Free Webcast: Blogging in the Age of Modern Marketers – Learn More ›

Customer Experience

Popular Today in Customer Experience:

Listening v Hearing: How to Diffuse Angry Customers

Listening v Hearing: How to Diffuse Angry Customers
Social Sharing Buttons:  
All Customer Experience Articles
Can You Engage Like Amazon Does? Top Consumer Engagement Lessons from Amazon

Can You Engage Like Amazon Does? Top Consumer Engagement Lessons from Amazon

Customer Experience

In the past few years, Amazon has shot up the ranks to become one of the popular and successful retailers in the United States. In 2013, Amazon posted an incredible... read more

Why Real-Time Communication Means Incredible Customer Service

Why Real-Time Communication Means Incredible Customer Service

Customer Experience

By now, everyone should understand the value of fantastic customer service. According to this research report conducted by Zendesk, 95% of customers share bad customer service experiences, and 87% share good experiences.... read more

8 Questions in Customers’ Heads That Impact Customer Retention

8 Questions in Customers’ Heads That Impact Customer Retention

Customer Experience

By now, you know how important customer retention can be to the future of your business. You know that acquiring new customers costs five times as much as retaining the customers... read more

Digital Customer Service: The New Rules of Engagement for Delivering

Digital Customer Service: The New Rules of Engagement for Delivering

Customer Experience

Customer services tactics are rapidly evolving. Technology led to a shift in the way people shop and do business, both online and in brick-and-mortar shops. Amazon leads online retailers in... read more

How To Avoid Customer Service Disasters

How To Avoid Customer Service Disasters

Customer Experience

We have all had those truly horrific customer service experiences where we’ve called to ask a simple question or get a minor problem fixed and have hung up the phone... read more

Cracking the Digital Code: Lessons from a Mystery Novelist (Part 2)

Cracking the Digital Code: Lessons from a Mystery Novelist (Part 2)

Customer Experience

The great mys­tery or spy nov­el­ist cre­ates a pleas­antly thrilling expe­ri­ence for the reader; one where they can’t pre­dict the next twist in the story, yet feel secure in the... read more

Customer Conversations Lasting Longer? You May Not Be Alone...

Customer Conversations Lasting Longer? You May Not Be Alone…

Customer Experience

Apparently, customer service and sales conversations are lasting 16% longer than they used to. Is this a good thing? Is this a bad thing? Well, it rather depends on your... read more

Why Customers Are Not the Most Important People in an Apple Store

Why Customers Are Not the Most Important People in an Apple Store

Customer Experience

Long before the iPhone 6 was launched, I was hooked on Apple. My first desktop computer was a MacIntosh SE II with a whopping 1 mb of ram, and I’ve been an Apple fanatic ever... read more

How Not To Go About Effecting Behavioural Change And Moving Towards Customer-Centricity

How Not To Go About Effecting Behavioural Change And Moving Towards Customer-Centricity

Customer Experience

Let’s assume that for the purposes of this conversation that when I use the term customer-centricity I am pointing towards a specific behaviours which show an organisation as being attuned... read more