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Customer Experience

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The Importance of Employee Engagement in Digital Customer Experience

The Importance of Employee Engagement in Digital Customer Experience
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Why Reps Don’t Use Your CRM

Why Reps Don’t Use Your CRM

Customer Experience

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Being a sales rep can be a difficult job. Oftentimes sales reps feel like they spend more of their time documenting actions than actually closing deals. That leaves sales managers... read more

Customer Service Is Dead. Long Live Customer Success!

Customer Service Is Dead. Long Live Customer Success!

Customer Experience

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Customer success has become a buzzword in high tech over the past few years, with the phrase increasingly cropping up in sales presentations, on business cards and org charts. But... read more

Four Performance Metrics to Improve your Call Center

Four Performance Metrics to Improve your Call Center

Customer Experience

Call centers are at the core of the customer experience and are often under constant scrutiny from the public and industry to ensure a high level of service is provided.... read more

How To Celebrate Customer Service Week

How To Celebrate Customer Service Week

Customer Experience

In 1984 the International Customer Service Association started National Customer Service Week as a way to recognize and reward those people and companies focused on customer service. In 1992 President... read more

Pleased To Beat You: Customer Service Needs Better Rivalries

Pleased To Beat You: Customer Service Needs Better Rivalries

Customer Experience

“Being on par in terms of price and quality only gets you into the game. Service wins the game.” – Dr. Tony Alessandra, Author and Consultant It’s football season people,... read more

A Clown With a Smile Upside Down

A Clown With a Smile Upside Down

Customer Experience

With the airport travel delays this week, I was able to conduct my own bit of marketing research. At Baltimore-Washington International Airport, I noticed the customers in line to buy... read more

Create a Customer Experience that Builds Loyalty

Create a Customer Experience that Builds Loyalty

Customer Experience

In the best of all worlds, happy customers mean loyal customers. Loyal customers talk, create buzz and can be an advocate that leads to more customers. Customers want an exceptional... read more

Is Training Hopeless for Some Reps?

Is Training Hopeless for Some Reps?

Customer Experience

One of the (usually) fun things about being in the customer service/customer experience space is that friends, family members, and colleagues like to tell you about their newest customer service... read more

A Not-so-Obvious Customer Success Lesson to take from the iPhone 6 Plus Flop

A Not-so-Obvious Customer Success Lesson to take from the iPhone 6 Plus Flop

Customer Experience

This has not been a good season for Apple launches, specifically in the iPhone related realms. The iPhone 6 Plus bend test video is the most viral thing to have... read more

Improve The Customer Experience By Remembering We’re All Human

Improve The Customer Experience By Remembering We’re All Human

Customer Experience

“Seventy-six percent of all people who read blogs are people.” - Tim Washer, Cisco, a quote from the NewsCred Content Marketing Summit. Tim Washer, content marketer and comedian, may have... read more

Why Did You Lose That Satisfied Customer?

Why Did You Lose That Satisfied Customer?

Customer Experience

Very rarely do customers stay with a business for as long as they used to in past years. A loyal customer is seen as someone that uses the business twice,... read more

Three Ways To Step Up Proactive Engagement With Your Customers

Three Ways To Step Up Proactive Engagement With Your Customers

Customer Experience

A recent study conducted by International Data Corporation found that 25 percent of smartphone users couldn’t recall a time when their phone wasn’t in the same room with them. 79... read more

Learning to Understand and Delight Your Most Important Marketing Asset

Learning to Understand and Delight Your Most Important Marketing Asset

Customer Experience

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“I’d like to propose that we spend some time and resources to research our current customers and target market,” the Marketing Director of Company A sheepishly declared during the monthly... read more

The Biggest Lesson to Learn from Blowback Against Apple

The Biggest Lesson to Learn from Blowback Against Apple

Customer Experience

Apple recently hosted one of its big roll-out events, this time focusing on the launch of iPhone 6, among other new products and features. As has been the case for... read more

The 5-point Plan: How To Increase Marketing ROI From Call Conversions

The 5-point Plan: How To Increase Marketing ROI From Call Conversions

Customer Experience

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Every marketing executive wants to know when their efforts are getting through to consumers, and the online world is certainly making it easier to do so. Whilst there is still... read more