We are in the age of the customer. As Forrester Vice President Moira Dorsey noted in 2012, “the only source…
Customer Experience
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.
Last week I wrote about some of the issues keeping marketers up at night and offered some suggested actions for…
Customer Experience
In Danny Meyer’s book “Setting the Table,” he tells the story of how he became one of the world’s most…
Customer Experience
In October 2011, April, a customer service advocate for a large cell phone provider, took a call that seemed like…
Customer Experience
Do your employees know what's expected of them, in general? And when it comes to delivering a great customer experience?…
Customer Experience
We’re all familiar with CRM, but there is another acronym in the business of dealing with customers, that is set…
Customer Experience
If you haven't noticed, we are in the era of customer service. While the customer may not always be right,…
Customer Experience
It’s no secret that social media can be used to follow conversations between consumers. To capitalize on this trend, many…
Customer Experience
Customer service or customer experience? Are they the same thing? There's been a lot of talk about whether marketing and…
Customer Experience
Internal service The concept of internal customer service may be just as important, if not even more so, than general…
Customer Experience