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Customer Experience

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5 Ways Amazon Has Changed How Everyone Thinks About Customer Experience

5 Ways Amazon Has Changed How Everyone Thinks About Customer Experience
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It’s Time to Start Monitoring Customer Health

It’s Time to Start Monitoring Customer Health

Customer Experience

Do you know the health status of each of your customers? How confident are you that your “green accounts” are actually healthy and happy? Do you know when a customer... read more

Does Your Company's Culture Really Support Great Customer Service?

Does Your Company’s Culture Really Support Great Customer Service?

Customer Experience

If your business is located in the United States, your customers phone into your call center. If your business is located in Canada, your customers phone into your call center.... read more

Buyer Psychology and Customer Value: Why Do People Buy Starbucks Coffee?

Buyer Psychology and Customer Value: Why Do People Buy Starbucks Coffee?

Customer Experience

Hint: it is probably not because of the quality of the coffee. This post was inspired by a question on Quora that asked if Starbucks coffee was really superior and... read more

The Age of the Customer: It’s Not Enough To Be Customer Centric

The Age of the Customer: It’s Not Enough To Be Customer Centric

Customer Experience

The birth of markets saw humans starting to choose to trade something in exchange for what they needed – not having to produce it themselves or having to take it... read more

Hell Hath No Fury Like a Customer Scorned

Hell Hath No Fury Like a Customer Scorned

Customer Experience

Whatever your definition of “brand” is, from your customers’ perspective a brand is whatever they experience with a product that is sold under the brand’s name. The only reason any... read more

Think Beyond Just Responsive Design for a Great Customer Experience

Think Beyond Just Responsive Design for a Great Customer Experience

Customer Experience

I mentioned earlier this year in an email trends video that responsive email design is just email design. I have spent a lot of time talking about and implementing the... read more

How Do You Hire an Awesome CSR? Look for These 3 Traits

How Do You Hire an Awesome CSR? Look for These 3 Traits

Customer Experience

It should go without saying that making the right decision for your next Customer Service Representative role can go a long way towards overall customer satisfaction. Think about your own... read more

9 Effective Tips for Customer Service on Social Media

9 Effective Tips for Customer Service on Social Media

Customer Experience

The advent of social media has had a huge impact on the customer service industry. Not only can people go directly to companies and get quick feedback on their questions... read more

Mobile: The Perfect Contradiction for Customer Experience

Mobile: The Perfect Contradiction

Customer Experience

Life is becoming full of contradictions. Just look at the way we use our  mobile phones.  For many of us they have become one of our primary tools for both... read more

Using Customer Data for Good

Using Customer Data for Good

Customer Experience

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A dating site and a social network recently admitted to experimenting on unsuspecting users, sparking a heated discussion on where and how brands should set online boundaries. Gathering customer data... read more

Do Happy Employees Create Happy Customers?

Do Happy Employees Create Happy Customers?

Customer Experience

Could it be so simple? I define a happy customer as one who is loyal and willing to refer you to others. Happy customers mean their problems were solved and... read more

Live Help & Self Perception

Live Help & Self Perception

Customer Experience

You know those live help buttons on a webpage that you can click to start an online chat with a customer support person?  This is convenient alternative to picking up... read more

To Make More Sales, Start Obsessing Over Customer Outcomes

To Make More Sales, Start Obsessing Over Customer Outcomes

Customer Experience

If you’re going through your daily activity as a salesperson focused on your end goals (commission, quotas, incentives), you just might be missing a much bigger opportunity. You could be... read more

Definitive Proof that Great Customer Service Pays Off

Definitive Proof that Great Customer Service Pays Off

Customer Experience

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Listen up, companies. It pays to invest in great customer service. How do we know? Using SurveyMonkey Audience, we asked more than 400 Americans if a company’s reputation for excellent... read more

Are You Creating Value In Every Customer Interaction?

Are You Creating Value In Every Customer Interaction?

Customer Experience

In an outstanding post, Why Sales People Need To Create Value, Not Just Communicate, Bob Apollo cites a data point from Forrester: “Prospects say only 1 in 8 conversations with... read more