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Customer Experience

Popular Today in Customer Experience:

The Trust Factor: Why You Need It & How To Get It

The Trust Factor: Why You Need It & How To Get It
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Do You Guarantee Your Customer Experience?

Do You Guarantee Your Customer Experience?

Customer Experience

Should companies offer guarantees for their products and services? Or is the better question, why don’t they? I saw a commercial the other day where the company offered a money-back... read more

Fewer Silos, Happier Customers: An Inverse Relationship That Makes Sense

Fewer Silos, Happier Customers: An Inverse Relationship That Makes Sense

Customer Experience

A few years ago, the buzzword du jour was SoLoMo, a concept that aimed to integrate the megatrends of social, location-based information and mobile platforms. As a term, it’s faded... read more

In Customer Service, It’s What You Say and How You Say It

In Customer Service, It’s What You Say and How You Say It

Customer Experience

Whether it’s answering the phone, an email, a chat, a ticket or a tweet, what you say and how you say it makes a big difference. Satisfactorily handled customer service... read more

Personalizing Customer Interactions Secures Customer Loyalty

Personalizing Customer Interactions Secures Customer Loyalty

Customer Experience

Back in June I wrote about the importance of creating a great user experience for content creators. One of the areas I touched on was personalization and how that can... read more

Winning Brands, and What We Learned

Winning Brands, and What We Learned

Customer Experience

Customers are the backbone of every business, but every day we hear about people who believe they have been mistreated or pushed around by companies, sometimes even their favorite brands.... read more

Customer Feedback Fatigue

Customer Feedback Fatigue

Customer Experience

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Has anyone else fallen for those sweet, seductive words, “Would you like to participate in a short survey at the end of your call today, to help us improve our... read more

Check Out the Customer Support Benefits a Call Center Gives

Check Out the Customer Support Benefits a Call Center Gives

Customer Experience

Haven’t you noticed how a lot of companies today tend to say the same thing: “We are here to support our clients”. Admit it, it’s a catch marketing slogan, right?... read more

How to Make Sure Customer Relationships Go Beyond the First Date

How to Make Sure Customer Relationships Go Beyond the First Date

Customer Experience

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Building a strong relationship takes time. It’s true in your personal life and it’s certainly true when it comes to your business. And while you’re likely making new connections for... read more

When Service Is Two Chairs and a Napkin Short

When Service Is Two Chairs and a Napkin Short

Customer Experience

A few weeks ago, we attended a gala event, and a series of service bobbles reminded me again that even when service people are perfectly nice, the service itself might... read more

7 Things That You Forgot CRM Did

7 Things That You Forgot CRM Did

Customer Experience

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It may have been part of your training, it’s there every day when you sit down at your desk to begin your sales calls, but actually – why are you... read more

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