It’s the last day of Women’s History Month—the end of 31 days of commemorating and celebrating over a century of sacrifice, courage, and contributions from women throughout history. While there’s plenty to celebrate, there’s also cause for concern as the hard-won gains made by women in the workplace are at risk.
Increasingly, CX leaders are recognizing that traditional metrics like NPS and CSAT are really lagging indicators that highlight when a problem has already occurred, but offer limited utility when it comes to taking action. Here are 8 signals of distress to look for at key CX make-or-break moments so you can take action before before it’s too late.
The world as we know it has changed forever. Or has it?
It’s the last day of Women’s History Month—the end of 31 days of commemorating and celebrating over a century of sacrifice, courage, and contributions from women throughout history. While there’s plenty to celebrate, there’s also cause for concern as the hard-won gains made by women in the workplace are at risk.
Increasingly, CX leaders are recognizing that traditional metrics like NPS and CSAT are really lagging indicators that highlight when a problem has already occurred, but offer limited utility when it comes to taking action. Here are 8 signals of distress to look for at key CX make-or-break moments so you can take action before before it’s too late.
The world as we know it has changed forever. Or has it?
Some industries experienced incredible growth during COVID-19. Just because the world is starting to return to pre-pandemic norms, doesn’t mean that growth has to stop.
Understanding what customers are expecting from you is essential to developing products and services that meet their ever-changing needs. A lot of the time, companies gauge customer preferences by the gut feelings of their sales and service staff or executive visionaries. But, there’s a more reliable way to gather this information: research.
If you’re grappling with the impacts of the iOS 14.5 release and ATT enforcement on your Facebook ad campaigns, here are some key considerations and recommendations to help you navigate through the immediate challenges and set a course for a smoother road ahead.
Understanding customer behavior is key when trying to develop strategies to increase customer engagement and accelerate value realization.
Increasing customer engagement is deeply interconnected with your customer nurture strategy and customer experience.
The pandemic forced all healthcare organizations to find new ways to serve employees and patients. Banner Health answered the call with a patient-centered digital marketing strategy that is still yielding great results.
Gaining new customers is only half the battle when it comes to sustaining a healthy business — keeping customers engaged and loyal to your company long-term is just as important. Sometimes, that’s easier said than done, especially considering the changing nature of customer preferences.
Value realization is the moment a customer discovers or recognizes the value of your product or service. Accelerating this moment can turn curious shoppers into long term customers or new users into loyal advocates.
The world is changing fast, and customer behaviors are evolving with it. In order to win and succeed in a fluid environment, brands and businesses must gather the most meaningful data to put action-oriented and results-producing plans together.
When fitness gyms were forced to shut their doors and send members home, they had two options: Lean into digital-first experiences, or throw in the towel.
Design studios can affect all teams and work streams within a business, and can improve customer engagement and the overall experience.
Learn how direct-to-consumer organizations like SimpleTire are strategizing and implementing business with customer experience at the core.
Tallwave was recently recognized for achievements in crafting and implementing excellent customer experiences for clients.
Now that our Dallas office is open for business, we’d like to introduce you to the Tallwavers ready to shake things up and make waves for clients, new and old.
Our purpose as a company is to be a force of unstoppable momentum.
Customer experience mapping isn’t just a trendy term. In 2021, it’s an absolute must-have practice and process for businesses who wish to remain competitive in the modern age.
From contactless services to mindfulness and educational activities, learn how Marriott International is taking their guest experience to the next level in a post-pandemic world.
This past week, our very own Vice President of Strategy Jesus Ramirez sat down with Christine Kettmer, Senior Director of Customer Experience and Innovation for Marriott International, to discuss the future of travel during a Brand Innovators series. It was such a good conversation packed with so many valuable insights, that we decided to dedicate this week’s CX news roundup around the future of travel, as well.
Since Valentine’s Day is this weekend, we’re doing things a little differently. Instead of focusing on the mind and matter of business announcements and advancements that occurred this past week, we’re focusing on the heart.
Huge legacy brands have a lot to deal with right now. Not only do they have to compete with other legacy companies to remain relevant, maintain pocketshare, and earn customer loyalty, but they also have to deal with startups trying to disrupt the status quo.
From giving away money to cultivating safe celebrations and making home grocery delivery even more high-tech, these are the stories our Tallwavers are talking about this week.
The healthcare industry was always going to need to integrate and provide more personalized digital-first experiences for patients. The 2020 pandemic just sped up that demand.
Most Healthcare organizations are struggling with one common challenge: Keeping patients engaged with their services, products and practitioners long-term. But a new company has uncovered a human-centered and data-driven way to fix just that.
