Nov 04, 2019 By Kelley Spillson

7 Principles of a Winning Customer Experience

You’ve probably heard that, by 2020, customer experience will be a company’s primary differentiator. With the New Year around the corner, is your organization prepared for this new era? Do you know how to deliver an exceptional experience to set yourself apart? At Salesforce, we’ve been conducting... Read More

Customer Service, Service

Apr 26, 2018 By Kelley Spillson

Interaction, Not Interrogation: How Salesforce is Leading the Evolution of Customer Feedback Part 2

In Part 1, we discussed the survey experience, and the importance of creating an exceptional experience for each and every survey you do with customers. Surveys are yet additional touchpoints that impact customers’ overall relationship and their brand experience. Below, we’ll look at two options... Read More

Customer Success, IT

Mar 30, 2018 By Kelley Spillson

Interaction, Not Interrogation: How Salesforce Is Leading the Evolution of Customer Feedback

Surveys might be undermining every customer experience improvement you’re trying to implement. While that may sound counterintuitive, according to a 2016 study of customer perceptions by CEB (now Gartner), 75% of customers agree that their survey experience influences their overall impression of a... Read More

Customer Success