Customer Experience
Random vs Planned Customer Service Experience
Every customer service experience action should serve a purpose in the overall customer service experience you want to deliver. The idea that your customer service experience actions should have a... read more
At Your Service and With My Love
This is personal post and a philosophical one. If you consider yourself a hard-headed business type focussed on the bottom line, nothing but the bottom line, then I suggest that... read more
5 Hospitality Tips for Achieving Top Rated Customer Satisfaction
Even during a global recession, the hotel industry can thrive and often continue to grow by improving their customer satisfaction and customer service. People are still traveling for business or... read more
Are You Born for Customer Service?
Is the delivery of exceptional customer service a skill that can be learned, or are those who excel in customer service simply born for the job? I posed the question... read more
Disrupting the Automotive Customer Experience
“A new kind of car. A new kind of car company.” Saturn may have used those lines to launch its brand 20 years ago, but it’s Tesla Motors who is... read more
The Genius Behind Apple Customer Service
1Setting the bar for customer service excellence has never been more challenging, but a few brands continue to rise above the rest, including Apple, which recently topped the ClickFox Brand... read more
Customer Service is How You Show Customers You Care
Customer service is how a business shows how much it cares about its customers. Sounds pretty basic and something that everyone should already know right? Well, unfortunately, it doesn’t always... read more
Video is Worth a Thousand Words in Customer Service
As the average human attention span and level of patience grows shorter, video has become an attractive alternative to wading through the written word. Spend a day or two reading... read more
Customer Service Tool: Consistency
Consistency Isn’t Part-Time It’s the same every time, never changing. Day in and day out, it’s always the same. Sound boring? It’s not when it comes to consistency in delivering... read more
eHealthInsurance: Better User Experiences Through Post-click Marketing
Attention to big data is a breakthrough moment for marketing. Sure, data has always been present in marketing, but typically marketing has been about big ideas and big budgets. But... read more
Putting Experience Back into Customer Experience
Yesterday I wrote about the importance of reading mean tweets. It’s a post about the rough and tumble nature of online conversation and what can happen when you step out... read more
It’s Not You, It’s Me … When (Customer) Relationships Break Down
The relationship with customers is like any relationship, it’s built on trust and on promises. 10 years ago I worked for a UK company who at that time saw its... read more
Is Your Customer Service Architecture A House Divided?
For many customers I talk to, it isn’t their people or contact center apps that prove inflexible in the face of today’s customer service operational challenges. Most often, it’s the... read more
Case Study: Folks Southern Kitchen
As some of our clients might know, I’m in the processing of moving from my home state of Kentucky down to Florida. While making three trips by car in the... read more
Sometimes Appearances Really Count
Is this little hotel room presentation cute, or what? A couple of weeks ago my colleague Katie and I went to an all-day meeting in Virginia Beach, VA where we... read more
