Customer loyalty isn’t what it used to be. In fact, research company Access Development reported that 79% of customers would take their business to a competitor within a week of experiencing poor customer service, while the estimated cost of customers switching their choice of businesses due to poor service is $1.6 trillion. Keeping this in mind, how can […]
Case Study | Continually increasing 3% year over year Bass Pro Shops Outdoor World has established itself as a cutting-edge innovator in the highly competitive world of outdoor retailing. With cavernous outlets selling boats, campers, equipment, and apparel for most outdoor activities in cozy hunting-lodge themed stores, their employees not only promote, but live an […]
As consumers, there’s no question we are being inundated with surveys, lots of them. It seems as if we are sent a survey after every transaction, online, at the coffee shop, when our car is repaired or at the post office. Most of these surveys claim to have just a few questions, they’ll take less […]
Building trust doesn’t happen in a vacuum. You have to remain consistent in your messaging, understand your buyer personas and deliver on your promises over time. When your prospects and customers trust you, they are more likely to buy from you. When you have their trust, you can also command a higher price and boost […]
Customer Experience Strategy is a term widely used to mean very different things for a lot of companies. Most brands get lost in the conundrum regarding the differences between customer experience strategy and customer service, which are different. And as this CX Innovation space evolves, what we know as ‘customer experience’ continues to evolve as […]
Let’s start at the very beginning–Mystery Shopping 101. If you’re hearing the term mystery shopping for the very first time in your life, you might picture a shadowy character darting around the aisles of a department store looking for a clue to some kind of important crime case. Although a riveting idea, this is not […]
CASE STUDY Dyson Demonstrator Sales Compliance Program Dyson Ltd is a British technology company, founded in 1992 by Sir James Dyson, which designs and manufactures vacuum cleaners, hand driers, bladeless fans and heaters. It sells machines in over 50 countries and employs 3,100 people worldwide. The company prides itself on engineering products which work in different and better ways […]
Net Promoter Score (NPS) is a customer experience staple, so we wanted to break down the basics of NPS and share why every customer-focused company needs to be leveraging the power of your NPS. NPS Definition NPS is a metric that measures the loyalty of customers to a company, and its scores are measured with […]
“Even when we’re about three years old working with Lego blocks, we want to do something different, we want to build something unique with our own hands.” It’s clear that from a young age Cisco Customer Experience’s Chief Architect, Dave Malik, had a knack for innovation, the process of deconstructing problems and reimagining new solutions. In […]
It’s officially the start to a new decade – Our team at AboutFace is hitting this new decade with a fresh, new stride. After over 20 years in business, we know now, more than ever, that innovating and changing is critical for growth. Our brand underwent a significant and exciting change last year, which is […]
