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Customer Experience

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The Importance of Employee Engagement in Digital Customer Experience

The Importance of Employee Engagement in Digital Customer Experience
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My 3 Crucial Lessons from These Customer Experience Entrepreneurs

My 3 Crucial Lessons from These Customer Experience Entrepreneurs

Customer Experience

It was in 2007 that I set a goal to become a customer experience consultant and keynote speaker. I recognized that the companies we admire have made a premeditated effort... read more

4 Simple Ways to Harvest Reviews From Happy Customers

4 Simple Ways to Harvest Reviews From Happy Customers

Customer Experience

Recommendations from people we know ranks #1, not surprisingly, as the most trusted form of advertising, according to the ‘Under the Influence: Consumer Trust in Advertising‘ report by Nielsen. In other words, word-of-mouth advertising!... read more

Partners And Suppliers In A Digital Age - How Should You Manage Them?

Partners And Suppliers In A Digital Age – How Should You Manage Them?

Customer Experience

It was really difficult to come up with a title for this post.  Mainly due to the fact that my message relates to any organization or group outside your organization... read more

Want to Ruin Your Omni-Channel Customer Service? Just Ignore the Contact Center

Want to Ruin Your Omni-Channel Customer Service? Just Ignore the Contact Center

Customer Experience

The variety and possibilities of new online and social channels are stunning, and companies are eagerly building  omni-channel customer engagement programs for marketing, sales and service. Travel is one example... read more

Attributes Of A CX Leader

Attributes Of A CX Leader

Customer Experience

Last month the article “5 Traits of Successful Customer Experience Leaders” was featured in the Yahoo! Small Business Advisor. In short, these traits are: flexibility, business acumen, instinct, communication prowess... read more

Does Your Customer Service Strategy Scare Customers Away?

Does Your Customer Service Strategy Scare Customers Away?

Customer Experience

Halloween is just around the corner. Although not as greatly celebrated as Christmas, it kicks off the feeling of the holiday season approaching. With pumpkin-spiced everything everywhere and groups of... read more

How to Deal with Angry Customers

How to Deal with Angry Customers

Customer Experience

Whether you have an online or offline business, at some point, you will have to deal with angry customers. Sometimes it might be your fault, but often, customers become angry... read more

Mind the Gap - Ten Steps to New Service Propositions

Mind the Gap – Ten Steps to New Service Propositions

Customer Experience

Recent CEO studies bring home one important point – customers are facing challenging times; no question. But what CEO’s seem most exercised about is that the gap between existing capability... read more

Prepare For These Emerging eCommerce Trends

Prepare For These Emerging eCommerce Trends

Customer Experience

With the end of summer comes the holiday buying season – the busiest and most profitable  time of the year for eCommerce businesses. It’s important for companies across verticals to... read more

5 Customer Service Language Hacks

5 Customer Service Language Hacks

Customer Experience

Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and... read more

Building A Customer Centric Strategy. A "Show, Don’t Tell" Approach!

Building A Customer Centric Strategy. A “Show, Don’t Tell” Approach!

Customer Experience

1

What being customer centric really means? That’s actually a very good question. To answer it let me tell you a story, the story of the company with one of the... read more

How Hertz Provides 24/7 Social Customer Service Globally (Video)

How Hertz Provides 24/7 Social Customer Service Globally (Video)

Customer Experience

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The winter holidays bring families together. The travel industry makes these reunions a reality. During the last months of the year, delivering a customer experience is all the more essential... read more

5 Ways To Instill Customer Focused Values Throughout Your Organization

5 Ways To Instill Customer Focused Values Throughout Your Organization

Customer Experience

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer... read more

3 Traits A Company Culture Must Have To Create Great Customer Experiences

3 Traits A Company Culture Must Have To Create Great Customer Experiences

Customer Experience

The way customers are treated by your company is a direct reflection of your company culture. If you have a culture based on fear and mistrust, customers will experience the... read more

Customer Centricity: An Experience Your Customers, Employees, And Executives Will Love

Customer Centricity: An Experience Your Customers, Employees, And Executives Will Love

Customer Experience

Customer centricity. Everyone talks about it. Amazon has built its business on it – and so has Zappos. Is customer centricity in the cards for every business? If they want... read more