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Customer Experience

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10 Ways to Put a Smile on Your Online Customers’ Faces

10 Ways to Put a Smile on Your Online Customers’ Faces
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Customer Experience: You Can Do Better

Customer Experience: You Can Do Better

Customer Experience

You probably have a customer experience strategy. You may even have some nice slick-looking slide presentations about that strategy. You’re making every effort to segment your customers and develop your... read more

The customer service (r)evolution

The Customer Service (R)evolution

Customer Experience

When it comes to looking after customers, some businesses are sadly stuck back in the last glacial period. Take a look at our simple guide to the three stages of... read more

“How Much Do You Want To Spend?”

“How Much Do You Want To Spend?”

Customer Experience

“How much do you want to spend?” “What’s your budget?” These and other questions are classic qualifying questions sales people ask. To tell the truth, these questions have always bothered... read more

How to Win Over Skeptical Customers in a Skeptical Age

How to Win Over Skeptical Customers in a Skeptical Age

Customer Experience

Things have changed in terms of marketing in this country and it has nothing to do with the products being marketed. What changed are the people being marketed to. For... read more

How Negative Reviews Can Turn Into Repeat Business

How Negative Reviews Can Turn Into Repeat Business

Customer Experience

Don’t tear your hair out when a bad review comes in – Use it to your advantage. Click here to view the infographic Firstly, the numbers 79% = The proportion of... read more


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Service Recovery – Regaining Your Customer’s Trust

Service Recovery – Regaining Your Customer’s Trust

Customer Experience

I know from personal experience that mistakes will happen when servicing customers. Providing the wrong information, delivering the wrong goods or perhaps even charging the wrong amount for services can... read more

5 Tips on Using Video Memes to Make Your Customers Happy

5 Tips on Using Video Memes to Make Your Customers Happy

Customer Experience

Every once in awhile a song comes along that is just so catchy (in a good or bad way) that you just can’t help but sing along. And every once... read more

Is Your Customer Experience a Loop or a Line?

Is Your Customer Experience a Loop or a Line?

Customer Experience

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Customer experience is closely related to customer satisfaction, but the two are not the same thing. Where customer satisfaction is a measure of how fully a customer’s expectations were met... read more

4 Engagement Strategies to Diversify Your Customer Experience

4 Engagement Strategies to Diversify Your Customer Experience

Customer Experience

Diversity can be a very tricky thing, especially when we think about how it impacts the customer experience. As soon as you make a declaration like “Our company is diverse!”... read more

How Your Business Can Help Its Ideal Customers

How Your Business Can Help Its Ideal Customers

Customer Experience

Do you understand the primary problems that challenge your ideal customers? If your business is intensely focused on relationships, then it is continually learning about the most relevant problems for... read more

The Effects of Typography on User Experience & Conversions

The Effects of Typography on User Experience & Conversions

Customer Experience

“Typography is the detail and the presentation of a story. It represents the voice of an atmosphere, or historical setting of some kind. It can do a lot of things.”... read more

Four Steps for Creating Winning Customer Experiences

Four Steps for Creating Winning Customer Experiences

Customer Experience

Talk to most marketers and they’ll tell you that creating a winning customer experience is good for a brand’s bottom line. It might surprise you, then, that less than 5%... read more

How to Benefit from Real Time Data to Enhance Customer Service

How to Benefit from Real Time Data to Enhance Customer Service

Customer Experience

The strength of real-time data as it affects customer service is easily visible in companies that don’t have it. The customer experience is more important than ever, in an age... read more

What’s Holding You Back From Improving Customer Relationships?

What’s Holding You Back From Improving Customer Relationships?

Customer Experience

The pressure to keep sales up and marketing spend down is more intense than ever. But rather than constantly trying to “out-wow” the competition, why not focus your efforts this... read more

Why is Great Service Hard to Find?

Why is Great Service Hard to Find?

Customer Experience

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If you’re like me, you’re probably constantly scratching your head and wondering: “Why is great service so hard to find?” Last week, I wrote about why companies should give a... read more