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The Importance of Employee Engagement in Digital Customer Experience

The Importance of Employee Engagement in Digital Customer Experience
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Millennial Think: Millennial Expectations Of Customer Service

Millennial Think: Millennial Expectations Of Customer Service

Customer Experience

It was a bit of a raucous hangout this week as we tackled out Think Tank’s expectation of customer service. As always, we came away with some fairly profound insights,... read more

Why, How, Who, When, And What

Why, How, Who, When, And What

Customer Experience

There’s a huge difference between what our customers go through to buy and what most sales people do in trying to sell those customers. It’s this difference that causes much... read more

Consistent And Predictable Experience Creates Customer Confidence

Consistent And Predictable Experience Creates Customer Confidence

Customer Experience

Customer Expectations You can have outstanding customer service, but it only takes one mistake to erode the customer’s confidence, thus diminishing the chance you’ll have at gaining the customer’s loyalty.... read more

The Secret To Getting The Most From Live Chat

The Secret To Getting The Most From Live Chat

Customer Experience

Increasingly, online consumers prefer live chat to communicate with ecommerce vendors. As a result, the number of contact centers adding live chat to their communication mix is on the rise.... read more

Why Smashing Hierarchy And Driving Collaboration Is Essential To Customer Experience

Why Smashing Hierarchy And Driving Collaboration Is Essential To Customer Experience

Customer Experience

When Dr David Cooke was appointed managing director of Konica Minolta in Australia, he was faced with a culture of strict hierarchy, strong silos, and task-oriented behavior. He realized this... read more

The 80s Called. They Want Their Customer Service Back…

The 80s Called. They Want Their Customer Service Back…

Customer Experience

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I’ve read a lot of customer service reports lately that show, in 2014, the telephone still remains the preferred customer service channel. The NICE Global Customer Experience Survey shows that... read more

The Pitfalls Of Screened Service

The Pitfalls Of Screened Service

Customer Experience

Too much standardization and systematization can eliminate the crucial human element. That was my recent experience at JFK Airport. I had arrived too early for my flight, and decided that... read more

3 Things that Make the Culture at Zappos Even Cooler Than You Think

3 Things that Make the Culture at Zappos Even Cooler Than You Think

Customer Experience

Last week I had the privilege of taking a behind the scenes tour of Zappos and speaking with several of their top leaders. Mine was not the popular tour advertised on their website, but... read more

Exactly What Is A CX Program?

Exactly What Is A CX Program?

Customer Experience

There are many formal definitions of customer experience methods, programs and activities. The simplest is a systematic approach to discover and improve areas where customer interact with a business, and... read more