Blog: 'Consumer Experience' Posts

Why Don’t People Answer The Phone Anymore?

08/09/18 Comments Leave your thoughts

Nowadays, when you call someone, you’re more likely to get their voicemail than a cheery voice saying “Hello.” Phone calls used to be the primary way of communicating with everyone from your best friend to your doctor. In recent years, they’ve become less and less common. Not only are people not talking on the phone, they’re not answering calls at all. Here are some of the reasons why. Disruptive and Time Consuming A phone call interrupts what you are doing, and whether you’re at work or at home, it’s distracting. A call can also be time consuming. You don’t know...

Review This: Can You Really Trust Online Reviews?

07/31/18 Comments Leave your thoughts

Online reviews have gained considerable popularity in the past decade. Sites like Yelp have built their entire business around consumer reviews. Reviews are also shown on Facebook business pages, Google reviews and Amazon product reviews among countless others. And the research shows that reviews are incredibly important for a business’s success. For businesses that sell products to consumers, a product with five reviews has a 270% greater purchase likelihood than a product with no reviews. For service-based businesses, increasing their Yelp rating by one star can lead to a 5-9% increase in revenue. But reviews aren’t just important for businesses,...

Personalization: It’s Not as Difficult as You Think

06/19/18 Comments Leave your thoughts

The need for businesses to provide personalized customer experiences is growing, with customer experience professionals citing it as the number one changing customer expectation. Emarsys defines personalization as the implementation of a strategy by which companies deliver individualized content to recipients through data collection, analysis, and the use of automation technology. In simpler terms, it is a marketing strategy that focuses on making content suited for an individual customer based on what they know about the customer through data collection. Artificial Intelligence (AI) is being used more and more to personalize customer experiences. AI is able to perform human-like tasks...

You Don’t Know Me

04/03/18 Comments Leave your thoughts

Over the last few months, I have become a regular morning customer at a Starbucks near my office. The morning shift has the same core baristas who give me a friendly greeting when I walk in. They also know my usual order and have it ready by the time I get to the register! It’s a delightful experience and makes me feel special! They know me!  Basic human psychology shows that when we experience something that makes us feel good, we make positive associations about it. There are several coffee shops around my office I can choose from. But, I...

Five Digital Customer Courtesies

06/12/17 Comments Leave your thoughts

Common customer courtesies are behaviors employees demonstrate that affect the customer experience. How customers feel they are being treated, greatly impacts whether they make a purchase and whether they return to make additional purchases. In fact, 70% of buying experiences are based on how customers feel they are being treated and being treated poorly is the number one reason customers leave a business. Most businesses understand the importance of treating customers courteously when they walk through their doors. Acknowledging and greeting customers and a friendly, helpful attitude lets a customer know you care about them. A genuine interest in helping...

The Hidden Costs of Bad Customer Service

06/14/16 Comments Leave your thoughts

Businesses can expect to encounter occasional service problems with their customers. It is estimated that U.S. companies lose $83 billion each year due to bad service. Some of the losses are obvious like giving refunds and losing the sale. Other costs may be less obvious but have longer lasting and often more significant impacts. Consider the example of a company that marketed and sold its products and service as the best in the industry. The company had production problems for two consecutive quarters and couldn’t deliver on those promises. Customers received extremely bad service. The hidden costs of the bad service...

Cell Phones in Movie Theaters

05/11/16 Comments Leave your thoughts

Allowing cell phones in movie theaters was unheard of just a year ago but is now being considered by a major theater chain. Why? Customers and customer expectations are changing. So, what do my customers want? Business owners should be continuously asking themselves that question. Research has found that 80% of businesses believe they are providing superior customer service, while only 8% of their customers agree. That is a significant disconnect! I think this disconnect can be a result of the lack of understanding of the customer journey, the total sum of experiences that customers go through when interacting with...

Do Businesses Really Care?

04/29/16 Comments 1 Comment

Several recent interactions with businesses have left me wondering if they care about about their customers. In one interaction, I called to arrange to have my deck refinished. I got a recorded message that they were busy with other customers, leave a message, and they would get back to me. It’s been a week and they have not called me back. In a second interaction, I called to check into my current pest control service and was 12th in the queue. I hung up, found their web form and sent my questions. It has been 2 weeks and no one...

Personalized Service is the New Bar

01/07/16 Comments Leave your thoughts

The New Year is upon us, and 2016 brings new expectations for businesses. Forrester Research, a leader in business research and consulting, has released predictions for the coming year. According to the company, 2016 will be an extremely important year for businesses across the globe, and one of extreme leadership change. Using technology to better understand and personalize service is a common theme. Below we’ve highlighted a few of their predictions and what they mean for your business. Customers expect personalized services. Today’s customer expects a business to understand them as an individual, and to anticipate and respond to their unique...