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Customer Experience

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13 Startling Customer Service Statistics

13 Startling Customer Service Statistics
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3 Traits A Company Culture Must Have To Create Great Customer Experiences

3 Traits A Company Culture Must Have To Create Great Customer Experiences

Customer Experience

The way customers are treated by your company is a direct reflection of your company culture. If you have a culture based on fear and mistrust, customers will experience the... read more

Customer Centricity: An Experience Your Customers, Employees, And Executives Will Love

Customer Centricity: An Experience Your Customers, Employees, And Executives Will Love

Customer Experience

Customer centricity. Everyone talks about it. Amazon has built its business on it – and so has Zappos. Is customer centricity in the cards for every business? If they want... read more

Help Us, Help You: Your Role in a Better Customer Experience

Help Us, Help You: Your Role in a Better Customer Experience

Customer Experience

Bill Gates said that a company’s most unhappy customers are its greatest potential source of learning. But sometimes, getting useful feedback that can be turned into actions that transform unhappy... read more

Customer Service: What Not To Do When You Don’t Know

Customer Service: What Not To Do When You Don’t Know

Customer Experience

Common Sense Recently I had a question about my international calling plan for my mobile phone. I was preparing for several overseas trips. My assistant was tasked with finding the... read more

Creating A Customer Community: 5 Questions That Scare The Heck Out of People

Creating A Customer Community: 5 Questions That Scare The Heck Out of People

Customer Experience

In most cases, when businesses start down the path toward creating an online customer community, they’re doing it for the first time. Compared to other business strategies, relatively few people... read more

3 New Strategic Rules of Customer Service

3 New Strategic Rules of Customer Service

Customer Experience

The customer service game has undergone a rapid transformation in recent years. New technology has meant that companies can deliver better customer service to more customers in more places in... read more

The Small Business Multichannel Customer Experience

The Small Business Multichannel Customer Experience

Customer Experience

The emergence of social media has given light to some classic indicators of inadequate customer service. The new environment demands a more accurate “multichannel” experience and greater emphasis on understanding... read more

Do A Reality Check On Your Customer Experience

Do A Reality Check On Your Customer Experience

Customer Experience

It is easy to think your service efforts are exceptional. Often the reality does not match your opinion. An often quoted piece of research from Bain and Co. tells us... read more

The ‘Big 6′ in BIG Trouble

The ‘Big 6′ in BIG Trouble

Customer Experience

Today’s business world is made up of different industries with different business models. But successful businesses no matter the industry have one thing in common: Passionate customer advocate groups that... read more

How Live Chat Can Boost Customer Engagement

How Live Chat Can Boost Customer Engagement

Customer Experience

Multiple brands engage on the topic of Customer Engagement, however when it comes to interaction or True Engagement they pass the ball to automation. My argument is that Customer Engagement... read more

The Road to Hellish Customer Experience is Paved with Careless Implementations of Technology

The Road to Hellish Customer Experience is Paved with Careless Implementations of Technology

Customer Experience

I am blessed with very good health and have no medical conditions to the best of my knowledge, but my wife insisted that it is time for a complete medical... read more

The 4 C's - What We Actually Want From Our Customers

The 4 C’s – What We Actually Want From Our Customers

Customer Experience

I recently gave a presentation to students in the business school at a local university entitled It All Starts With the Customer. These students are ready to begin primary and... read more

Follow-up! Before Your Competitors Do!

Follow-up! Before Your Competitors Do!

Customer Experience

This week the issue of follow-up, caused me to sit back compose myself once too often, and further it was the subject of a long discussion with my colleague who... read more

How to Improve Customer Retention By Increasing the Value Customers Get From Your Products

How to Improve Customer Retention By Increasing the Value Customers Get From Your Products

Customer Experience

A lot of factors go into keeping your customers. Especially in the case of B2B companies, customer retention can be a complex challenge. However, despite its intricacies, reducing your retention... read more

Tear Down the Wall: Remember the Business of Your Customers

Tear Down the Wall: Remember the Business of Your Customers

Customer Experience

It amazes me how often technology salespeople from all corners of the industry are afraid to sell directly to the business side of our prospective customers. Far too often, there’s... read more