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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Is Your Company Accidentally Tone-deaf to Your Customers?

How much will a failed customer experience cost you?

A recent incident in which a customer was dragged off an aircraft operated by one of the largest airlines in the world reminds us of why we must be so diligent about truly understanding the customer experience we create. It is also a stark reminder that any negative experience with your brand can instantly go

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Defining What’s Really Happening with your Customer Experience

Customer Engagement

Are you getting negative reviews or ratings online or in surveys about some aspect of the customer experience? You’re not alone. In today’s technology-driven marketplace, customers are benchmarking your company’s performance against innovators like Amazon and Apple, and most companies are falling short of that standard on at least a few customer touchpoints. That’s why Cimphoni

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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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Customer Revolution Driving Move From Digital to Cognitive Enterprise

Customers Today Have Very High Expectations

  The “impatient narcissist” is probably an apt description for today’s consumer. They want what they want and they want it now. They have extremely high expectations regarding every aspect of their “journey” with an enterprise’s products or services. From gathering information to purchasing a product or service, using it or recommending it to their

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10 Tips to Guide a Customer Experience Improvement Initiative

CIOs and CMOs Should Co-Lead Customer Experience (CX) Initiatives

CIOs are in a unique position to co-lead a customer experience (CX) improvement initiative. First, they generally have a good understanding of key business processes that engage and support customers across the entire CX lifecycle – from sales, to product and service provisioning to support. They also have a fairly good understanding of the business

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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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Three Tips to Evaluate Your Customer Experience

Voice of the Customer

If your customer service center frequently receives complaints about your order system, if you experience a high rate of customers abandoning the order process before completion, or, if your team regularly handles complaints about products and services on social media platforms, it’s time to get a clearer picture of your customer experience…and fast. That’s why

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