customer experience

Want to Improve Your Customer Experience? Start With Your Agent Training

Just how important is customer experience? According to a survey from contact center software provider Five9, 75% of consumers say they’re unlikely to do business with a company that delivers poor customer service experiences.  Think about that: Even if everything else goes right with their experience, a misfire on the service side will drive off …

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Commentary: Your supply chain is part of your consumer experience

As news about the struggles Rent The Runway is experiencing began appearing in the press over the past week, I have been reminded of a blog post I wrote in 2014, Why Tech Startups Can Gain Competitive Advantage from Operations .  Rent The Runway is not alone. A few weeks ago, Popeye’s Louisiana Kitchen learned …

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Daimler Trucks drills down on customer experience

Daimler Trucks North America (OTC: DMLRY) is creating a customer experience organization that builds on annual Customer Experience Day exercises started two years ago. The unit of Stuttgart, Germany-based Daimler AG unit sells more heavy-duty trucks in North America than any competitor. Its market share is nearly 40 percent. “It is not enough to offer …

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3 Common Mistakes That Lose The Sale

Customers today have higher expectations than ever. Unfortunately, salespeople don’t seem to be meeting these expectations. According to the Brevet Group, 87% of customers believe salespeople don’t understand their needs. That’s why it’s critical to spend more time understanding the customer than educating them on your product or service. Most customers do their homework, anyway, and …

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