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How Social Media and Online Video are Shaping Customer Service

How Social Media and Online Video are Shaping Customer Service
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All Customer Experience Articles - Page 8
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3 Ways to Cut Your Customer Service Costs

Customer Experience

In the business world of today, companies battle with each other to gain and retain customers for certain goods and services. While gaining customers is very important, retaining customers can... read more

5 Tips From Mass Mutual‘s Customer Experience Transformation

5 Tips From Mass Mutual‘s Customer Experience Transformation

Customer Experience

While MassMutual Retirement Services now has many customers who opt in to access content for retirement and financial planning…it wasn’t always this way. MassMutual, an industry leader, was humble enough... read more

Accountability For Customer Service Only Happens When You Believe It

Accountability For Customer Service Only Happens When You Believe It

Customer Experience

Recently I was on the website of a major airline trying to purchase a ticket that I had put on hold. This airline lets you hold a ticket for 24... read more

13 Tough Questions to Skyrocket Customer Experience Improvement

13 Tough Questions to Skyrocket Customer Experience Improvement

Customer Experience

Do you have leader grit? Customer experience improvement is not for the faint of heart. The truth can be hard to face but enlightened leaders recognize their customers as emotional... read more

The Big Upside of Customer Participation

The Big Upside of Customer Participation

Customer Experience

Encouraging customers to provide feedback and recommendations directly to the company engages them in valuable ways. Companies think a lot about cultivating word of mouth among customers. What they should... read more


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The Magic Number in Customer Experience Is Two

The Magic Number in Customer Experience Is Two

Customer Experience

From mapping customer journeys to creating customer personas, it is easy to get carried away with the complexity of customer experience design and optimization. Our customers communicate with us via... read more

Rethinking Qualification, Has The Customer Qualified Himself?

Rethinking Qualification, Has The Customer Qualified Himself?

Customer Experience

The other day, I wrote an article about “How Much Do You Want To Spend?” The subsequent discussion has been causing me to rethink many of my ideas about qualifying opportunities... read more

Patient Loyalty, Duct Tape, and Customer Experience Failure

Patient Loyalty, Duct Tape, and Customer Experience Failure

Customer Experience

Health care is expensive, humbling, sometimes embarrassing, and generally still a huge pain to get aligned, validated and scheduled. Have you ever wondered where the “care” part of health care... read more

7 Steps for Dealing With Negative Online Reviews

7 Steps for Dealing With Negative Online Reviews

Customer Experience

Earlier this year, we had the opportunity to share some good news: Negative online reviews? They’re not as bad as you think. In fact, we came up with five pretty... read more

What Are Your Customer Service Standards?

What Are Your Customer Service Standards?

Customer Experience

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When customers patronize a business, they expect to be sold quality services and products. Of course, customers also assume that the salesperson or customer representative gives them quality service as... read more

5 Tips For Better Live Chat Experiences

5 Tips For Better Live Chat Experiences

Customer Experience

If you’re like me, the mere sight of a pop-up box asking for a conversation is enough to make you run for the hills. Or simply close the browser tab.... read more

How to Turn a Complaining Customer Into an Asset

How to Turn a Complaining Customer Into an Asset

Customer Experience

It is human nature to react when a customer complains about your service or product, particularly if the customer expresses anger, frustration, disappointment or hostility. I’ll cut right to the... read more

Make Customers Happy Via the Phone

Make Customers Happy Via the Phone

Customer Experience

A recent survey revealed 50% of credit card customers will start their interaction with customer service teams over the phone rather than email or live chat. This may seem counterintuitive... read more

What Lane Are You In? Customer Service?

What Lane Are You In? Customer Service?

Customer Experience

Customer Experience The best companies know what they are good at, and they “stay in that lane.” For example, Ace Hardware is known for its helpful customer service. Nordstrom is... read more

Of Fantasy Sports, Armchair Quarterbacks, and Your Customers

Of Fantasy Sports, Armchair Quarterbacks, and Your Customers

Customer Experience

We’re on the verge of my favorite time of year: the start of baseball season. I wish I could describe what I feel, but other baseball fans will understand. As... read more