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7 Things That You Forgot CRM Did

7 Things That You Forgot CRM Did
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How Your Company Can Achieve Zero Customer Complaints

How Your Company Can Achieve Zero Customer Complaints

Customer Experience

You know the feeling: You’ve done everything you can to satisfy an unhappy customer when you find a rambling, spiteful, unfair review online. You’ve refunded the order, but the customer... read more

Do Different Age Groups Use Online Reviews Differently?

Do Different Age Groups Use Online Reviews Differently?

Customer Experience

Drill down into internet demographics with an overview of how age plays a key role in online reviews. Younger people are supposedly more web-savvy than older people. So are they more... read more

5 Fundamentals for Building Client Relationships That Last

5 Fundamentals for Building Client Relationships That Last

Customer Experience

As the late American businessman and founder of Walmart, Sam Walton, once said: “There is only one boss. The customer. And he can fire everybody in the company from the... read more

Customers Build Brands?

Customers Build Brands?

Customer Experience

A March 5, 2014 Forbes article, The Psychology and Philosophy of Branding, Marketing, Needs and Actions, says “Customers build brands, not companies.”  Really? Flawed logic While I agree with the... read more

Marketing to the Worldview of Your Customers

Marketing to the Worldview of Your Customers

Customer Experience

A worldview is a philosophy or set of values through which people interpret and interact with the world. Do you understand what this is for your ideal customers? Communities align... read more


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Customer Relationships: Does It Pay To Tell The Truth?

Customer Relationships: Does It Pay To Tell The Truth?

Customer Experience

In amidst all the talk of the importance of a customer-centric culture, customer obsession, building customer relationships and improving the customer experience I find something missing. What? The commitment to... read more

How to Improve Customer Service with a Touch Point Map

How to Improve Customer Service with a Touch Point Map

Customer Experience

Have you ever bought a product or service where you were excited about your decision to buy (maybe after a rigorous buying process), only to be very disappointed by the... read more

Customer Centricity Should be at the Core of Customer Service

Customer Centricity Should be at the Core of Customer Service

Customer Experience

The Internet has changed the way organizations interact with their stakeholders, both internal and external. But, have companies truly made the effort to implement a strategy to communicate effectively with... read more

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In Praise Of The Fan

Customer Experience

Where I grew up, you were born into fandom. There was no choice in the matter. Some were born to Liverpool FC, others to Everton. If you drew the short... read more

Going Off-Road with your Customer’s Journey

Going Off-Road with your Customer’s Journey

Customer Experience

INTRODUCTION Understanding the journey that a customer takes when dealing with a business or brand can be an incredibly valuable asset, allowing a brand to map their customer’s journey throughout... read more

Lead Nurturing for B2C Businesses: Your Customers are Waiting

Lead Nurturing for B2C Businesses: Your Customers are Waiting

Customer Experience

I’ll admit it. I love to buy things. It’s a little bit of an addiction. I call myself a merchandise whore. When we go to football games, I buy everything... read more

Lost Friendships and Lost Customers

Lost Friendships and Lost Customers

Customer Experience

Sitting with a parent as they fade away is one of life’s more difficult moments. It makes you think about what matters and what doesn’t. My father is failing quickly... read more

10 Ways to Offer Your Customers More Value

10 Ways to Offer Your Customers More Value

Customer Experience

It’s much easier to market to existing customers and get them to buy more than to spend the time, money, and energy nurturing new leads that might not end up... read more

Message to CX Profession – Transparency Begets Trust

Message to CX Profession – Transparency Begets Trust

Customer Experience

I get requests to complete surveys quite often. They come from my bank, after in branch transactions, websites I visited, customer service of my credit cards and cable providers. They... read more

When Business is Good, Customer Service Gets Tested

When Business is Good, Customer Service Gets Tested

Customer Experience

This week on our Friends on Friday guest blog post, my colleague Marilyn Suttle writes about a topic I often talk about, the importance of speed and customer service. Speed... read more