In today's highly competitive marketplace, brand success is no longer solely about the quality of products or services. Instead, Customer Experience (CX) has emerged as a critical factor that defines the strength and reputation of a brand.

No two departments (or teams or individuals) have exactly same vision for Unbelievable service. Each group has a different understanding of the attention, resources, processes, and systems needed to improve customer experiences.

When things go wrong, customers will complain. But if you know how to handle them, complaints can be turned into constructive opportunities for your team and your company to grow. The value of customer complaints are tenfold.Read on to discover ten ways that customer complaints can be turned on their head to be a benefit to you and your company!

Managing customer complaints is a vital, internal process influencing customer perceptions and the attitudes of your staff. Pay attention to complaints and you can improve customer satisfaction for the better. Is your “complaint management system” up-to-date? Use this checklist to review your current approach and, if needed, make it better to improve customer satisfaction.

Customer dissatisfaction is on the rise. As we see more and more companies enter the market, customers are becoming more dissatisfied with the quality of products and services. As a result, it’s getting more difficult for businesses to provide good customer service and maintain high-quality products at competitive prices.

If your company is going to pursue building an uplifting service culture, leadership must initiate and support the process. But service leadership must be extended and ultimately embraced at all levels of the organization. Let’s take a closer look at how to lead from all levels.

In this era of disruptive technological change, products and services that are state-of-the-art one day are outdated the next day. In this context, the customer experience is changing too. To win hearts, companies must not only deliver amazing marketing, sales, e-commerce, and service interactions, but also prove that they care and they have the customers’ best interests in mind.

Customer experience (CX) encompasses every interaction and touchpoint a customer has with a company, from the initial discovery phase through purchase and post-purchase support. It includes the overall feeling and impression a customer has about a brand.