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Customer Experience

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How to Make Sure Your Online Customer Service Won’t Take You Down

How to Make Sure Your Online Customer Service Won’t Take You Down
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How Can Companies Best Utilize Chat to Improve Sales and Customer Service?

How Can Companies Best Utilize Chat to Improve Sales and Customer Service?

Customer Experience

Chat is rapidly becoming the most preferred channel for customer service and sales. We asked industry experts to share their point of view. Andy Morrow, Assistant Vice President of Service... 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

Why Sales Scripts Are A Solid Start To A Bad Customer Relationship

Why Sales Scripts Are A Solid Start To A Bad Customer Relationship

Customer Experience

In a fast-paced, ever-changing sales environment, your sales team needs to stay on top of shifting prospect demands and new approaches to lead generation. Yet, many companies still hold on... read more

Five Training Tips to Make your Call Center Outstanding

Five Training Tips to Make your Call Center Outstanding

Customer Experience

Managers overseeing a call service center know that their employees require ongoing training if they’re to truly excel at delivering excellent customer service. These managers are able to make the... read more

The Customer-Centric Competitive Advantage in Marketing

The Customer-Centric Competitive Advantage in Marketing

Customer Experience

Let’s be honest, self-centeredness is an ugly trait – not just for people, but for businesses as well. Perhaps that’s why we see so many organizations taking active steps to... read more

What Great Social Customer Service LOOKS Like

What Great Social Customer Service LOOKS Like

Customer Experience

When we think about great customer service, we have a clear vision of what that looks like: Happy, friendly, smiling salespeople. Enthusiastic staff with lots of energy. Customer service representatives... read more

Challenges of the Multiscreen World

Challenges of the Multiscreen World

Customer Experience

Mul­ti­screen has become the buzz­word in the dig­i­tal mar­ket­ing indus­try. Indeed, in today’s world, con­sumers are mul­ti­screen junkies, spend­ing most of their time shift­ing from device to device.  Con­sumers do... read more

Providing Superior Customer Service: 10 Common Problems and Solutions

Providing Superior Customer Service: 10 Common Problems and Solutions

Customer Experience

“To WOW, you must differentiate yourself, which means do something a little unconventional and innovative. You must do something that’s above and beyond what’s expected.” ― Tony Hsieh, CEO of... read more