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Customer Service Beliefs that Can Hurt Your Business

Customer Service Beliefs that Can Hurt Your Business
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Customer Engagement Guidelines from Forrester’s Forum for Marketing Leaders

Customer Engagement Guidelines from Forrester’s Forum for Marketing Leaders

Customer Experience

There’s no doubt we’ve made significant progress as marketers during the past 20 years of evolution, especially shifting to a laser focus on marketing ROI and optimizing our campaign strategies.... read more

The Five Agreements of Customer Experience

The Five Agreements of Customer Experience

Customer Experience

Have you thought about how the Five Agreements relate to customer experience management? I’ve been traveling a bit lately and, as a result, have had the chance to catch up... read more

The 5 Stages of B2B Customer Relationships

The 5 Stages of B2B Customer Relationships

Customer Experience

There are five stages in B2B customer relationship building that a supplier of high-end products and services can have with its clients. If you want to reach the top tier,... read more

6 Tips for the Best Online Customer Support

6 Tips for the Best Online Customer Support

Customer Experience

Efficient and effective online customer support is crucial to keeping prospective clients engaged. Without assistance your prospective customer might not get the attention and answers they need to convert into... read more

Transformation: Brief Exploration Of Two Radically Distinct Customer Experience Paradigms

Transformation: Brief Exploration Of Two Radically Distinct Customer Experience Paradigms

Customer Experience

What Is The Context For This Conversation? I am following the lead taken by Dawna MacLean in her recent post on encouraging businesses to become more human. It occurs to... read more


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6 Customer Experience Mistakes You Don't Want to Make

6 Customer Experience Mistakes You Don’t Want to Make

Customer Experience

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Per results from recent Voice of Customer (VoC) research, Customer Experience strategies are failing to deliver the quality of experience customers expect. Notwithstanding today’s technology, tools and analytics, it is... read more

Build the Next Customer Experience Wonder of the World

Build the Next Customer Experience Wonder of the World

Customer Experience

Did you know sailfish are considered the fastest known fish in the world? Until recently I didn’t, but did that didn’t change the fact that it was the fastest fish... read more

4 Prevailing Customer Experience Challenges and How To Confront Them

4 Prevailing Customer Experience Challenges and How To Confront Them

Customer Experience

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Customer experience, as a field or discipline, is still pretty new in the grand scheme of things. While most companies understand the need for a CFO, most of them do... read more

The Customer is Always Right: A Correction

The Customer is Always Right: A Correction

Customer Experience

Who is ‘right’ is not always black and white. And this is certainly true of the video production industry. As a relatively new field, online video production is an area... read more

5 Ways to Get 5-Star Amazon Customer Reviews

5 Ways to Get 5-Star Amazon Customer Reviews

Customer Experience

Why You Need Amazon Customer Reviews Online reviews are the modern media world-of-mouth; they’re immensely powerful and can have a huge affect on how your business is perceived. A study... read more

These Two Companies Will Disrupt Their Industries With Customer Experience

These Two Companies Will Disrupt Their Industries With Customer Experience

Customer Experience

I love seeing industries get disrupted. I believe that there are no longer any barriers of entry to any industry. If you combined better technology and a superior customer experience... read more

10 Live Video Chat Tips to Make Your Customers Fall in Love With You [SlideShare]

10 Live Video Chat Tips to Make Your Customers Fall in Love With You [SlideShare]

Customer Experience

Video chat is getting more and more popular for online customer service as bigger companies like Amazon are starting to adopt it. However it is not the most simple feature... read more

Marketing Madness: Creating Fanatical Customers

Marketing Madness: Creating Fanatical Customers

Customer Experience

There are customers and then there are fanatical customers. The fanatical customers are those who will ultimately determine how successful your business is. Those are the customers who define, talk... read more

What Long Hold Times Actually Mean for Your Business

What Long Hold Times Actually Mean for Your Business

Customer Experience

No business enjoys keeping their callers on hold. It’s not something a company sets out to do. Often businesses just don’t have the resources or the know-how to rescue their... read more

Drive Customer Loyalty By Truly Getting to Know Your Customers

Drive Customer Loyalty By Truly Getting to Know Your Customers

Customer Experience

In honor of Customer Loyalty Month, we’ll be focusing on topics that will help you increase your customer loyalty. This article is 1 of 2 in a series about how... read more