by Nutshell | Jul 11, 2022 | Customer experience
Stories about how a company far exceeded a customer’s expectations are fun to read, but unless you manage a luxurious resort those experiences don’t make a measurable difference to profit. Think about the last customer experience you shared with someone else. Most...
by Nutshell | Jul 7, 2022 | Customer experience
Loving customers who love your product or service is easy. But what about your haters? Most companies fear negative reviews from customers, particularly public reviews. Social media has made complaining publicly seem like an obligation to some. Not every customer is a...
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 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...
