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Customer Experience

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Go Social or Go Home: Why Twitter and Facebook Are Now Basic Customer Service Channels

Go Social or Go Home: Why Twitter and Facebook Are Now Basic Customer Service Channels
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All Customer Experience Articles - Page 8
Understanding the Potential When Customer Insight is at the Heart of Operations

Understanding the Potential When Customer Insight is at the Heart of Operations

Customer Experience

According to an article that appeared in the May 5, 2014, issue of Forbes, “Wayfair is as much a data miner as it is a retailer. It constantly probes and... read more

Is Your Mission Customer-Focused, or an Empty Promise?

Is Your Mission Customer-Focused, or an Empty Promise?

Customer Experience

What’s your customer experience mission? I have introduced the idea of customer experience to many people. I’m excited that it’s finally catching on! But it seems most business leaders have... read more

Providing a Superior Experience – Staying Ahead of the Curve

Providing a Superior Experience – Staying Ahead of the Curve

Customer Experience

Over the past few months, we’ve rolled out a number of reports examining the many opportunities and obstacles specific industries face in social media. While each industry is unique in... read more

Customer Collaboration and Innovation Strategy: Bringing Users into the Fold

Customer Collaboration and Innovation Strategy: Bringing Users into the Fold

Customer Experience

The complexities of selling, coupled with intense competition, have pushed businesses to turn to innovation strategy with the belief that innovating and creating with customers will help sustain business in... read more

The Customer Success Mindset

The Customer Success Mindset

Customer Experience

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All smart SaaS business are beginning to invest in Customer Success but it’s not just something you can throw a few dollars and bodies at. Customer Success starts with a... read more


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The Invisible CSM

The Invisible CSM

Customer Experience

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If my assumption is correct, most of you have heard the mythical tale of the little Dutch boy who was walking to school one day and passed by a dike... read more

Do Customers Know What They Need?

Do Customers Know What They Need?

Customer Experience

Do customers know what they want or need? Let’s start with some definitions. According to Google, want means to have a desire to possess or do (something); wish for; lack... read more

What Is the Purpose of a Business?

What Is the Purpose of a Business?

Customer Experience

Image courtesy of Google Books What is the purpose of a business? Not sure? Consider this. In Peter Drucker’s The Daily Drucker, which contains 366 daily insights (excerpts from his... read more

Status Update: Who’s Sharing Excellent Customer Service?

Status Update: Who’s Sharing Excellent Customer Service?

Customer Experience

I stumbled on a statistic this morning that absolutely blew my mind. Maybe I hadn’t had enough coffee yet, but I literally went bug-eyed. “People on Facebook share approximately 1... read more

winnie the pooh

Winnie-the-Pooh on Customer Service

Customer Experience

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Favourite author A.A. Milne is best known for the stories and poems he published about Winnie-the-Pooh. The books might be aimed at children, but there are also some timeless gems... read more

Pop quiz! How Are Retailers Using Quizzes to Improve the Customer Experience?

Pop quiz! How Are Retailers Using Quizzes to Improve the Customer Experience?

Customer Experience

I may be dating myself, but when I was a teenager, my favorite thing to do when I got a new issue of Seventeen or Sassy was to take all... read more

How M2M Can Enhance the Customer Experience in Field Service

How M2M Can Enhance the Customer Experience in Field Service

Customer Experience

The increased integration of machine to machine (M2M) technology is providing the field service industry excellent opportunities to offer new services and increase revenue, while enhancing the overall quality of... read more

How to Create a Memorable Customer Experience

How to Create a Memorable Customer Experience

Customer Experience

A question for you… What’s one of the single most important points to focus on for short-range and long-term success in your online marketing? The answer? Customer experience. Giving your... read more

How Do You Define Customer Success?

How Do You Define Customer Success?

Customer Experience

Customer success is a very hot topic (rightfully so). With the rise of the subscription economy, companies are more obligated than ever to make sure their customers are happy with... read more

The Mass Extinction of Loyal Customers

The Mass Extinction of Loyal Customers

Customer Experience

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Do truly loyal customers actually exist? I argue the answer is no. Before you start quoting Steve Jobs and proclaiming your allegiance to the almighty Apple, please consider this: The... read more