Holiday Toys for Children's Hospital A.I. DuPont: The Spirit of Giving – Learn More ›

Customer Experience

Popular Today in Customer Experience:

13 Startling Customer Service Statistics

13 Startling Customer Service Statistics
Social Sharing Buttons:  
All Customer Experience Articles - Page 3
The Ins & Outs of Agent Dialing - Part I: Manual vs. Automated Dialers

The Ins & Outs of Agent Dialing – Part I: Manual vs. Automated Dialers

Customer Experience

In this series, I will explore the benefits of automated dialing technology for organizations looking to upgrade their Contact Center strategy. Whether preview, power, or predictive, the addition of an automated... read more

Millennial Think: Millennial Expectations Of Customer Service

Millennial Think: Millennial Expectations Of Customer Service

Customer Experience

It was a bit of a raucous hangout this week as we tackled out Think Tank’s expectation of customer service. As always, we came away with some fairly profound insights,... read more

Why, How, Who, When, And What

Why, How, Who, When, And What

Customer Experience

There’s a huge difference between what our customers go through to buy and what most sales people do in trying to sell those customers. It’s this difference that causes much... read more

What Makes a Great Social Customer Service Agent?

What Makes a Great Social Customer Service Agent?

Customer Experience

Here’s an interesting figure: 80% of companies believe that they provide a superior customer service… but only 8% of their customers believe they actually provide a superior customer service. There’s... read more

My First-Time User Experience (FUX) as a UX Designer

My First-Time User Experience (FUX) as a UX Designer

Customer Experience

I’ve spent the last 3 months interning for the User Experience (UX) & Design team at DOOR3, my first stint as a UX Designer. My time here has proven to be... read more

The Importance of Employee Engagement in Digital Customer Experience

The Importance of Employee Engagement in Digital Customer Experience

Customer Experience

1

Employee engagement is an essential part of overall digital customer experience initiatives. Yet many organizations neglect to create a clear employee engagement strategy, or view it as secondary to customer... read more

Your Changing Customer: How to Connect With Gen Y

Your Changing Customer: How to Connect With Gen Y

Customer Experience

What do your customers look like today? Have you considered what they might look like in 2020? Your customers are changing. Increasingly, millennials (members of Generation Y — loosely defined... read more

Customer Retention Is Also about Keeping Your Promises

Customer Retention Is Also about Keeping Your Promises

Customer Experience

If you’re reading this, you likely already know your brand is your promise to your customers. But there is an important extension to this: keeping customers means keeping your promises.... read more

Repairing CRM’s Achilles’ Heel

Repairing CRM’s Achilles’ Heel

Customer Experience

1

Thank you Venture Beat for exposing what seems to have been the elephant in the room no one wants to discuss. Salesforce.com’s announcement at Dreamforce about their upcoming sales analytics... read more

Consistent And Predictable Experience Creates Customer Confidence

Consistent And Predictable Experience Creates Customer Confidence

Customer Experience

Customer Expectations You can have outstanding customer service, but it only takes one mistake to erode the customer’s confidence, thus diminishing the chance you’ll have at gaining the customer’s loyalty.... read more

The Secret To Getting The Most From Live Chat

The Secret To Getting The Most From Live Chat

Customer Experience

Increasingly, online consumers prefer live chat to communicate with ecommerce vendors. As a result, the number of contact centers adding live chat to their communication mix is on the rise.... read more

Why Smashing Hierarchy And Driving Collaboration Is Essential To Customer Experience

Why Smashing Hierarchy And Driving Collaboration Is Essential To Customer Experience

Customer Experience

When Dr David Cooke was appointed managing director of Konica Minolta in Australia, he was faced with a culture of strict hierarchy, strong silos, and task-oriented behavior. He realized this... read more

The 80s Called. They Want Their Customer Service Back…

The 80s Called. They Want Their Customer Service Back…

Customer Experience

1

I’ve read a lot of customer service reports lately that show, in 2014, the telephone still remains the preferred customer service channel. The NICE Global Customer Experience Survey shows that... read more

The Pitfalls Of Screened Service

The Pitfalls Of Screened Service

Customer Experience

Too much standardization and systematization can eliminate the crucial human element. That was my recent experience at JFK Airport. I had arrived too early for my flight, and decided that... read more

3 Things that Make the Culture at Zappos Even Cooler Than You Think

3 Things that Make the Culture at Zappos Even Cooler Than You Think

Customer Experience

Last week I had the privilege of taking a behind the scenes tour of Zappos and speaking with several of their top leaders. Mine was not the popular tour advertised on their website, but... read more