Why Bad Customer Experiences Escalate So Quickly

Mostly, customers are content to be compliant. But, when it goes bad, it can be disastrous for your brand.

The Frequency Illusion Perhaps you’ve never heard of the Baader-Meinhof phenomenon, but odds are you have experienced it.  Also known as the “frequency illusion,” it happens when we repeatedly notice something after first learning about it.  Maybe it’s a new word, and suddenly, you notice it in conversations, hear it on the morning news, and

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5 Key Steps to Align Customer Experience with Customer Expectations

Cimphoni Original White Paper: 5 Key Steps to Align Customer Experience with Evolving Customer Expectations

Today, we launch our latest original white paper, 5 Key Steps to Align Customer Experience with Evolving Customer Expectations. In this white paper, we define the multi-channel buyer’s journey in 2016, which is more complex than ever before, and provide the Cimphoni methodology to analyze and diagnose what’s working and what’s not in your customer experience. If your company

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You Might Have a Customer Experience Problem If…

Address Customer Experience Complaints Right Away

Customer experiences have not kept pace with customer expectations, which have changed dramatically over the past decade. This change has been driven by technology, primarily mobile devices, which can instantly satisfy a customer’s need for information, to communicate with others or to complete an online purchase. Let’s face it, none of us like to wait

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