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Customer Experience

In order to gain and retain customers today you need to focus on creating engaging experiences. Check out these customer experience tips and best practices.

Customer Service as Product Experience

To stay com­pet­i­tive and com­mand a pre­mium, brands need to sell a cus­tomer expe­ri­ence, not just a prod­uct. Cus­tomer ser­vice…

Jay Leonard
September 1, 2014
Customer Experience

The Trust Factor: Why You Need It & How To Get It

We all know how important trust is in working with someone. When we’ve previously worked with an individual, or a…

Alan Draper
August 31, 2014
Customer Experience

The 6 Commandments Of An Exceptional Customer Experience

Managing the customer experience across multiple channels is one of the more complex challenges many companies face. But it’s also…

Connor Brooke
August 27, 2014
Customer Experience

7 Essential Steps to Solving Customer Service Problems with Content

If you want to keep customers loyal, you need to be there when something goes wrong. But as a business…

Connor Brooke
August 27, 2014
Customer Experience

The Simple Secret to the Ultimate Customer Experiences

To identify the true customer experience experts within our clients' organizations, we leveraged customer feedback to pinpoint individuals consistently providing…

Jay Leonard
August 23, 2014
Customer Experience

My $400 Bagel and Cup of Coffee this Morning

On my way into work this morning I decided to stop and pick up bagels for the office and a…

James Spillane
August 19, 2014
Customer Experience

The “It’s A Wonderful Life” Effect: What If The Customer Success Manager Role Had Never Been Born?

Without a doubt, my favorite movie character of all time is George Bailey from It’s A Wonderful Life. I remember…

Connor Brooke
August 13, 2014
Customer Experience

Top Brands That Rock at Customer Service and Tips on Keeping Your Clients Sweet

Customer service has always been heavily related to retail environments, but that doesn’t mean us B2B types can’t learn a…

Connor Brooke
August 10, 2014
Customer Experience

The Gospel of Customer Centricity

The price of a product, the brand value and the other pillars of marketing are no longer the most important…

James Spillane
August 8, 2014
Customer Experience

6 Tips to Boost Your Business with Online Customer Service

According to a Global Customer Service Barometer study by American Express, just 7 percent of people felt that online customer…

Connor Brooke
August 3, 2014
Customer Experience

A Well-Trained Staff Shows at Marriott Courtyard Pioneer Square

I never intended to stay at the Pioneer Square Marriott Courtyard in Seattle. I was speaking at a conference in…

Connor Brooke
August 2, 2014
Customer Experience

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