedback for many reasons (to measure customer experience, engage customers, build brand loyalty, etc.), there comes a point where it no longer serves the customer.  What is Survey Fatigue? You can, in fact, have...

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How Brands Can Build a Cult Following

By Ron Welty, Founder & Chief Client Officer From the “Trekkies” of the 1960s to the “BeyHive” of today, consumers crave a sense of belonging. But these tribal connections aren’t limited to just books, bands, and shows. A sense of belonging can also be a powerful emotion in a brand’s customer experience. Considering nearly half of Americans feel lonely, giving customers the opportunity to be a part of something...

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Why the Post-Purchase Customer Experience May Be Just as Important as the Sale Itself

By Ron Welty, Founder and Chief Client Officer The customer journey doesn’t stop after a purchase is made. While the ultimate goal of any business is the sale, if you want to encourage repeat customers, brands should put the same focus on the post-purchase customer experience as well.  The post-purchase customer experience consists of everything that happens after the customer checks out to when customer uses the product. This includes how online orders are fulfilled, delivered and communicated to your customers.  Alex Poulos, vice president of marketing for Support.com, told

How to Improve the Ecommerce Customer Experience

by Ron Welty, Founder & Chief Client Officer Online or shopping mall? Customers are increasingly choosing online stores over brick and mortar locations, with ecommerce sales representing more than half of all retail sales growth last year, according to the U.S. Department of Commerce.  As with any business in today’s “age of the customer,” e-retailers must focus on creating exceptional experiences in order to stay competitive. Pivotree, a global commerce and information...

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