What do you get when you combine Zoom, a dairy alternative drink, unscripted comedians & a blind taste test? A new marketing campaign udderly worth talking about.
Your products or services are top-notch and offer something unique to customers in the marketplace but there’s a problem – consumer groups are aging, expectations are rising and you simply don’t understand your audience, anymore.
There were so many big CX-related news stories in the last five days (ahem, did you hear Fitbit was purchased by Google?!), but, alas, it was Sephora, Kia, General Motors and the New Mexico MVD that piqued our team’s interest this past week.
In this bi-weekly series, we talk to change agents and innovators across a number of markets who are designing and delivering unmatched experiences and products.
The first work week of 2021 has officially come to a close and what a week it’s been. Our country collectively experienced a roller coaster of emotions – from hope and optimism to shock and despair – but, through it all, individuals and brands continued to prove that if we put humans first and work together to create positive change, we can and will prevail.
Employees are a company’s first customer and oftentimes, the driver and deliverers of customer experience. Whether working behind the scenes or interacting with customers first-hand, the satisfaction and fulfillment employees have with their work and pride they feel for their companies impacts every touchpoint of the consumer journey.
Over time as you get those yes-es from your leads, you are developing a relationship and building trust.
Deciding on the best strategy for diversifying your brand is a matter of listening to your customers.
In 2020, we were honored to be voted a Best Place to Work in Phoenix by the Phoenix Business Journal. But after receiving the award, it made us wonder: What exactly do employees tell applicants, friends, family and clients when they ask why Tallwave is a great place to work? That question led us to do what we know best: Ask our team for their input.
Content and design are fundamental components of customer experience (CX), and the way the two are strategized and executed can make or break relationships with target audiences.
Just one week until holiday break and brands are wrapping up the year by looking to the future. With trust and safety being customers’ main concern in 2021, companies like Volvo are talking about germ-fighting cars, AR/AI and voice technologies are preparing to usher in the era of contactless UI, and Burger King is proving that a little sharing and kindness can go a long way.
If you had told us at the beginning of the year – when humans all over the world were cheering in the new year, making personal and professional resolutions, and kissing their loved ones – that in just a few weeks, the entire world as we knew it would change, we wouldn’t have believed you.
We learned one very big lesson in 2020: You can’t solve for the lack of diversity in customer experiences until you deal with diversity issues in your own employee experience.
It seems like everyone announced plans to reimagine, rebrand, and reconnect with consumers in a new – and pandemic-approved – way in the last seven days.
CX – also known as customer experience – defines how people feel about brands and businesses. It’s the impression a brand leaves on a person and It encompasses everything – every stage, every conversation, every interaction that takes place over time and across a variety of channels – that ultimately informs and drives customer acquisition, retention, loyalty, and advocacy.
In “This Week in CX”, we discuss some of the biggest news in tech, data and business that could have an impact on the design and delivery of tomorrow’s customer experiences.
If you’ve spent hours, days, months or years trying to figure out how you can impose your influence on Instagram, build thriving communities on Facebook, become a thought leader on LinkedIn, or get retweeted by Chrissy Teigen, you’re not alone.
Tallwave leader and CEO Jeff Pruitt reflects on our country’s current climate, the upcoming election and what we can – and should – do next.
Healthcare companies have been flocking to us in droves with the question, “How do we change for the future?” To provide strategic solutions, we first asked people who the answers impact most: patients and practitioners.
A strong brand creates loyalty, allowing businesses to pivot to new products and services when the circumstances warrant it.
Nearly 40% of U.S. adults living in urban areas indicated they would consider moving “out of populated areas and toward rural areas,” compared to 29% of overall respondents.
As a people-centric company, we love being around each other. Our teammates are awesome and we take every excuse to celebrate our wins, no matter how big or small. Whether it’s lunch gatherings, coffee breaks, or happy hour, we always find a way to enjoy each other.
The retail industry was one of the hardest hit by the coronavirus pandemic. New challenges bring opportunities to reimagine a new shopping experience. See what the future holds for the retail industry.
Tallwave’s unique approach to partnerships can help businesses innovate and grow.
We found four key themes that illustrate how companies are adapting their CX to meet customer needs during the Coronavirus outbreak.
Use these more focused and creative marketing tactics to ensure your brand comes out stronger after the storm.
Metrics shouldn’t be your only guiding factor in shaping the customer experience. Marketers should also consider the emotion behind the data.
Brainstorming isn’t always easy. Here’s how to brainstorm for innovation with a few of our favorite brainstorming activities.
Streaming services are on the rise, but traditional media still reigns supreme. Incorporating traditional and digital media can build an integrated marketing campaign.
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