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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