by agencydev@wendyourway.com | Mar 22, 2022 | CX
On paper, your agent everything right. So why did that case get….(insert any and every negative outcome you weren’t expecting)….escalated, re-opened, low customer satisfaction and effort scores, etc… Even if your agents are following a Support playbook to the letter,...
by agencydev@wendyourway.com | Jan 5, 2022 | CX
Have you ever been sent a promo code as a pre-emptive apology for an order snafu? Received a proactive message about a CRM glitch with a plan to make your life easier in the meantime? Gotten quick compensation for a flight delay? If so, you know what winning customer...
by agencydev@wendyourway.com | Nov 19, 2021 | CX, GenAI
Happy customers tend to stick around, grow, and publicly advocate for your business. Unhappy customers often churn and can deter others from doing business with you. According to Temkin, after a poor experience, 22% of customers reduced spend and 19% terminated their...
by agencydev@wendyourway.com | Nov 11, 2021 | CX, Support
CX teams measure team effort to understand and manage their overall cost of serving customers and to cultivate happy and engaged teams that play a starring role in great customer experiences. Team effort can also make a huge difference in popular metrics like employee...
by agencydev@wendyourway.com | Sep 23, 2020 | CX
You’d be hard pressed to find an executive at any company billing itself as customer-centric who will say that listening to customer feedback isn’t important. So it’s quite possible that a customer experience program has been on your mind for some time, but it’s also...
by agencydev@wendyourway.com | Sep 21, 2020 | CX
Traditional CX programs fall short of measurable impact because they often rely on siloed, one-dimensional, and stale data. Poor CX data management results in an inaccurate and illegible portrayal of your CX and uncertainty about how to improve. According to...