Customer Experience
Your Customers Are Talking – Are You Listening?
Social media and doing business online If you are doing business online, you can no longer afford to stay away from social media. Many brands avoid it as much as... read more
Will The Customer Experience Profession Change the World?
Nicholas A. Christakis’s and James Fowler’s research into social networks and the spread of happiness proves that happiness begets happiness. Using research from the Framingham Heart Study, they looked at data... read more
5 Reasons Why It’s Time to Chat with Your Customers
1Chat has always been right on the bubble in terms of becoming a major customer service channel. But since social media and texting have made short, personalized messaging the mainstream... read more
Direct Contact With Customers—Direct Marketing Contact Database
Direct marketing will no longer have this hasty approach when it comes to reaching out to every potential customer. There are now methodologies that are used today that circle about... read more
Getting A Negative Review – The Best Way For Contractors To Handle
New scientific research proves there is an effective way for home service contractors to handle a negative review, and turn it into a positive. If you are a home services... read more
Validate your Business Decisions with Surveys
Above any other start-up mantra, entrepreneurs need to validate their thinking as early as possible. Don’t spend millions of dollars building something before having tested ideas and concepts with potential... read more
Customer Reviews to Drive Sales
1Last week I wrote a piece about the basics behind content marketing. Over the next few weeks, I’m going to dive a little deeper into each one of the topics... read more
A Case for Building a Social Media Function in Customer Support
The most visible intersection of social media and customer support has to be Twitter. At any given time, you’ve got twitchy customers taking their complaints to the masses. A quick... read more
Using CRM Software to Run Your Field Service Operation: Pros and Cons
Customer relationship management (CRM) systems have come a long way in the last decade, particularly with the trend in the CRM software industry to expand beyond traditional sales strategies towards... read more
X is for Xenodochial… or (e)Xcellent Customer Service!
Obviously, we struggled a little bit with the letter X. There aren’t a lot of topics that lend themselves well to this particular letter, so unless we wanted to discuss... read more
Secrets of Delivering Kick-Ass Customer Experience for Low-Cost Leaders
What’s your strategy for business success? If, like Southwest and Costco, you’re competing primarily on price—and have aligned this with your customer experience strategy—your company is likely among the best... read more
Affluent Insights: What Affluent Consumers Demand in Products and Services
Affluent consumers perceive themselves as important, valuable customers, and they expect to be recognized and treated as such at every point in the customer lifecycle. They also demand products and... read more
If It’s Essential to a Good Experience, Why Hide It?
My one-woman campaign to defeat what I’ve termed “Gilded Fork Syndrome” was borne out of frustration (and no small amount of sarcasm) while wearing my consumer hat at a certain... read more
Government Customer Service Outlook: Cloudy with the Potential for Continued Cost Savings
With government spending being scrutinized more heavily than ever before, and budgets and workforces being slashed, there is a bright spot for significant savings, and that’s the continued adoption of... read more
