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Customer Experience

Why Quality Should Be the Driving Force in Every Buying Decision

William Morrow | Posted 09.29.2016 | Business
William Morrow

When trying to buy a machinery, equipment or complementary service for your company, you will want to consider the best price, a way to minimise cost and maximise profit.

The Experience of Beer Drinking Takes Center Stage

Damian Bazadona | Posted 09.22.2016 | Business
Damian Bazadona

If you're like me, you're sick of the current political circus. That's why I was excited to hear about Smoke & Mirrors, a limited edition "truth serum" beer created by Scotland-based craft brewery Innis & Gunn and how cases of this beer were sent to Hillary Clinton and Donald Trump in an effort to promote honesty during the presidential campaign. I'll drink to that!

So You Measure Your Customers... But, How do Your Customers Measure You?

Sarah Deane | Posted 09.15.2016 | Business
Sarah Deane

A quick search online will bring back numerous posts, articles, companies, tools and other content centered on measuring your customer experience. In the last year, the topic of measuring experience has been top of mind for many organizations looking to better understand and improve their customer experience.

Customer Servitude NOT Service

Michael Lissack | Posted 09.12.2016 | Technology
Michael Lissack

This is a saga about BOTH how to do customer service and how NOT to. It is the story of my attempts to return 2 Samsung Galaxy Note 7's in light of...

The Best and Worst Management Traits for Employee Engagement and Organizational Agility

Sarah Deane | Posted 09.07.2016 | Business
Sarah Deane

Managers play an incredibly important role in the lives of employees at work, in how much the employee feels positively about their workplace, and, in...

3 Customer Experience (CX) Learnings... From a Chef

Sarah Deane | Posted 09.01.2016 | Business
Sarah Deane

When it comes to experience design, I love learning from other industries. Since achieving an emotional connection with humans is really the very core of experience, the learnings, applications and methodology of experience design can be easily translated between a variety of industries.

2 Explosive Strategies for Selling Clients on Well-Rounded Value Propositions

Ahmad Raza | Posted 08.26.2016 | Business
Ahmad Raza

Providing value for customers is important; it means that what they're paying for is worth the price of admission. In the sales process, value propositions are indispensable components of the sales process.

Think Like the Customer (Part 1 of 2)

Amit Bhaiya | Posted 08.23.2016 | Business
Amit Bhaiya

For all of the amazing conveniences that online shopping offers, the customer is still one step removed from physically seeing, hearing, tasting, smelling or touching the actual product. Personalizing the shopping experience engages the human senses in ways that are essential to making any purchase decision.

3 Essential Questions When Creating Your Customer Support Experience

Sarah Deane | Posted 08.11.2016 | Business
Sarah Deane

The support experience, customer service, and customer care, play an incredibly important role in a Customer's Experience of a brand. How a brand shows up when things go wrong weighs heavily on the Customer's perception of the brand as a whole.

We All Are Our Company's Customer Experience

Fritz Lehman | Posted 08.08.2016 | Technology
Fritz Lehman

I certainly believe in technology improving the customer experience. But it's become clear that technology can only go so far.

Infuse Your Brand With Emotion And Meaning

Janet Odgis | Posted 07.29.2016 | Business
Janet Odgis

In his business memoir "Onward: How Starbucks Fought for Its Life Without Losing Its Soul," Starbucks CEO Howard Schultz describes the role of merchan...

Myths Busted: Great Customer Service Starts Here

Doug A. Sandler | Posted 07.28.2016 | Business
Doug A. Sandler

I'm a fan of the Discovery series called MythBusters. Every episode Jamie and Adam (et al.) work to prove or debunk a myth (or myths) through a series of experiments involving trial and error, advanced exploration and communication. What fascinates me is the high relatability factor of the myths they present. It may be a statement of the obvious, but this is why they became myths in the first place.

Why Tone and Language Make All the Difference in Customer Service

Gregory Ciotti | Posted 07.27.2016 | Business
Gregory Ciotti

Tone and language are the building blocks to customer perception. They determine whether a customer walks away elated and raving about your service, or, if used poorly, confirm a commonplace and pervasive belief that most customer service nowadays is laughable at best.

The Art of Amazing Your Customers - 11 Powerful Customer Service Lessons

Vala Afshar | Posted 07.19.2016 | Business
Vala Afshar

Being average means you are as close to the bottom as you are to the top. - John Wooden CEOs rank customer service as the most important priority aft...

How do External Variables and Customer Service Affect Brand Experience?

Sarah Deane | Posted 07.11.2016 | Business
Sarah Deane

The airline and travel industries have been vocal about a renewed focus on the Customer, as more and more come to realize that creating an experience ...

Trust And Customer Experience

Todd Lapidus | Posted 07.05.2016 | Business
Todd Lapidus

Have you built enough trust to lead in customized environments? In a customized environment service is developed in the moment. If pricing or your re...

Digital Tailors = Affordable Custom Menswear

Jedannah Vieira | Posted 07.01.2016 | Style
Jedannah Vieira

(This post is part of a series featuring disruptive concepts in fashion technology specifically emerging from San Francisco.) Custom menswear is norm...

Successful Customer Engagement Strategies that Leads to Sales

Margarita Hakobyan | Posted 06.25.2016 | Business
Margarita Hakobyan

Since experts in marketing have been pushing content marketing for the last few years, it's not surprising that more companies are seeking information...

10 Simple Strategies for Outstanding Customer Service

Diana Rodriguez-Zaba | Posted 06.14.2016 | Chicago
Diana Rodriguez-Zaba

I remember very clearly the first time I really understood the importance of customer service. We were still a young company when floods hit Chicago ...

5 Steps Towards a Better Customer Experience

Advertising Week | Posted 05.18.2016 | Business
Advertising Week

By Andrea Lennon, SVP, General Manager, Critical Mass Here are five steps to building a comprehensive, real-time view of your customer and quantifyin...

3 Customer Experience Lessons I Learned From a Blizzard [Slide Share]

Heather Younger | Posted 05.13.2016 | Business
Heather Younger

71% of consumers ended a business relationship due to a poor customer service experience.-Kissmetrics I live in Colorado where the weather can be f...

How Mature Is Your Customer Experience Focus?

Sarah Deane | Posted 05.13.2016 | Business
Sarah Deane

To say the word experience is used often may be an understatement. At the moment, it seems to be everyone's focus, everyone's goal and everyone's desire for competitive advantage.

Make Digital Transformation Matter: Never Leave the Side of Your Customer

Phil Fernandez | Posted 05.11.2016 | Technology
Phil Fernandez

When I started Marketo a decade ago, marketing was viewed primarily as a cost center whose chief function was to support other groups inside the enter...

With a Killer Coke Campaign Comes a Question

Rudy Vidal | Posted 05.11.2016 | Business
Rudy Vidal

Why does the outrageous laughing in a recent Coca-Cola marketing campaign leave us on the verge of tears? It's because we want to be there and to join in. That's the ultimate metric of success in the management of the customer experience

The Importance of Customer Service Recovery: How it Will Save Many of Your Customer Relationships

Erandi Palihakkara | Posted 05.10.2016 | Business
Erandi Palihakkara

For any business, from time to time, failures in customer service are unavoidable. If handled appropriately, they can provide a business with excellent opportunities to learn, grow and establish stronger relationships with the customer base.