Posts by Christopher Stark

Shopping for a New Experience

More and more companies continue to focus their efforts on bettering their customer experiences, thanks to the realization that today’s consumers are more likely to buy a product or service because of the experience rather than the price or features. This CX focus originates from studies similar to the one PCW did last year where…

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Survey Says…Time to Move on From Survey Scores

Companies have been using surveys to try and understand their customers for decades. Similar to the game show Family Feud, surveys are a fun, lighthearted way of understanding people that shouldn’t be taken too seriously; despite this, companies continue to put serious weight behind their survey scores. Business decisions are continually made based on a…

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All Customer Channels are Created Equal

Customers communicate with your company in a multitude of ways. Over the last 25 years more than 10 new forms of communication have launched, making it even easier for customers to communicate, but more difficult for businesses to stay up to date. Below is a brief timeline of the release of popular customer communication channels:…

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Unite Your Business Silos Under the CX Flag

Don’t let fragmented data lead to a fragmented customer experience strategy in 2019 Recently, I read an article in Forbes by Susan Galer regarding customer experience (or “CX”), trends for 2019. One key statement really popped out at me: “Bringing information together and making it actionable for key departments is crucial to CX.” Simple as it…

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