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Best Practices for Managing Online Customer Reviews

By Ron Welty, Founder & Chief Client Officer Online reviews from customers can be a benefit and a burden to companies in any industry. Customers are willing to spend 31 percent more with businesses that boast excellent reviews, while 94 percent of consumers say a negative review can convince them to avoid a business. Not to mention, there are some reviews that are completely fake and can cause significant damage to a brand. Follow these best practices for customer review...

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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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