Customer Experience

In a world full of endless options, it’s customer confidence that closes the sale. To buy your product, a customer needs to feel confident in your expertise, and that the product they’re purchasing will fit their needs. Customer service doesn’t have to be commonplace. Sephora utilized a combination of technology, atmosphere, and expertise to obtain their customer’s confidence.

If your organization hasn’t already committed to a different service recovery system, Micah Solomon offers his own four-step MAMA service recovery framework.

Richard Branson, the 68-year-old founder of Virgin Group, is worth an estimated $4.1 billion. Maybe it accumulated as a result of his business savvy. But, it’s probably a reflection of his commitment to good customer service. 

We’ve all been there, on the other side of the phone, with an employee who’s supposed to help us, but sounds like they’d rather be doing anything else. Using companies like Capital One as an example, Blake Morgan explains how company culture shapes the customer experience.