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web design customer service man pressing service button

Chapter Three What Customers Think

DID YOU KNOW The majority (66%) of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience. QUOTE “When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better.” …

Hands holding cards about website design

Chapter Four Power in a Personal Touch

QUOTE “Stellar service should be non-negotiable and merchants shouldn’t hide behind self-service tools and technology when it comes to knowing their products and taking care of their customers.” FACT When Donors Choose (a platform that allows givers to fund the public school classroom projects of their choice) sent handwritten thank-you notes to half of all …

web design customer service man holding sign

Chapter Five The Social Graph

THE BRIGHT SIDE Americans are more likely to post about good experiences (53%) than poor experiences (35%) on social media. Takeaway: While people are more likely to tell others about a bad experience than a good one, when it comes to social media specifically, people are more likely to be positive. DID YOU KNOW The …

web design customer service We build relationships being wrote on chalkboard

Chapter Seven The Best of the Best

THE DATA POINT The Top U.S. Companies Rated as Giving Excellent Service in 2018: Wegmans H-E-B Citizens Credit Unions Publix Subway USAA Ace Hardware Dollar Tree Aldi DID YOU KNOW In the past five years, U.S. auto insurance carriers that have provided customers with consistently best-in-class experiences have generated two to four times more growth …

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