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Customer Experience

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Social Customer Service: The Front Line of Your Brand Reputation

Social Customer Service: The Front Line of Your Brand Reputation
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Mobile Self-Service – Don’t Keep Your Customers on Hold

Mobile Self-Service – Don’t Keep Your Customers on Hold

Customer Experience

According to a poll by TIME Mobility, 84% of people cannot go a day without checking their mobile phone. In fact, it has become such a part of everyday life... read more

The Devil Is In The Details

The Devil Is In The Details

Customer Experience

I suppose it’s human nature not to look at details. If I look at the pace of business and life, the workloads each of us have, it’s easy to gloss... read more

Wasting Customers Time

Your Surveys Are Wasting Customers’ Time

Customer Experience

It’s been a long day. I’m more than ready to close the laptop lid and head out in search of ‘me’ time. I feel I’ve earned it. But I need... read more

The Opportunity In A Customer Complaint

The Opportunity In A Customer Complaint

Customer Experience

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“Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.” - Zig Ziglar Early... read more

How To Cause Customer-Centricity By Shaping The Work Context (Part 1 of 3)

How To Cause Customer-Centricity By Shaping The Work Context (Part 1 of 3)

Customer Experience

The Challenge Imagine that you are the CEO of InterLodge. You face a big problem: your share price has been falling for some time. You need to do something to... read more

4 Non-Negotiable Traits of Customer Focused CEO’s

4 Non-Negotiable Traits of Customer Focused CEO’s

Customer Experience

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Take a moment to think. Do you work with a... read more

Valuable Tips For More Successful Customer Surveys

Valuable Tips For More Successful Customer Surveys

Customer Experience

If you and I are going to be as successful as possible in the competitive world of online marketing, we need to have a deep understanding of our buyers. We... read more

Can You Engage Like Amazon Does? Top Consumer Engagement Lessons from Amazon

Can You Engage Like Amazon Does? Top Consumer Engagement Lessons from Amazon

Customer Experience

In the past few years, Amazon has shot up the ranks to become one of the popular and successful retailers in the United States. In 2013, Amazon posted an incredible... read more

Why Real-Time Communication Means Incredible Customer Service

Why Real-Time Communication Means Incredible Customer Service

Customer Experience

By now, everyone should understand the value of fantastic customer service. According to this research report conducted by Zendesk, 95% of customers share bad customer service experiences, and 87% share good experiences.... read more

8 Questions in Customers’ Heads That Impact Customer Retention

8 Questions in Customers’ Heads That Impact Customer Retention

Customer Experience

By now, you know how important customer retention can be to the future of your business. You know that acquiring new customers costs five times as much as retaining the customers... read more

Digital Customer Service: The New Rules of Engagement for Delivering

Digital Customer Service: The New Rules of Engagement for Delivering

Customer Experience

Customer services tactics are rapidly evolving. Technology led to a shift in the way people shop and do business, both online and in brick-and-mortar shops. Amazon leads online retailers in... read more

How To Avoid Customer Service Disasters

How To Avoid Customer Service Disasters

Customer Experience

We have all had those truly horrific customer service experiences where we’ve called to ask a simple question or get a minor problem fixed and have hung up the phone... read more

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