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Kelley Spillson
Kelley Spillson is a Senior Strategist on the Customer Experience team at Salesforce. She’s dedicated to understanding customer perceptions and enabling teams to think and act in more customer-centric ways. Connect with her on LinkedIn.
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...
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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...
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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...
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