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Gather some practical tips, stay up to date with the latest in customer experience, and learn what we’re paying attention to at IntelliShop.
Customer Experience Audit: 6-Step Process to Improve Retention, Increase Sales and Acquire Customers
In a competitive marketplace with virtually unlimited options, customer experience has become more important than ever before. According to Walker, it’s overtaken price and product as the key brand differentiator, with 62 percent of companies currently investing to meet the...
How to Turn Passive Customers Into Passionate Followers By Closing the Customer Feedback Loop
The customer feedback loop is one of the most effective ways to understand your customers’ evolving needs and expectations. But simply gathering customer feedback isn’t enough. Closing the customer feedback loop can be an equally important part of the process. When customers...
5 Non-Customer-Facing Departments That Impact Your Customer Experience
Customer experience shouldn’t be siloed to one role or department in your organization. In addition to customer-facing positions and frontline associates, your non-customer facing departments can have just as big an impact on your customer experience. It’s important to get all...
How to Build Trust with Your Customers
Trust is one of the most important building blocks of any relationship, including the ones you have with your customers. From financial institutions like banks to trades like auto repair shops, virtually every industry is built on the foundation of trust. With endless options...
How to Reduce Friction in Your Customer Experience
Between short attention spans and thin patience levels, it’s important for brands to focus on creating seamless customer experiences. Reducing customer friction can not only improve your customer experience, but also help increase sales and build brand loyalty. According to the...
Generational Differences in Customer Experience Expectations
Today’s consumers expect a quality customer experience, but generational differences can present some challenges. Taking a one-size-fits-all approach to customer experience rarely works, as most brands have customers of all ages with varying expectations. In order to stay...
Best Practices for Managing Online Customer Reviews
Online reviews from customers can be a benefit and a burden to companies in any industry. Customers are willing to spend 31 percent more with businesses that boast excellent reviews, while 94 percent of consumers say a negative review can convince them to avoid a business. Not...
Brick and Mortar Vs. Online: The Winning Retail Customer Experience Strategy
Since the rise of Amazon, retailers have been faced with the ongoing challenge of competing with the online marketplace. Between nationwide store closings and major layoffs in retail, it’s not surprising to think that traditional brick-and-mortar retailers have a challenging...
AI Vs. Humans: The Role of Artificial Intelligence in Customer Experience
From touchscreen checkouts to customer service chatbots, artificial intelligence (AI) has increasingly become a part of the customer experience. Nearly two-thirds of businesses are now deploying AI in their business processes, with 85 percent of customer interactions predicted...
How Empathy Can Improve Customer Experience
Everyone has bad days. Whether it’s a flight cancellation, a long wait time, or even an undercooked steak, there are many different things that can set a person off. It’s important to pay attention to how your brand reacts to these types of situations. Empathy can be a powerful...
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