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Customer Experience

Popular Today in Customer Experience:

Go Social or Go Home: Why Twitter and Facebook Are Now Basic Customer Service Channels

Go Social or Go Home: Why Twitter and Facebook Are Now Basic Customer Service Channels
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Customer Relationship Management in the New Digital World

Customer Experience

In today’s digital world, it is vital for you to manage your relationships with your customers systematically by taking advantage of new technology efficiently and profitably. The traditional linear customer... read more

Customer Experience Innovation Creates Mutual Value

Customer Experience Innovation Creates Mutual Value

Customer Experience

Value creation makes the world go ’round. It stimulates revenue, engagement, and productivity. Value is the secret to customer experience excellence, and that’s why value is secret to sustainable growth.... read more

How to Make Sure Your CRM Data is Accurate

How to Make Sure Your CRM Data is Accurate

Customer Experience

In his book, Data Quality: The Accuracy Dimension, Jack Olson explained that CRM data accuracy refers to whether data values are correct. To be correct, Olson argued, a data value must be both... read more

The 5 Deadly Sins Against Customer-Centric Innovation

The 5 Deadly Sins Against Customer-Centric Innovation

Customer Experience

It’s no surprise when I hear that many business leaders believe they are investing in innovation. The real surprise, perhaps, is how those investments are not paying off. Traditional organizational... read more

Customer Experience Improvement is a Team Sport

Customer Experience Improvement is a Team Sport

Customer Experience

A company is a team, funded by customers. A company is expected by customers to operate as “one”. Nobody likes to hear evidence that the company is not a real... read more


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Recommending Your Competition Equals Good Customer Service

Recommending Your Competition Equals Good Customer Service

Customer Experience

Confidence is Key The other day a potential client inquired about having me speak about customer service at his company’s annual meeting. Typically, one of the first questions a client... read more

Customer Lifetime Value Prioritizes Customer Experience Management

Customer Lifetime Value Prioritizes Customer Experience Management

Customer Experience

Money talks. It motivates. It prioritizes. Money enables jobs and guides how we do them. So it only makes sense to allocate our efforts according to the source of money:... read more

Good Customer Service Etiquette and Saying “It” with Finesse

Good Customer Service Etiquette and Saying “It” with Finesse

Customer Experience

If you can’t say anything nice, don’t say anything at all, right? That’s the lesson we learned as kids. And yet as grown-ups, we sometimes have to say things that... read more

When Your Retention Problem is Internal

When Your Retention Problem is Internal

Customer Experience

If you’re reading this post, you may already be familiar with that sinking feeling that comes when your product or service has a glaring flaw that is ushering your customers... read more