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10 Things That Could be Killing Your Call Centre’s Effectiveness

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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


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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

Store of the Future: A Phenomenally Merchandised Showroom

Store of the Future: A Phenomenally Merchandised Showroom

Customer Experience

As more and more con­sumers opt to buy online and via their phones, many retail­ers are find­ing that their sales-per-square-footage num­bers are wan­ing. Instead of reap­ing increased sales with addi­tional... read more

Best and Worst eCommerce Customer Service Practices

Best and Worst eCommerce Customer Service Practices

Customer Experience

The best and worst parts of customer service on an eCommerce site come from the way in which the site is set up for the customer. Each of the three... read more

The Customer Is A Real Person, Not An Abstraction!

The Customer Is A Real Person, Not An Abstraction!

Customer Experience

Recently, I wrote, “Solve The Damn Problem!” It’s generated a lot of interesting comments and discussion, but as he usually does, Mike Webster, challenged me with an intriguing question. He... read more

Beware of Customer Experience Management Shortcuts

Beware of Customer Experience Management Shortcuts

Customer Experience

This post marks another installment in Sarah’s series on lessons from the high country. What the Mountain Teaches After our winter ascent of Cooper Mountain and Ruby Mountain via the... read more

11 Ways To Delight Your Customers AND Keep Your Mind Sound

11 Ways To Delight Your Customers AND Keep Your Mind Sound

Customer Experience

Yeah, yeah. The gurus tell you to love your customers. But sometimes customers aren’t so lovable. They’re lazy. Impatient. And they bother you with questions that are answered on your... read more

Customer Experience – Too Much of a Good Thing?

Customer Experience – Too Much of a Good Thing?

Customer Experience

I’m the proud owner of a seven year old Land Rover Freelander II. It’s a great car which I really enjoy driving. And my local dealer is brilliant. I do... read more

The Future of Contact Centers in the Age of the Customer

The Future of Contact Centers in the Age of the Customer

Customer Experience

As customers, we’ve all been there – We’ve got a problem, Googled it and read the FAQs on the website, so we sigh and grit our teeth because we’ve got... read more