Free Webcast: Four Ways To Improve Your Content Marketing Maturity – Learn More ›

Customer Experience

Popular Today in Customer Experience:

Why You Can’t Ignore the Customer Experience

Why You Can’t Ignore the Customer Experience
Social Sharing Buttons:  
All Customer Experience Articles - Page 8
Seek Unhappy Customers

Seek Unhappy Customers

Customer Experience

It is nice to meet and talk to happy customers. They like your products or services and often recommend them to others. As a business leader you get a warm... read more

The Inseparable Connection Between Customer Service and Sales

The Inseparable Connection Between Customer Service and Sales

Customer Experience

Last week, the Internet was a buzz with the recording between Ryan Block, former CEO of Engadget, and the representative from Comcast. Mr. Block and his wife called to terminate... read more

Improve Your Customer Experience or Become Poor

Improve Your Customer Experience or Become Poor

Customer Experience

“Our customer experience is so poor that we lost the 10% growth we achieved last year. What happened?” “How are we going to increase our sales by 15%?” “We need... read more

Changing Customer Behavior: Your Brain Loves a Story

Changing Customer Behavior: Your Brain Loves a Story

Customer Experience

Brains are fascinating. The very thing that allows me to write this blog is both an abstract idea to me and a very concrete part of my anatomy. They are... read more

How to Overcome Customer Resistance to Change

How to Overcome Customer Resistance to Change

Customer Experience

Sometimes the biggest resistance to innovation comes from the person who should benefit most from it – the customer. Customers can be very conservative. When you come along with an... read more

The Role of CRM in Improving Sales Productivity

The Role of CRM in Improving Sales Productivity

Customer Experience

1

According to Salesforce, implementing a CRM system could boost sales productivity by 27%. Additionally, a Nucleus Research survey of CRM decision makers found that organizations could significantly increase returns on... read more

The 2 Step Guide to Fixing Containment

The 2 Step Guide to Fixing Containment

Customer Experience

The best and most consumer-friendly Interactive Voice Response (IVR) systems save callers time by easily answering the questions most frequently asked, and by connecting callers with the best available agent... read more

CRM system

Customer Relationship Management in the New Digital World

Customer Experience

In today’s digital world, it is vital for you to manage your relationships with your customers systematically by taking advantage of new technology efficiently and profitably. The traditional linear customer... read more

telephony

Telephony and CRM: A Match Made in Heaven?

Customer Experience

2

The last few decades saw a steady rise in the number of organizations relying on software for their business-critical operations. And then, there’s the now essential approach to optimizing processes... read more

Customer Experience Innovation Creates Mutual Value

Customer Experience Innovation Creates Mutual Value

Customer Experience

Value creation makes the world go ’round. It stimulates revenue, engagement, and productivity. Value is the secret to customer experience excellence, and that’s why value is secret to sustainable growth.... read more

How to Make Sure Your CRM Data is Accurate

How to Make Sure Your CRM Data is Accurate

Customer Experience

In his book, Data Quality: The Accuracy Dimension, Jack Olson explained that CRM data accuracy refers to whether data values are correct. To be correct, Olson argued, a data value must be both... read more

The 5 Deadly Sins Against Customer-Centric Innovation

The 5 Deadly Sins Against Customer-Centric Innovation

Customer Experience

It’s no surprise when I hear that many business leaders believe they are investing in innovation. The real surprise, perhaps, is how those investments are not paying off. Traditional organizational... read more

Customer Experience Improvement is a Team Sport

Customer Experience Improvement is a Team Sport

Customer Experience

A company is a team, funded by customers. A company is expected by customers to operate as “one”. Nobody likes to hear evidence that the company is not a real... read more

Recommending Your Competition Equals Good Customer Service

Recommending Your Competition Equals Good Customer Service

Customer Experience

2

Confidence is Key The other day a potential client inquired about having me speak about customer service at his company’s annual meeting. Typically, one of the first questions a client... read more

Customer Lifetime Value Prioritizes Customer Experience Management

Customer Lifetime Value Prioritizes Customer Experience Management

Customer Experience

Money talks. It motivates. It prioritizes. Money enables jobs and guides how we do them. So it only makes sense to allocate our efforts according to the source of money:... read more