Wooden cubes with scrambled letters

Why Language Is Critical In Customer Experience

Every point of communication between a business and its customers is an opportunity to enhance the customer experience. In particular, the language companies use can either educate or confuse. Here are two stories from my own experiences that definitely qualified

Digital communication

How You Communicate With Customers Matters

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.

from subscription service to brand loyalty

Amazon Increases Price of Prime Membership; Should You Care?

The price of Amazon Prime is going up again, and some people are mad about it. But not Amazon’s most loyal customers, who will likely not notice or care. Why?

Forgotten Password | CX Weekly with Dan Gingiss

I’m sure this has happened to you. I mean, who in the world can keep track of all of the passwords that we have across so many sites? So we try. We fail. We try. We fail. We try one more time, and before they lock us out, we click on “Forgotten Password.”
Let me ask you something. Do you know what happens next on your company’s website?

sunglasses reflection

Customer Service on WhatsApp: More, Please!

Customer service on WhatsApp? I hadn’t thought of that before. But now that I’ve experienced it, I want more.

air freshener in car

What’s That Smell? How Scent Impacts CX

You’ve likely caught a smell that took you back to a memory, a time, or a place. Scent is powerful and our sense of smell is directly connected to our emotional brain. Have you ever wondered how scent could impact