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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 6
Customer Experience Management is Like Herding Cats

Customer Experience Management is Like Herding Cats

Customer Experience

The role of Customer Experience Influencer is more realistic than the so-called Customer Experience Manager role. If you try to manage (i.e. control) the customer experience, you just might as... read more

Why Customer Service Technology Can’t Replace Humans

Why Customer Service Technology Can’t Replace Humans

Customer Experience

Remember when self-checkout and mobile e-commerce were considered “futuristic” technology? How about when only the brand-spanking-new gas stations had pay-at-the pump? That wasn’t very long ago. And today, we stand... read more

3 Vital Pieces Of A Solid Customer Experience Foundation

3 Vital Pieces Of A Solid Customer Experience Foundation

Customer Experience

According to this infographic from Parature, it takes 12 positive customer experiences to make up for one negative experience. What exactly is the “customer experience” and who contributes to the... read more

5 Simple Steps to Boost Retention

5 Simple Steps to Boost Retention

Customer Experience

As more and more businesses turn toward a subscription model the emphasis on customer retention has ballooned. The need to acquire customers still exists, but the stability of a business... read more

Customer Satisfaction & The Power Of Expectations

Customer Satisfaction & The Power Of Customer Expectations

Customer Experience

What does a fashion retailer, a mobile operator and a short break company have in common? Absolutely nothing…it would seem. However Tesco Mobile, Next and Center Parcs have all increased... read more

Managed Services, Part 3: Roles and Responsibilities

Managed Services, Part 3: Roles and Responsibilities

Customer Experience

In my last blog “Man­aged Ser­vices, Part 2: Don’t Take Backup and Recov­ery For Granted,” I defined the sec­ond of the five cores of sup­port of man­aged ser­vices: backup and recov­ery. In... read more

Your Customers Want to Talk to You

Your Customers Want to Talk to You

Customer Experience

Last week we looked at the Customer Service Theatre that follows a hyper-vigilant Seal Team Six intervention on social media. This week, we should look at the much more pernicious... read more

Reasons for Customer Service Debacle

Reasons for Customer Service Debacle

Customer Experience

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Customer Service Fails Last week a major cable and Internet provider made “headline” news when a customer recorded a call to the company’s customer service center. All the customer wanted... read more

Five Tips to Make Your Technology Investments Churn Profit

Five Tips to Make Your Technology Investments Churn Profit

Customer Experience

Companies are continuously working to enhance their brand’s customer experience – knowing that retaining loyal customers is critical to their success. However, with so many marketing technologies now competing for... read more

The Importance of Empowering Your Customer Service Employees

The Importance of Empowering Your Customer Service Employees

Customer Experience

As you’re growing your business, don’t forget to make sure that your employees are growing right along with it. Even though Cayzu specializes in streamlining your customer support system, we... read more

Is Your Customer Service Strategy Hurting Your Brand?

Is Your Customer Service Strategy Hurting Your Brand?

Customer Experience

The world of customer service has experienced drastic change over the past decade. While your employees on the frontline – your customer service representatives – continue to handle hundreds of... read more

How to Create an Awesome User Experience with Multiple Communication Channels

How to Create an Awesome User Experience with Multiple Communication Channels

Customer Experience

We live in a time of unprecedented choice. From custom TV packages with thousands of channels to creating the perfect station on Pandora, consumers have come to expect plenty of... read more

Do You Guarantee Your Customer Experience?

Do You Guarantee Your Customer Experience?

Customer Experience

Should companies offer guarantees for their products and services? Or is the better question, why don’t they? I saw a commercial the other day where the company offered a money-back... read more

Fewer Silos, Happier Customers: An Inverse Relationship That Makes Sense

Fewer Silos, Happier Customers: An Inverse Relationship That Makes Sense

Customer Experience

A few years ago, the buzzword du jour was SoLoMo, a concept that aimed to integrate the megatrends of social, location-based information and mobile platforms. As a term, it’s faded... read more

In Customer Service, It’s What You Say and How You Say It

In Customer Service, It’s What You Say and How You Say It

Customer Experience

Whether it’s answering the phone, an email, a chat, a ticket or a tweet, what you say and how you say it makes a big difference. Satisfactorily handled customer service... read more