Last week I had the pleasure of delivering a keynote speech on customer experience at the CX Summit in Cartagena, Colombia. The setting was the beautiful Hilton Cartagena, and the attention to detail given to everything from the massive stage
The COVID-19 pandemic changed everything for businesses, particularly when it comes to customer experience. Companies were forced to deal with closures, employees working from home, supply chain issues, and an increasing demand for remarkable customer experience. And most weren’t prepared.
Is it better to overcommunicate or under-communicate with customers? With marketing, less can sometimes be more. But when it comes to customer service and customer experience issues, overcommunicating is almost always better.