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How Social Media and Online Video are Shaping Customer Service

How Social Media and Online Video are Shaping Customer Service
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10 Things That Could be Killing Your Call Centre’s Effectiveness

Customer Experience

Contact centres are changing the way they operate. With various new technologies and online services now available, those centres that do not adapt to the new digital environment are unlikely... read more

Debunking the Web Self-Service Myths – Part 1

Debunking the Web Self-Service Myths – Part 1

Customer Experience

Surprisingly, despite the omni-channel world we now live in, there are still those who consider web self-service to be a second-rate customer support channel. There is a misconception that customers... read more

When Action Trumps Analysis: Four Ways to Resolve Customer Issues with Net Promoter

When Action Trumps Analysis: Four Ways to Resolve Customer Issues with Net Promoter

Customer Experience

Resolving customer issues that are raised in your Net Promoter or customer satisfaction survey are fundamental to the overall success of the program. In fact, without processes in place to... read more

The 4 Things You Should Do (And the 4 You Should Avoid) When Delivering Omni-Channel Customer Support

The 4 Things You Should Do (And the 4 You Should Avoid) When Delivering Omni-Channel Customer Support

Customer Experience

In our last blog, we disclosed the 8 key questions that mid-market should ask when picking a services partner. Just as important these days is finding the best way to... read more

Customer Service Beliefs that Can Hurt Your Business

Customer Service Beliefs that Can Hurt Your Business

Customer Experience

Business owners understand that customer service is an important aspect of building repeat and referral business. But some beliefs and ideas around customer service may actually hurt business. Here are... read more


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Customer Before Employee, Employee Over Customer

Customer Before Employee, Employee Over Customer

Customer Experience

I’ve been working on some of the early chapters for my frontline customer service book this month, and one of the topics I’ve been focused on is the importance of... read more

From “Support” to “Success,” Why We’re Going All-in on Customer Success

From “Support” to “Success,” Why We’re Going All-in on Customer Success

Customer Experience

When we see things that can be improved here at Piqora we take swift action to improve it. The brands we serve and the social networks we support move fast,... read more

Challenges of Understanding Customer Perception

Challenges of Understanding Customer Perception

Customer Experience

There are many people out there who lack all self-awareness. I’m sure you know the type. Those who loudly blow their noses in fine restaurant dining rooms. The characters who... read more

A Baker’s Dozen Ways to Move Past the If-Thens by Really Thanking Customers

A Baker’s Dozen Ways to Move Past the If-Thens by Really Thanking Customers

Customer Experience

Many companies offer customers and employees incentives and rewards, and that’s great. But these are typically expected and attached to an “If___ then___” Sign up now and get 1 month... read more