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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 9
The Product/Customer Service/Marketing Continuum

The Product/Customer Service/Marketing Continuum

Customer Experience

One of the things that impresses me the most about my new place of employment, is that while everyone has a title or job description (as loose as they may... read more

What the World Cup Can Teach You About Customer Service

What the World Cup Can Teach You About Customer Service

Customer Experience

Whether or not you’re a fan of soccer, chances are good that you’ve at least heard or seen a bit of the World Cup. The FIFA World Cup was first... read more

Six Reasons to Upgrade from Email to a Customer Service Solution

Six Reasons to Upgrade from Email to a Customer Service Solution

Customer Experience

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I know how many problems email can cause for emerging businesses. Your business might not be large enough to warrant outsourcing customer service, but it might be too large to... read more

On Culture Change, Leadership and Change Management

On Culture Change, Leadership and Change Management

Customer Experience

CRM, Customer Experience, and Digital Business Require Culture Change What I notice is that in order for an organisation to be effective in the games of CRM (building profitable relationships... read more

How Customer Service Training Taught Me to Hate Customers

How Customer Service Training Taught Me to Hate Customers

Customer Experience

I remember when I started working in retail at a customer facing position. It was my first real job and didn’t really have a clue how to do anything. I... read more


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How to Grow Customer Satisfaction with Your CRM

How to Grow Customer Satisfaction with Your CRM

Customer Experience

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Branding is not just a marketing responsibility; it’s a company-wide sport. Whether it’s positive or negative, any interaction a customer has with your business is a reflection of your brand. Hire the right people, train them the... read more

5 Ways to Make Customers Love You Again

5 Ways to Make Customers Love You Again

Customer Experience

When it comes to business, there’s always room for improvement, and that’s especially true when it comes to customer service. You might not be fully aware of just how important... read more

What’s The One Thing Your Customers Want More Than Anything Else?

What’s The One Thing Your Customers Want More Than Anything Else?

Customer Experience

To answer the question posed in the title, let’s start by asking another question: what’s the biggest reason customers and consumers buy things? The universal truth is that people buy... read more

Do You Know The Answers To These 3 Questions?

Do You Know The Answers To These 3 Questions?

Customer Experience

As you know, I’m constantly doing deal reviews with sales people. Each review is similar. The sales person has spent a lot of time understanding needs and requirements, positioning their... read more

The Cross Channel Ferry

The Cross Channel Ferry

Customer Experience

It should be so refreshing to get out into the High Street and look at real, physical selling space. These days I spend so much of my time theorising about... read more

Customer Service Response Statistics: Room to Improve?

Customer Service Response Statistics: Room to Improve?

Customer Experience

Consumers no longer think in terms of ‘channels’ when it comes to purchasing or researching a product or service, they simply expect to receive a seamless customer service across them... read more

Kanye West’s Blueprint for How Brands Can ‘Raise the Palate’ of Customers

Kanye West’s Blueprint for How Brands Can ‘Raise the Palate’ of Customers

Customer Experience

Kanye West knows what he likes. Just ask him. Or, don’t, but he’ll still tell you anyway. Have you ever heard about his disdain for water bottle service on flights... read more

3 Reasons Why Segmentation is Necessary to Understand Customer Lifetime Value

3 Reasons Why Segmentation is Necessary to Understand Customer Lifetime Value

Customer Experience

Marketing metrics like CPC or CPA only capture the cost part of the profit equation. This seems a bit odd when you think about how often successful marketing campaigns are... read more

How Social Customer Service & Engagement Agents Are Making a Big Difference

How Social Customer Service & Engagement Agents Are Making a Big Difference

Customer Experience

In customer service and engagement, technology is a terrific tool, but it’s still the people that make all the difference. This is especially true for social media where being sincere,... read more

Managing Customer Service During World Cup Fever

Managing Customer Service During World Cup Fever

Customer Experience

With World Cup fever gripping the nation and the key England game looming later this evening, many businesses are facing the headache of absent staff or late arrivals due to... read more