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Customer Experience

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Customer Service Beliefs that Can Hurt Your Business

Customer Service Beliefs that Can Hurt Your Business
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Getting to Know Your Audience: Why Customer Reviews Are Key to Your Marketing Success

Getting to Know Your Audience: Why Customer Reviews Are Key to Your Marketing Success

Customer Experience

Selling products, services or even content to users and potential customers today is never a simple task, especially with the rapid increase in online and mobile shopping. Knowing how to... read more

Will “Brilliant Machines” Challenge Customer Experience Management?

Will “Brilliant Machines” Challenge Customer Experience Management?

Customer Experience

Aren’t those “Brilliant Machines” commercials from GE fun? Seeing beloved characters like the robot from “Lost in Space,” Lt. Commander Data from “Star Trek: The Next Generation,” Agent Smith from... read more

An Opportunity to Walk in the Customer Support Center’s Shoes

An Opportunity to Walk in the Customer Support Center’s Shoes

Customer Experience

The Customer Experience No doubt that customer service is a great differentiator. This is especially true in a world where a customer, depending on what they need, has many choices... read more

Unique, Differentiated?  But Are You Relevant?

Unique, Differentiated? But Are You Relevant?

Customer Experience

It’s critical that we differentiate our offerings and solutions from the alternatives the customer is considering. Marketing, product management, and sales all spend endless hours trying to figure out that... read more

The Best Way to Encourage Customer Trust from the Inside Out

The Best Way to Encourage Customer Trust from the Inside Out

Customer Experience

In order to deliver a good customer experience, a company must first be customer-centric. Last week I wrote on the nuances of customer service and customer-centricity in “Why Great Customer... read more


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How to Ensure Recurring Revenue Through Customer Loyalty

How to Ensure Recurring Revenue Through Customer Loyalty

Customer Experience

When you hear the word ‘subscriptions’, what’s the first thought that enters your head? Perhaps your thoughts will turn to a favourite personal magazine or newsletter you pay a monthly... read more

10 Signs Your Customers Love Being Marketed To

10 Signs Your Customers Love Being Marketed To

Customer Experience

One of the greatest things you can do as a small business is to build a brand customers love. When customers love your brand, they’ll even love being marketed to.... read more

global customer service

4 Tactics for Superior Global Customer Service

Customer Experience

Imagine that you’re browsing a global company’s website, happily reading about products and services—availing yourself of the content that’s been translated into your language. Just when you’re about to pull... read more

How To Improve Customer Loyalty? Create Happy Employees

How To Improve Customer Loyalty? Create Happy Employees

Customer Experience

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It’s April, which means it’s Customer Loyalty Month. Customer loyalty doesn’t just “happen” – it comes from a company that places a priority on having well-trained, happy employees who understand... read more

The Fifth Key to Implementing a Successful Customer Service Strategy: Recognition and Reward

The Fifth Key to Implementing a Successful Customer Service Strategy: Recognition and Reward

Customer Experience

In previous parts of this series I’ve touched on the importance of INTENT and how understanding and acting from intent will inspire your team. And I’ve written about the impact... read more

Customer Engagement Guidelines from Forrester’s Forum for Marketing Leaders

Customer Engagement Guidelines from Forrester’s Forum for Marketing Leaders

Customer Experience

There’s no doubt we’ve made significant progress as marketers during the past 20 years of evolution, especially shifting to a laser focus on marketing ROI and optimizing our campaign strategies.... read more

The Five Agreements of Customer Experience

The Five Agreements of Customer Experience

Customer Experience

Have you thought about how the Five Agreements relate to customer experience management? I’ve been traveling a bit lately and, as a result, have had the chance to catch up... read more

The 5 Stages of B2B Customer Relationships

The 5 Stages of B2B Customer Relationships

Customer Experience

There are five stages in B2B customer relationship building that a supplier of high-end products and services can have with its clients. If you want to reach the top tier,... read more

6 Tips for the Best Online Customer Support

6 Tips for the Best Online Customer Support

Customer Experience

Efficient and effective online customer support is crucial to keeping prospective clients engaged. Without assistance your prospective customer might not get the attention and answers they need to convert into... read more

Transformation: Brief Exploration Of Two Radically Distinct Customer Experience Paradigms

Transformation: Brief Exploration Of Two Radically Distinct Customer Experience Paradigms

Customer Experience

What Is The Context For This Conversation? I am following the lead taken by Dawna MacLean in her recent post on encouraging businesses to become more human. It occurs to... read more