by Nutshell | Sep 8, 2019 | Customer experience
Improving customer experiences in enterprises can encounter unique challenges. Companies with big budgets tend to pursue solutions that are more complex and expensive than necessary, and often less effective. Good customer experiences require doing many small things...
by Nutshell | Aug 15, 2019 | Customer experience
Customer experience is overtaking price and product as the key brand differentiator. 80% of CEOs believe they deliver a superior customer experience, but only 8% of their customers agree. (Bain & Company). Most support team members are experts in their areas, but...
by Nutshell | Aug 2, 2019 | Consulting, Content strategy
Many organizations that need a content strategy don’t know they do, or don’t know what content strategy is. If the following traits sound familiar, your organization can probably benefit from content strategy. Different teams create redundant content....
by Nutshell | Aug 20, 2018 | Customer experience
There’s lots of excitement around bots, and confusion. So let’s clear up a few things. The primary reason for a bot is to save the customer’s time, not to reduce live support contacts. Bots can reduce live support contacts, but that should never be the...
by Nutshell | Aug 1, 2018 | Content strategy, Customer experience
Every pixel matters. Many companies use robust design teams to develop good products, but leave support experiences up to individuals with no design expertise. From the customer’s perspective, the experience before and after the purchase feels like different...
