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Customer Experience

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How Can Companies Best Utilize Chat to Improve Sales and Customer Service?

How Can Companies Best Utilize Chat to Improve Sales and Customer Service?
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Listening v Hearing: How to Diffuse Angry Customers

Listening v Hearing: How to Diffuse Angry Customers

Customer Experience

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Dealing with angry customers is a (sometimes daily) reality for those working in the retail and customer service industries. Whether it’s in person or over the phone, a customer reacting... read more

Visiting Customers is Necessary, Customers Visiting You is Priceless

Visiting Customers is Necessary, Customers Visiting You is Priceless

Customer Experience

This week we hosted a (potential) customer that really wanted to dig in and understand what we do and how we do it. Not the powerpoint kind where we go... read more

Five Training Tips to Make your Call Center Outstanding

Five Training Tips to Make your Call Center Outstanding

Customer Experience

Managers overseeing a call service center know that their employees require ongoing training if they’re to truly excel at delivering excellent customer service. These managers are able to make the... read more

Is Your Company Customer Centric or Ego Centric?

Is Your Company Customer Centric or Ego Centric?

Customer Experience

Being customer centric requires you to be able to operate from the viewpoint of the customer. In other words, can you remove yourself as a professional and make operational decisions... read more

How to Make Sure Your Online Customer Service Won’t Take You Down

How to Make Sure Your Online Customer Service Won’t Take You Down

Customer Experience

If your company has bad online customer service, it stands little chance of surviving. It’s a dog-eat-dog e-commerce world, and you have to make sure your clients are treated better... read more

7 Customer Quips You Should Listen To

7 Customer Quips You Should Listen To

Customer Experience

You know how the adage goes: the customer’s always right. Is the customer always right? Probably not. But that doesn’t mean you shouldn’t listen to what your customers have to... read more

How my Mechanic Taught me About the Great Cost of Awesome Customer Service

How my Mechanic Taught me About the Great Cost of Awesome Customer Service

Customer Experience

Customer service basics are virtually free. Ask employees to be polite to customers when providing telephone support, even if customers are not in the most rational state. Make it a... read more

The Customer-Centric Competitive Advantage in Marketing

The Customer-Centric Competitive Advantage in Marketing

Customer Experience

Let’s be honest, self-centeredness is an ugly trait – not just for people, but for businesses as well. Perhaps that’s why we see so many organizations taking active steps to... read more

What Great Social Customer Service LOOKS Like

What Great Social Customer Service LOOKS Like

Customer Experience

When we think about great customer service, we have a clear vision of what that looks like: Happy, friendly, smiling salespeople. Enthusiastic staff with lots of energy. Customer service representatives... read more

Challenges of the Multiscreen World

Challenges of the Multiscreen World

Customer Experience

Mul­ti­screen has become the buzz­word in the dig­i­tal mar­ket­ing indus­try. Indeed, in today’s world, con­sumers are mul­ti­screen junkies, spend­ing most of their time shift­ing from device to device.  Con­sumers do... read more

Providing Superior Customer Service: 10 Common Problems and Solutions

Providing Superior Customer Service: 10 Common Problems and Solutions

Customer Experience

“To WOW, you must differentiate yourself, which means do something a little unconventional and innovative. You must do something that’s above and beyond what’s expected.” ― Tony Hsieh, CEO of... read more

Customer-Centricity Barriers & Solutions

Customer-Centricity Barriers & Solutions

Customer Experience

What is the greatest threat to creating a customer-centric culture? Responses from a variety of internal and external associates ranged from the slightly cynical to the pragmatic, but all were... read more

Start a Conversation With Your Customer?

Start a Conversation With Your Customer?

Customer Experience

Start a conversation with your customer? I know, it’s crazy talk. Why in the world would you want to talk to the very people who choose to do business with... read more

How to Impress Your New Client in the First 30 Days

How to Impress Your New Client in the First 30 Days

Customer Experience

You just signed that new client. You’re excited. Anxious to get started. And you want to knock their friggin socks off out of the gate. But, how the heck do... read more

How Employee Satisfaction Correlates to Customer Experience

How Employee Satisfaction Correlates to Customer Experience

Customer Experience

Many customer experience practitioners stress the importance of employee participation in companies’ customer-centricity efforts. Intuitively, it is hard to disagree with the anecdotes they tell and conclusions they draw from... read more