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Customer Service Beliefs that Can Hurt Your Business

Customer Service Beliefs that Can Hurt Your Business
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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


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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

What Are The Two Challenges At The Heart Of Change?

What Are The Two Challenges At The Heart Of Change?

Customer Experience

The Traditional Take On Change So much has been written on change – particularly organisational change. It occurs to me that this material is mostly written by folks sitting in... read more

Why We Have Queues in the Age of the Customer - And What To Do About It

Why We Have Queues in the Age of the Customer – And What To Do About It

Customer Experience

The reason queues form, in essence, is simple: there are more customers than people to serve them. In many, if not most, instances this is a good thing. How they... read more

Late To The Party!

Late To The Party!

Customer Experience

Ever show up to a party late? Groups have formed, everyone’s deeply engaged in conversations, the good food’s gone. When I’m late, I wander from group to group, trying to... read more

Social Customer Service Isn’t Going Anywhere

Social Customer Service Isn’t Going Anywhere

Customer Experience

There has been quite a bit of talk lately that social customer service isn’t going anywhere, and that some brands are beginning to phase out or give up on social... read more

3 Reasons Why Business Owners STILL Don’t Have a Voice of the Customer Program

3 Reasons Why Business Owners STILL Don’t Have a Voice of the Customer Program

Customer Experience

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As a Customer Experience consultant, I still have to convince clients that they should be listening to customers.  During our initial meeting – the Needs Assessment – I hear one of... read more

Evolving to Customer Experience Marketing

Evolving to Customer Experience Marketing

Customer Experience

Consumers have choices and alternatives today that we probably classified as science fiction a few short years ago, as is evidenced by the options provided by Amazon or Zappos. Amazon... read more

Providing Customer Satisfaction Against the Odds

Providing Customer Satisfaction Against the Odds

Customer Experience

Chocolate. Shareholders. Our first kiss. None of these things. Nothing is more important than the satisfaction of our customers. They mean everything. Ultimately, it is down to the consumer to... read more

Sucking is the First Step to Being Sorta Good at Customer Service

Sucking is the First Step to Being Sorta Good at Customer Service

Customer Experience

What every customer service blogger, consultant, speaker, writer, and software provider WON’T tell you is that it’s ok to suck at customer service. Really…it’s ok to actually suck at customer... read more