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Customer Experience

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13 Startling Customer Service Statistics

13 Startling Customer Service Statistics
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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

The Ins & Outs of Agent Dialing – Part III: Power Dialing

The Ins & Outs of Agent Dialing – Part III: Power 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

Connecting With Customers In The Moment: How These Brands Nailed It

Connecting With Customers In The Moment: How These Brands Nailed It

Customer Experience

Customers live in the moment. There are many things we can do to create memorable moments for customers. Funny signs, thoughtful gifts, and sincere messages are all great things to... read more

Brands are fragile: your reputation determines how fragile

Brands Are Fragile: Your Reputation Determines How Fragile

Customer Experience

Your brand and mine are fragile things. It seems that everything we do and say either strengthens or undermines our identity and reputation in the marketplace. And it does! Everything owners do and... read more

From Lone Star to Five Star

From Lone Star to Five Star

Customer Experience

You’re the marketing head for a new startup in New York City. Or maybe you’re the owner of a small Iowa-based chain of bookstores that have been around for the... read more

Understand Your Customers & Use Unorthodox Ways to Develop New Content Ideas

Understand Your Customers & Use Unorthodox Ways to Develop New Content Ideas

Customer Experience

OK, I know that I’ve been focusing on content development a lot lately-from talking about user-generated content (UGC) can really improve your marketing campaigns to last week’s post on Part... read more

How to Be a Ridiculously Successful Customer Service Employee

How to Be a Ridiculously Successful Customer Service Employee

Customer Experience

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My first ever customer service job was working at McDonalds when I was 13 years old. My most recent customer service position began in 2007 when I was working in... read more

The Ins & Outs of Agent Dialing – Part II: Preview Dialing

The Ins & Outs of Agent Dialing – Part II: Preview 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 preview, power, or predictive, the addition of a dialer... read more

How’s Your Customer Service?

How’s Your Customer Service?

Customer Experience

Recently, I was having an issue with my Jawbone UP! band syncing with my iPhone. When I discovered the issue I immediately started dreading the process of contacting Jawbone, including... read more

“I Have To Speak To You In Bullet Points…”

“I Have To Speak To You In Bullet Points…”

Customer Experience

Understanding our customers’ behavioral styles is critical to our effectiveness in connecting with and communicating to them. There are a number of tools that help us understand the behavioral style... read more

SaaS Customer Success Movement Pushes Customers to Redefine "Success"

SaaS Customer Success Movement Pushes Customers to Redefine “Success”

Customer Experience

In a previous post, my colleague Ravi Thakur eloquently articulated the Kevin Turner evolution of the Customer Success movement in enterprise software, and outlined the differences between customer service and Customer Success. As... read more

Bon Voyage: Ensure a Pleasant Customer Journey Through Your Contact Center

Bon Voyage: Ensure a Pleasant Customer Journey Through Your Contact Center

Customer Experience

Customer journey is one key theme in today’s customer service discussions and for a good reason. The concept helps companies map the different stages in the buying cycle and the... read more

There's No Such Thing as a Small Business

There’s No Such Thing as a Small Business

Customer Experience

1

Small business. The term once invoked thoughts of a mom and pop shop or a company headquartered in a room above a garage or cheap office space with second-hand furniture.... read more

Are You Using Band Aids Or Cement To Improve Your Customer’s Experience?

Are You Using Band Aids Or Cement To Improve Your Customer’s Experience?

Customer Experience

When I was a kid, my father would often say “Why try to fix something with a band-aid, when you know cement is required?” Ever noticed what’s required when utilizing... read more