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Customer Experience

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Why 90% of Companies Fail at Delivering Consistent Customer Service

Why 90% of Companies Fail at Delivering Consistent Customer Service
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How to Grow Customer Satisfaction with Your CRM

How to Grow Customer Satisfaction with Your CRM

Customer Experience

1

Branding is not just a marketing responsibility; it’s a company-wide sport. Whether it’s positive or negative, any interaction a customer has with your business is a reflection of your brand. Hire the right people, train them the... read more

5 Ways to Make Customers Love You Again

5 Ways to Make Customers Love You Again

Customer Experience

When it comes to business, there’s always room for improvement, and that’s especially true when it comes to customer service. You might not be fully aware of just how important... read more

What’s The One Thing Your Customers Want More Than Anything Else?

What’s The One Thing Your Customers Want More Than Anything Else?

Customer Experience

To answer the question posed in the title, let’s start by asking another question: what’s the biggest reason customers and consumers buy things? The universal truth is that people buy... read more

Do You Know The Answers To These 3 Questions?

Do You Know The Answers To These 3 Questions?

Customer Experience

As you know, I’m constantly doing deal reviews with sales people. Each review is similar. The sales person has spent a lot of time understanding needs and requirements, positioning their... read more

The Cross Channel Ferry

The Cross Channel Ferry

Customer Experience

It should be so refreshing to get out into the High Street and look at real, physical selling space. These days I spend so much of my time theorising about... read more


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Customer Service Response Statistics: Room to Improve?

Customer Service Response Statistics: Room to Improve?

Customer Experience

Consumers no longer think in terms of ‘channels’ when it comes to purchasing or researching a product or service, they simply expect to receive a seamless customer service across them... read more

Kanye West’s Blueprint for How Brands Can ‘Raise the Palate’ of Customers

Kanye West’s Blueprint for How Brands Can ‘Raise the Palate’ of Customers

Customer Experience

Kanye West knows what he likes. Just ask him. Or, don’t, but he’ll still tell you anyway. Have you ever heard about his disdain for water bottle service on flights... read more

3 Reasons Why Segmentation is Necessary to Understand Customer Lifetime Value

3 Reasons Why Segmentation is Necessary to Understand Customer Lifetime Value

Customer Experience

Marketing metrics like CPC or CPA only capture the cost part of the profit equation. This seems a bit odd when you think about how often successful marketing campaigns are... read more

How Social Customer Service & Engagement Agents Are Making a Big Difference

How Social Customer Service & Engagement Agents Are Making a Big Difference

Customer Experience

In customer service and engagement, technology is a terrific tool, but it’s still the people that make all the difference. This is especially true for social media where being sincere,... read more

Managing Customer Service During World Cup Fever

Managing Customer Service During World Cup Fever

Customer Experience

With World Cup fever gripping the nation and the key England game looming later this evening, many businesses are facing the headache of absent staff or late arrivals due to... read more

Driving Incremental Service Revenue from Customer Success

Driving Incremental Service Revenue from Customer Success

Customer Experience

I have participated in several discussions around how to manage your Customer Success organization and the value it brings to your customer base and company. And a question I hear... read more

Six Customer Success Principles To Live By (You Learned Them All in Pre-school!)

Six Customer Success Principles To Live By (You Learned Them All in Pre-school!)

Customer Experience

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Optimizing the customer experience is something many forward thinking companies are striving for. Still an emerging field, there’s no commonly accepted practice on how to structure a Customer Success program. Industry buzzwords,... read more

Danger Zone: When A Business Doesn’t Communicate Change

Danger Zone: When A Business Doesn’t Communicate Change

Customer Experience

  Why do businesses fail to communicate change to customers? One day, I showed up for my training session at the boxing gym I have belonged to for the last... read more

How to Create Raving Fans with Legendary Customer Service

How to Create Raving Fans with Legendary Customer Service

Customer Experience

The social media marketing revolution has made us all aware of the importance and value of customer service and feedback. We know that at any instant, a disgruntled customer or... read more

The Problem with Predictive Analytics for Customer Success

The Problem with Predictive Analytics for Customer Success

Customer Experience

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I recently read yet another very informative blog post from Corey Eridon over at Hubspot, entitled The Problem with Predictive Analytics. Along with an explanation of predictive analytics and its... read more