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    frustrated woman on hold

    Why Is The Experience Of Waiting On Hold Always Exactly The Same?

    Waiting on hold is still one of the most common customer pain points, as it has been for years. And due to short staffing across many industries, hold times seem to be on the rise. So why don’t companies give any thought to making the wait-on-hold experience more tolerable?

    Scott McKain speaking to Volkswagen

    How Creating Distinction in the Marketplace Creates Meaningful Customer Experiences

    Toys R Us was a company that, when they went out of business, the store looked exactly like it did when I was a kid. It had never changed. It was just products on a shelf. Whereas you compare it to something like the Lego Store where throngs of kids rush to the Lego Store because they know they can play with Legos and they can have an experience while they’re there.

    french fries

    Is McDonald’s Now Focused On Customer Experience?

    Fast food giant McDonald’s recently announced the promotion of Manu Steijaert to the new role of executive vice president and global chief customer officer, leading a brand-new customer experience team. As a former employee who did not have a good experience there, I say: better late than never.

    Why website accessibility is critical to customer experience

    Why Website Accessibility Is Critical To The Digital Experience

    According to the CDC 26% of American adults live with a disability today. It’s a very significant portion of the marketplace that you may not be opening your business up to. accessiBe hopes to help all different kinds of businesses and people out there make themselves available to everyone.

    Don’t Fear Customer Complaints | CX Weekly with Dan Gingiss

    The customers that complain do so because they care. They actually want to continue doing business with you. They want you to fix the problem. If they didn’t care, they would just leave. And so many customers do that. If you look at feedback as a gift, you will realize that these are customers that are trying to help you.

    VOC vs. AOC | CX Weekly with Dan Gingiss

    Why do we need to look at the Actions of the Customer (AOC)? When we see what people are actually doing, we can enhance the experience based on that.