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How Social Media and Online Video are Shaping Customer Service

How Social Media and Online Video are Shaping Customer Service
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All Customer Experience Articles - Page 7
Why You Should Monitor Your Call Center Agents, and Ways to Motivate Them

Why You Should Monitor Your Call Center Agents, and Ways to Motivate Them

Customer Experience

If you’re reading this, then most likely you and your company invest a significant amount of resources in the contact center, from infrastructure and technology to workforce costs and benefits.... read more

The Thin Line Between Success and Failure in Using Customer Data

The Thin Line Between Success and Failure in Using Customer Data

Customer Experience

“Big data” was undoubtedly the buzz word of 2013. As a result, you can bet on it that a lot of major companies are brainstorming on a big data strategy... read more

Show Your Customer Some Appreciation and Increase Your ROI

Show Your Customer Some Appreciation and Increase Your ROI

Customer Experience

Retaining customers makes good business sense: it can cost as much as five times more to woo a new customer than to retain an existing client. Customers love feeling special,... read more

7 Attributes Shaping the ART of the Customer Experience

7 Attributes Shaping the ART of the Customer Experience

Customer Experience

In a recent Constellation Research report and related blog post, principal analyst R “Ray” Wang discusses the current shift in digital business from a focus on “selling products and services... read more

Build Trust and Sell Your Customers Anything

Build Trust and Sell Your Customers Anything

Customer Experience

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While recently at Toronto’s Pearson airport, I read a Fast Company article on how Airbnb is going to expand on their end to end hospitality experience. By offering additional services... read more


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Facts vs. Insights:  How To Know You Have Truly Profound Customer Insights

Facts vs. Insights: How To Know You Have Truly Profound Customer Insights

Customer Experience

The edge. When you have it, it is powerful. It is what many B2B organizations are seeking today. What is sought is an edge over competitors, which translates into more... read more

CRM, Omnichannel and the Quest for Customer Intimacy

CRM, Omnichannel and the Quest for Customer Intimacy

Customer Experience

Once upon a time, before consumer markets became dominated by large corporations and big box stores, customer centricity was a relatively common practice. Small manufacturers and shop keepers could not... read more

3 Reasons Why Live Chat is Just the Thing for Your SME

3 Reasons Why Live Chat is Just the Thing for Your SME

Customer Experience

Your SME is customer-focused. You know all about social media, are available by phone when needed, and reply to customer emails in the blink of an eye. There’s no need... read more

What Qualities Make a Difference in Customer-Facing Employees?

What Qualities Make a Difference in Customer-Facing Employees?

Customer Experience

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Say you’re purchasing a new cloud-based customer relationship management (CRM) system for your company. You’re faced with similar product options, and the pricing structure is comparable. At company A, the... read more

What Wikipedia Doesn’t Tell You About CRM

What Wikipedia Doesn’t Tell You About CRM

Customer Experience

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In order to build relationships with clients, the customer service role has to encompass a series of services that corresponds to pre-sales, sales, and after sales care. Upselling of your... read more

Mortons Social Media

Rules of Engagement: How Brands Are Moving Into ‘Friends’ Territory

Customer Experience

Customer engagement is no longer a series of independent experiences. Instead, it’s an ongoing dialogue between brand and consumer that is constantly in play. For this reason, it’s vital for... read more

Punch Up the Customer Experience

Punch Up the Customer Experience

Customer Experience

Customer service has always been and will continue to be a driving factor for all entrepreneurs, freelancers and business owners. Without the customer, you don’t have a business so you... read more

When is Customer Experience Bad for Business?

When is Customer Experience Bad for Business?

Customer Experience

Most people would consider the majority of their customers their core customers or the customers they have to please. The problem with this type of thinking is that the vast... read more

Target's Cartwheel - Head Over Heels or Wobbly Wheel?

Target’s Cartwheel – Head Over Heels or Wobbly Wheel?

Customer Experience

Truth #1: Good marketing is hard. Truth #2: Target does a lot of good marketing. People not only pay attention to Target’s marketing and advertising, they LOVE it. Target has... read more

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3 Ways to Cut Your Customer Service Costs

Customer Experience

In the business world of today, companies battle with each other to gain and retain customers for certain goods and services. While gaining customers is very important, retaining customers can... read more