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How Social Media and Online Video are Shaping Customer Service

How Social Media and Online Video are Shaping Customer Service
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5 Things I Learned About Customer Experience Management While Refinancing My Mortgage

5 Things I Learned About Customer Experience Management While Refinancing My Mortgage

Customer Experience

I recently took advantage of low interest rates to refinance my mortgage with my original lender, a large, national bank. For all the stories of large banks and poor mortgage... read more

10 Ways to Put a Smile on Your Online Customers’ Faces

10 Ways to Put a Smile on Your Online Customers’ Faces

Customer Experience

There are many tools available today to offer support to your online customers. Good customer service plays a critical part in your business success. Whether you decide to use email or a live... read more

The High Cost of Customer Inconvenience: Gradual (Then Sudden) Failure

The High Cost of Customer Inconvenience: Gradual (Then Sudden) Failure

Customer Experience

Seth Godin might not be a household name for most people, but in the marketing world, he’s widely-known through his books, speaking engagements and blog. Which is why this blog... read more

The Way to A Customer’s Heart is Through Obsession - Case Study

The Way to A Customer’s Heart is Through Obsession – Case Study

Customer Experience

App-crazy consumers are very adept at managing several communication modes at one time. Whether it’s on the web, the phone, text or talking, people today are immersed in data and... read more

How to Get Smart about Customer Lifetime Value

How to Get Smart about Customer Lifetime Value

Customer Experience

Every business is focused on the bottom line: Making sure revenue exceeds costs each month. One big line item for most companies is spending hundreds–or, in some cases, even thousands–of... read more


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Look In the Mirror: Do You See Your Customer?

Look In the Mirror: Do You See Your Customer?

Customer Experience

In my recent travels, I was having dinner with a client and experienced an epiphany: Many businesses may be turning customers away and not even know it. The client I... read more

Drive Customer Loyalty By Truly Getting to Know Your Customers: Part II

Drive Customer Loyalty By Truly Getting to Know Your Customers: Part II

Customer Experience

What is “customer loyalty” exactly? What is that sticky, though sometimes nebulous quality that causes customers to choose a brand again and again? For different products, the reasons why people... read more

Nailing Customer Loyalty in the Era of the Distracted Customer

Nailing Customer Loyalty in the Era of the Distracted Customer

Customer Experience

When Peter Shankman joined AOL to help create it’s customer-facing newsroom, he was so early in the game that his AOL email address was peter@aol.com. The first rule for his... read more

Lessons in Experience Planning from the Masters

Lessons in Experience Planning from the Masters

Customer Experience

Ask any parent and they’ll tell you that a family vacation is often something that feels anything but relaxing. Traveling with kids can be stressful and parents are never really... read more

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

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