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Customer Experience

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Redefining Customer Experience with Mobile

Redefining Customer Experience with Mobile
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5 Tips to Develop Service Excellence

5 Tips to Develop Service Excellence

Customer Experience

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Too often we endure bad service experiences and do little or nothing about it.   Recently I experienced terrible service at a department store, and the burden of payment became even more difficult for... read more

Customers Request Cheaper Alternative

Customers Request Cheaper Alternative

Customer Experience

Within a matter of days I heard of two companies whose customers requested a cheaper alternative.  One was Microsoft.  It reported that “Lot of people asked for better deals on... read more

Why Customer Comments Are as Valuable as Metrics

Why Customer Comments Are as Valuable as Metrics

Customer Experience

Customers love to share. But they generally only share when it serves their own interests, not yours. A survey can yield lots of great feedback from a wide swath of... read more

Do You Know How Your Customer Is Measured?

Do You Know How Your Customer Is Measured?

Customer Experience

As sales people, we’re used to being measured. We have pipeline metrics, quotas. We may have weekly call or meeting goals. We have prospecting goals, and on and on and... read more

6 Tips to Boost Your Business with Online Customer Service

6 Tips to Boost Your Business with Online Customer Service

Customer Experience

Only 7 percent of people said online customer service interactions exceeded their expectations, according to a Global Customer Service Barometer study by American Express. And a third of customers surveyed... read more

A Celebrity Did What to Comcast? The Power of Customer Feedback

A Celebrity Did What to Comcast? The Power of Customer Feedback

Customer Experience

We’re all about gathering customer feedback. But we aren’t just helping companies to listen to their customers – we advise them to close the loop too (that is, follow-up on... read more

CASE STUDY: Around the Clock, Across Channels to Serve the Customer

CASE STUDY: Around the Clock, Across Channels to Serve the Customer

Customer Experience

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Consumer expectations for 24/7 service and support are growing. Many brands cannot tell their customers that service and support is only available from 9am through 5pm on weekdays, because for... read more

Untapped Resources – Your Customer's Voice

Untapped Resources – Your Customer’s Voice

Customer Experience

Any successful small business knows how important it is to cater to their customers. We hear time and again that customer service is the major differentiator between success and failure.... read more

A Well-Trained Staff Shows at Marriott Courtyard Pioneer Square

A Well-Trained Staff Shows at Marriott Courtyard Pioneer Square

Customer Experience

I never intended to stay at the Pioneer Square Marriott Courtyard in Seattle. I was speaking at a conference in Seattle and fully intended to stay at the hotel where... read more

From Like to Love: The Customer Journey

From Like to Love: The Customer Journey

Customer Experience

The competition is relentless out there. There are so many options for consumers to choose from, yet somehow, the majority of us choose a brand and if we’re satisfied, then... read more

The Don’t List of Customer Service: How to Avoid Comcast’s Mistakes

The Don’t List of Customer Service: How to Avoid Comcast’s Mistakes

Customer Experience

The Comcast customer-service call that went viral is still lighting up the internet. The call, which a customer recorded, captures a frustrating (okay, let’s just say it – hellish) conversation... read more

7 Reasons You Might Not Be Ready for Customer Success…..Yet!

7 Reasons You Might Not Be Ready for Customer Success…..Yet!

Customer Experience

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? According to an Aberdeen Report* on... read more

10 Customer Experience Laws to Become an Admired Company

10 Customer Experience Laws to Become an Admired Company

Customer Experience

Having a strict focus on customer experience will lead to your company becoming an admired brand. More often than not, an admired brand can also lead to financial success. Companies... read more

Why Comcast (and Maybe Your Company!) Needs eLearning

Why Comcast (and Maybe Your Company!) Needs eLearning

Customer Experience

Due to the bad reputation customer service can receive, many people dread having to call their service providers for fears of such a situation, which can have an adverse affect... read more

Putting the Customer Last

Putting the Customer Last

Customer Experience

What do my doctor’s office and the local Chevrolet dealer have in common? Recently, they both decided to put the customer last. While my doctor’s office probably considers me a... read more