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Customer Experience

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Social Customer Service: The Front Line of Your Brand Reputation

Social Customer Service: The Front Line of Your Brand Reputation
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13 Startling Customer Service Statistics

13 Startling Customer Service Statistics

Customer Experience

In October, with 2015 lurking just around the corner, it’s frightening to think just how much customer service and the customer experience are impacting the reputation and bottom lines of... read more

6 Ways To Deliver A Better Customer Experience

6 Ways To Deliver A Better Customer Experience

Customer Experience

You have a great brand, loyal customers, and you make decisions with them in mind. But, answer this: What are your guiding principles when it comes to customer service? Don’t... read more

Customers Still Use the Phone

Customers Still Use the Phone

Customer Experience

There is a lot of talk about customers and their use of social media. Data tells us customers are using it more and companies must be responsive and innovative with... read more

Do You Really Need Customer Service Coaching?

Do You Really Need Customer Service Coaching?

Customer Experience

Football season is starting (the American variety at least) and many of us in the United States are turning our thoughts to our favorite teams. Regardless of the sport, think... read more

Future Of Customer Service: Robots And Apps Enhance Customer Experience

Future Of Customer Service: Robots And Apps Enhance Customer Experience

Customer Experience

New Technology It’s been in the news. Lowe’s, the chain home improvement store is experimenting with robots that help with customer service. I have seen an amazing video of a... read more

The 5 Traits That Separate a GOOD CSM from a BAD CSM

The 5 Traits That Separate a GOOD CSM from a BAD CSM

Customer Experience

The growing focus on Customer Success and the important role it plays in renewals, cross-sells, advocacy, and more within organizations only amplifies the challenge of finding the right people to... read more

The Ins & Outs of Agent Dialing - Part IV: Predictive Dialing

The Ins & Outs of Agent Dialing – Part IV: Predictive Dialing

Customer Experience

In this series, I will explore the benefits of automated dialing technology for organizations looking to upgrade their customer service strategy. Whether progressive, power, or predictive, the addition of a dialer... read more

How to Get (And Keep) a Customer-Centric Reputation

How to Get (And Keep) a Customer-Centric Reputation

Customer Experience

I admit to spending more time reading books, blogs and articles about customer experience, as well as analyzing customer feedback, than most people on the planet. As a result, my... read more

Change the Game!

Change the Game!

Customer Experience

In another corporate life, we once had a customer named Judy (name changed to protect the innocent). And Judy was…challenging. When Judy first became a customer of my organization, she... read more