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Customer Experience

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Can You Hear Me Now? Three Questions to Ensure You're Listening to Your Audience

Can You Hear Me Now? Three Questions to Ensure You're Listening to Your Audience
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All Customer Experience Articles - Page 5
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

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

Insight: The First of 3 I’s for Service Excellence

Insight: The First of 3 I’s for Service Excellence

Customer Experience

My wife and I have an investment manager to help us manage our investments. I have seen the advisor in person several times. Unfortunately, every time we meet, it might... read more

The ultimate customer survey question

The Best Time to Ask for Customer Feedback

Customer Experience

The last few weeks I’ve been waiting for my passport renewal to arrive. My excitement when I received a “delivery attempted” notice was palpable once I tracked the parcel and... read more

5 CRM Hacks for Quality Data

5 CRM Hacks for Quality Data

Customer Experience

Nearly every CRM company and internal corporate IT department has taken a stab at solving the problem of keeping your data clean and quality. The answer is to never allow duplicates... read more