The human touch was the only thing that could turn around this guest experience that left a frustrated customer in its wake. This year, I decided to take the leap and pay for an annual subscription to a brand that offers classes and tutorials that could benefit my work as a writer. The brand also offered a free gift subscription, which I was excited to give to a fellow writer friend. I pulled out my credit card to pay, hoping to wrap up the transaction within a few minutes. However, the task of ...

The phygital trend blends physical and digital channels for a better customer experience. The pandemic brought significant changes to the way consumers shop, especially in the retail industry. During the height of COVID lockdowns, shoppers expected curbside pickup from retailers and grocery stores for their online orders, and many still use that service today. Today’s consumers want the convenience of a “phygital” customer experience, the blending of physical and digital channels both online and...

Meeting customers’ digital needs and expectations is key to an outstanding overall customer experience. Your company is probably already focused on providing a good guest experience. But did you know that a major component of overall customer satisfaction is the digital customer experience (DCX)? “As the move toward an all-digital world accelerates, the majority of customer experiences will be delivered through online channels, where it’s more difficult to gauge sentiment and interpret reactions...