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Customer Experience

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The Importance of Employee Engagement in Digital Customer Experience

The Importance of Employee Engagement in Digital Customer Experience
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The Four Strategies for Customer Service Leadership

The Four Strategies for Customer Service Leadership

Customer Experience

The best customer service organizations have many things in common. I believe the most important is that its leadership focuses on customer service and the customer experience. Check yourself and... read more

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

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

Customer Experience

Not only is it cheaper to keep a customer than to win a new customer, peeping customers happy is easier than fixing an angry customer. But let’s face it, no... read more

LIfetime Customers

The Not So Secret Way to Develop Lifetime Customers

Customer Experience

Have you ever gone to website, added an item to your cart, but decided not to purchase because you didn’t trust the site? That happened to me the other day... read more

Cracking the Digital Code: Lessons from a Mystery Novelist (Part 2)

Cracking the Digital Code: Lessons from a Mystery Novelist (Part 2)

Customer Experience

The great mys­tery or spy nov­el­ist cre­ates a pleas­antly thrilling expe­ri­ence for the reader; one where they can’t pre­dict the next twist in the story, yet feel secure in the... read more

Customer Conversations Lasting Longer? You May Not Be Alone...

Customer Conversations Lasting Longer? You May Not Be Alone…

Customer Experience

Apparently, customer service and sales conversations are lasting 16% longer than they used to. Is this a good thing? Is this a bad thing? Well, it rather depends on your... read more

How Can Companies Best Utilize Chat to Improve Sales and Customer Service?

How Can Companies Best Utilize Chat to Improve Sales and Customer Service?

Customer Experience

Chat is rapidly becoming the most preferred channel for customer service and sales. We asked industry experts to share their point of view. Andy Morrow, Assistant Vice President of Service... read more

Why Customers Are Not the Most Important People in an Apple Store

Why Customers Are Not the Most Important People in an Apple Store

Customer Experience

Long before the iPhone 6 was launched, I was hooked on Apple. My first desktop computer was a MacIntosh SE II with a whopping 1 mb of ram, and I’ve been an Apple fanatic ever... read more

How Not To Go About Effecting Behavioural Change And Moving Towards Customer-Centricity

How Not To Go About Effecting Behavioural Change And Moving Towards Customer-Centricity

Customer Experience

Let’s assume that for the purposes of this conversation that when I use the term customer-centricity I am pointing towards a specific behaviours which show an organisation as being attuned... read more

Why Sales Scripts Are A Solid Start To A Bad Customer Relationship

Why Sales Scripts Are A Solid Start To A Bad Customer Relationship

Customer Experience

In a fast-paced, ever-changing sales environment, your sales team needs to stay on top of shifting prospect demands and new approaches to lead generation. Yet, many companies still hold on... read more

Listening v Hearing: How to Diffuse Angry Customers

Listening v Hearing: How to Diffuse Angry Customers

Customer Experience

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Dealing with angry customers is a (sometimes daily) reality for those working in the retail and customer service industries. Whether it’s in person or over the phone, a customer reacting... read more

Visiting Customers is Necessary, Customers Visiting You is Priceless

Visiting Customers is Necessary, Customers Visiting You is Priceless

Customer Experience

This week we hosted a (potential) customer that really wanted to dig in and understand what we do and how we do it. Not the powerpoint kind where we go... read more

Five Training Tips to Make your Call Center Outstanding

Five Training Tips to Make your Call Center Outstanding

Customer Experience

Managers overseeing a call service center know that their employees require ongoing training if they’re to truly excel at delivering excellent customer service. These managers are able to make the... read more

Is Your Company Customer Centric or Ego Centric?

Is Your Company Customer Centric or Ego Centric?

Customer Experience

Being customer centric requires you to be able to operate from the viewpoint of the customer. In other words, can you remove yourself as a professional and make operational decisions... read more

How to Make Sure Your Online Customer Service Won’t Take You Down

How to Make Sure Your Online Customer Service Won’t Take You Down

Customer Experience

If your company has bad online customer service, it stands little chance of surviving. It’s a dog-eat-dog e-commerce world, and you have to make sure your clients are treated better... read more

7 Customer Quips You Should Listen To

7 Customer Quips You Should Listen To

Customer Experience

You know how the adage goes: the customer’s always right. Is the customer always right? Probably not. But that doesn’t mean you shouldn’t listen to what your customers have to... read more