Over the years, we’ve seen many different ways of looking at the caller experience (CX), but one thing is clear: maximizing the power of this channel means making intentional choices that produce positive feelings throughout each phone call.
Here are the differences between companies that win with a remarkable CX and those that will be left behind.
- One sees a phone greeting as just a script; the other sees it as a brand impression.
- One thinks hold time is unavoidable; the other transforms it into value.
- One focuses on the customer journey after the conversation begins; the other optimizes the moments before it does.
- One leaves mood and tone to chance; the other engineers both thoughtfully and with purpose.
- One views consistency as a challenge; the other makes sure it’s built into every call.
- One accepts “dealing with” callers as part of doing business; the other embraces every opportunity to speak directly with their customers.
- One merely hopes customers feel something; the other ensures they do.
Which “one” are you?
(This post was conceived and co-written by Ryan Royal.)
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