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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.

Nobody Puts Baby in a Corner: It’s Time for Social Customer Service to Shine

“Nobody puts baby in a corner.” It’s one of the most-quoted lines from the now classic movie “Dirty Dancing.” Patrick…

Jay Leonard
February 15, 2013
Customer Experience

Is Your Customer Loyal to You or Your Price?

Defining Your Customer’s Loyalty What would happen if you were just a little higher priced than your competitor? How would…

Connor Brooke
February 13, 2013
Customer Experience

A Competitive Advantage: Be Nice

A Common Sense Customer Service Tactic The other night, I gave a speech focused more on motivation than on business…

James Spillane
February 13, 2013
Customer Experience

Strategy and CX: What Are the Five Questions That You Need to Answer?

Recently, I came across this piece – Don’t Let Strategy Become Planning - from Roger Martin. I recommend reading it.…

Jay Leonard
February 12, 2013
Customer Experience

Are You Making Your Users Feel Insignificant?

You may have heard of Mailbox, a new tool for email. The well-hyped app has an awesomely sleek video that…

Connor Brooke
February 8, 2013
Customer Experience

The 3 Pillars of B2B Customer Service

1. Understand Your Customers Understanding your customers is essential to establishing and maintaining relationships that deliver returning revenue as well…

Connor Brooke
February 5, 2013
Customer Experience

The Key to Customer Service Success: Follow-Through

What’s the simplest way to make customers happy? Inform them that their requests have been acknowledged and that they will…

Connor Brooke
January 31, 2013
Customer Experience

4 Easy Ways to Get Your Customers Talking About You

To get your customers talking about you, you have to give them something to talk about, right? (Anyone else suddenly…

Jay Leonard
January 30, 2013
Customer Experience

Six Steps to Improve Customer Retention

Customer retention is ultimately driven by value. Even the best segmentation, targeting, positioning, creative messaging or promotion with flawless execution…

James Spillane
January 28, 2013
Customer Experience

Is This the Access to Profitable Revenues, Loyal Customers and Enduring Success? (Part I)

Being a physics graduate I value an insightful theory that opens up new domains of enquiry and provides access to…

Jay Leonard
January 28, 2013
Customer Experience

3 Reasons Your People Should Love Customer Service Metrics

Customer service metrics are MUCH more than a number, they’re the key to tell your people where they’ve been, where…

Jay Leonard
January 26, 2013
Customer Experience

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