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All Customer Experience Articles - Page 4
Three Steps to Achieve Consistency of Customer Satisfaction

Three Steps to Achieve Consistency of Customer Satisfaction

Customer Experience

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A recent article by McKinsey & Company on how consistency is “The three Cs of customer satisfaction,” makes the case that the customer journey should be measured not by individual... read more

4 Ways iBeacons Can Revolutionize Customer Service and Experience

4 Ways iBeacons Can Revolutionize Customer Service and Experience

Customer Experience

1

Even with the current technology hype around iBeacons and BLE, most people probably have never heard of it. But since Apple last year subtly introduced iBeacon as part of iOS... read more

Why 90% of Your Customers Leave After a Single Bad Experience – And What To Do About It

Why 90% of Your Customers Leave After a Single Bad Experience – And What To Do About It

Customer Experience

In today’s highly competitive business climate, being able to attract, serve and satisfy more customers is a key to success and increasing revenue. A happy customer is more likely to... read more

Why Companies Lose Customers as They Get Bigger

Why Companies Lose Customers as They Get Bigger

Customer Experience

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Today I’m going to look at how by neglecting the natural lifecycle process of an organisation, companies risk damaging their customers’ trust. Companies are born, they’re established or formed, they... read more

The Chief Customer Officer Customer Service and Experience Is Now Part of the C-Suite

The Chief Customer Officer Customer Service and Experience Is Now Part of the C-Suite

Customer Experience

It is a C level title that is becoming more and more popular. The Chief Customer Officer now has an important seat at the boardroom table. The CCO’s job? To... read more


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Why Are They Buying?

Why Are They Buying?

Customer Experience

I’ve completed a few days of doing deal reviews with some really terrific sales teams. The teams had done outstanding jobs. They had great deals, they’d done pretty well in... read more

Ecommerce sucks at relationships

Why Your Online Store Sucks at Customer Relationships and How to Fix It

Customer Experience

Ecommerce businesses suck at building quality relationships with online customers, the good news is yours doesn’t have to! People shop online for various reasons. They don’t want to deal with... read more

Why Great Customer Service Isn’t Enough to Be Customer-Centric

Why Great Customer Service Isn’t Enough to Be Customer-Centric

Customer Experience

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I recently sent out a pitch on HARO (Help A Reporter Out). If you haven’t gotten on the HARO bandwagon, you’re missing out. It is a fantastic network of news... read more

Here’s why messing up is a chance to excel at customer service

Here’s Why Messing Up is a Chance to Excel at Customer Service

Customer Experience

Many of us grow up to believe that ‘getting in trouble’ is bad. If you’ve done something that upsets your friend, mum or teacher, that’s a bad thing. You’re punished... read more

4 Tips to Modernize Your Call Center Customer Experience From Start to Finish

4 Tips to Modernize Your Call Center Customer Experience From Start to Finish

Customer Experience

While call center operations may seem pretty straightforward, there is always room for improvement. In fact, did you know a mere 2% increase in customer retention has the same financial... read more

Ethnography in Action at Wells Fargo

Ethnography in Action at Wells Fargo

Customer Experience

How do companies gain value from ethnography — the in-person study of how people actually use a product or service? Wells Fargo Bank commissioned an ethnographic project and found out... read more

Technology For Personalized Service In Non-Personal Customer Interactions

Technology For Personalized Service In Non-Personal Customer Interactions

Customer Experience

Almost daily we see new technological advancements, breakthroughs, inventions, and inspiring stories of organizations doing what no one thought was possible. We live in unique times. Values, priorities, and norms... read more

The Purpose of a Business is to Create A Customer Who Creates Customers

The Purpose of a Business is to Create A Customer Who Creates Customers

Customer Experience

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Anyone who’s spent part of their lives living and working in a small town will tell you it’s often something of a microcosm of the country at large. Small-town politics,... read more

Customer Loyalty is Alive and Well

Customer Loyalty is Alive and Well

Customer Experience

I read an article last week on Forbes, Customer Loyalty Is Dead. Long Live Engagement, by Curtis Bingham. He argues that companies need to use customer engagement metrics instead of... read more

How One Microinteraction Spells Merchandising Genius

How One Microinteraction Spells Merchandising Genius

Customer Experience

Do not touch! You break, you buy. I’m sure everyone has seen signs like this, especially in retail stores. So many times, in fact, that we no longer really need... read more