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Customer Experience

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4 Most Common Customer Service Complaints You Can Fix In One Day

4 Most Common Customer Service Complaints You Can Fix In One Day
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Market Your Business on a Shoestring Budget: Build Customer Relationships [Video]

Market Your Business on a Shoestring Budget: Build Customer Relationships [Video]

Customer Experience

It is a lot less expensive to keep a customer than it is to get a new one. That’s why establishing strong relationships with your customer base is crucial. One... read more

Roku – 5 Reasons Their Request for Feedback Is Great

Roku – 5 Reasons Their Request for Feedback Is Great

Customer Experience

We like highlighting great examples of companies soliciting feedback. This week’s example comes from Roku. I personally purchased a Roku a few months ago, and I recently received this email... read more

Techniques to Improve Internet Customer Conversion Metrics

Techniques to Improve Internet Customer Conversion Metrics

Customer Experience

Image credit: assets.econsultancy.com Tracking down your internet customer conversion metrics is one of the most crucial aspects of your online marketing campaigns. Conversion marketing plays an integral part of any... read more

4 Communication Tips for Ramping Up a New Inside Sales Client

4 Communication Tips for Ramping Up a New Inside Sales Client

Customer Experience

Ramping up on a new project can be stressful for business development and inside sales reps. There are many different marketing materials they need to read, and processes they need... read more

CS in Conversation: Creating a Success Plan for Your New CSM

CS in Conversation: Creating a Success Plan for Your New CSM

Customer Experience

Seems staffing a customer success team continues to be as hot a topic as customer success itself. Earlier this year in an open letter response from a SaaS in need... read more

The Simple Secret to the Ultimate Customer Experiences

The Simple Secret to the Ultimate Customer Experiences

Customer Experience

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer... read more

Why Do People Take Pleasure in Customer Service Horror Stories?

Why Do People Take Pleasure in Customer Service Horror Stories?

Customer Experience

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It seems like every few weeks some new customer service horror story virally makes the rounds on the Internet. In the last few weeks, we have been treated to the... read more

Roadblocks to a Customer-Focused Culture

Roadblocks to a Customer-Focused Culture

Customer Experience

Most organizations know how to talk about creating a customer-focused culture yet implementation eludes them. Many roadblocks get in the way of the good intentions. The list of roadblocks is... read more

Leadership, Customer Service, Small Business and Scalability

Leadership, Customer Service, Small Business and Scalability

Customer Experience

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Today, Jonathan, our CMO & CSO, was helping out a team member and made a follow-up call to an opportunity in our pipeline. It struck me that we are fortunate... read more

Who Is The Customer Experience For?

Who Is The Customer Experience For?

Customer Experience

The answer to this question seems obvious, the customer experience, whether it is buying, post buying, or anytime they engage our company, is for the customer. It’s the experience they... read more

Designing The Customer Experience For Our Efficiency, Not The Customers’

Designing The Customer Experience For Our Efficiency, Not The Customers’

Customer Experience

This afternoon, we had a problem with a critical tool that we use. I am currently on the road, running from meeting to meeting, but I had to address the... read more

Invite Your Customers to Review You

Invite Your Customers to Review You

Customer Experience

Social Media Policy Recently I read an article about a hotel that had a unique social media clause written into their special event contracts. This hotel was built in the... read more

The Top 3 Avoidable Mistakes of Customer Surveys

The Top 3 Avoidable Mistakes of Customer Surveys

Customer Experience

Every company, regardless of size or industry, must use surveys to improve their customer experience. When it comes to customer surveys, I believe there are three types of companies: The... read more

My $400 Bagel and Cup of Coffee this Morning

My $400 Bagel and Cup of Coffee this Morning

Customer Experience

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On my way into work this morning I decided to stop and pick up bagels for the office and a cup of coffee for myself. As I pulled up to... read more

Customer Experience doesn't have to be hard

The Customer Experience Doesn’t Have to Be Hard

Customer Experience

This is an issue that’s been playing on my mind lately. When it comes to customer experience, don’t we,  brands and customers, all just want the same thing – to... read more