Roadmap for Implementing a Successful Customer Experience Program
The benefits of a solid Customer Experience Program are huge but there are significant risks in “getting it wrong”. A sound roadmap will help “get it right”.
Is Mobile Enough? How to Create New Opportunities for Customer Engagement
63% of businesses are prioritizing mobile in order to create a relevant customer dialogue that attracts the ever-online customer, but is it enough?
How to Own the Customer Service Conversation
Do you take responsibility for your communication? Do you really think about what you want to communicate before stating a single word? Or do you just state the first thing that comes to mind?
Proactive Customer Service Means Connecting the Dots for Your Customers
One of the best ways to increase customer satisfaction is to encourage your staff to proactively “Connect the Dots” for your customers.
A False Choice: Who Comes First, Customers or Employees?
As the debate about whether employees or customers come first rages, Bob Thompson gives us his view on the subject.
Digital Customer Experience: Beyond the Feedback Hype
Digital customer experience is not just about collecting feedback, it’s about focusing on customer insight and follow-up action.
The Power of Word of Mouth: Give Your Customers Something to Talk About
Surprise customers with your awesomeness and they will spread the word.
Great Customer Service Is Much More than a Smile
A friendly smile and a pleasant demeanor are not in and of themselves the essence of great customer service.
Customer Experience Mapping: How to Improve Customer Satisfaction and Loyalty
By utilizing customer experience mapping, everyone in your organization will understand the goals for the overall customer experience.
Solving Customer Problems, Even When They Aren’t Our Fault
The customer’s problem may not be our fault, but it is still our problem to solve.
Customer Service Excellence: Find a Way to Make It Happen
Finding a way to make it happen always results in excellent customer service.
Why You Should Be Bending the Rules to Keep Customers
Find out how bending the rules is sometimes necessary to provide excellent customer service.
How Well Do You Treat Your Internal Customers?
What if your internal customers had a choice about doing business with you? Would they?
4 Pitfalls to Avoid in Your Customer Experience Management Strategy
How to avoid the pitfalls when developing and implementing your customer experience strategy.
Key Management Skills for Creating Great Customer Experiences
Here are some key ingredients for successfully managing the customer experience.
Top 10 Tips for Excellent Customer Service
Top tips to help you provide the kind of excellent service that your customers truly deserve.
How to Deal with Irate Customers
Dealing with irate customers is one of the most pressure-packed experiences you will encounter at work. Here are some ways to handle the most difficult clients.
US and UK Customer Service: Differences Revealed
A new study highlights the contrasting responses of consumers in the US and UK.