Top 5: how can guided selling create a WOW customer experience?

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Pleasant customer experience during online shoppingEach month, we share insightful perspectives from some of the brightest minds in the customer experience industry on how to adapt your strategy to best engage with your potential customers along every step of their digital journey.

  1.  Ask a customer experience expert: Mike Wittenstein

Will 2016 be the year that technology will (finally) let us put humans first again? Customer experience expert Mike Wittenstein discusses emerging trends, the continued rise of CX, and his favorite companies for CX.

  1.  The digital divide. Can small banks keep pace?

The positive impact of a strong digital offering has pushed satisfaction levels for the largest banks above all other sized organizations for the first time ever. The primary reasons include better consumer-facing technology and better in-person interactions, as well as the impact of positive performance scores from Millennials, emerging affluent consumers and minorities. Click here to read the highlights of the report, based on a survey of over 20,000 banking customers.

  1. How can guided selling create a WOW customer experience?

Guided Selling is an up and coming technology that is used by brands and retailers to help potential buyers choose the most suitable products based on their individual needs. Could this be all you need to impress your customers and sell more effectively in 2016?

  1.  The hidden curse that undermines customer service and the customer experience

The curse of knowledge is a cognitive bias that leads better-informed parties to find it extremely difficult to think about problems from the perspective of lesser-informed parties. In customer service, the curse of knowledge can foster a lack of empathy for what a customer is going through. Because employees see similar situations every day of the year, they have trouble making the leap to what the customer may be feeling when it happens, for the first time, to them. So what’s the solution?

  1.  How e-retailers plan to improve personalization in 2016

For the past decade, retailers have resolved to make THIS the year that they deliver a premium, personalized 1:1 experience whether on-site, in-store, mobile or at the call center. However, personalization will make some quantum leaps in 2016. The tools and techniques have evolved rapidly, and retailers are ready to implement personalization strategies that would have seemed straight out of a sci-fi movie 15 years ago. Here are the personalization trends and technologies poised to take center stage this year.


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