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Customer Experience

On Valentine's Day: 4 ways to bring true love into your Customer Relationships

Shampa Bagchi | Posted 02.10.2017 | Business
Shampa Bagchi

This Valentine's Day, as you go through the annual ritual of romance with flowers and gifts and cards and chocolates for that special person in your l...

Why Do Brands Hate Me?

Timo Kiuru | Posted 01.18.2017 | Business
Timo Kiuru

I'm a 34-year-old male with a wide range of interests, though I don't see myself as a loose millennial. In fact, lately I've been shocked when taking ...

4 Reminders About the Impact of Brand Reputation from A Chance Interaction with a Restaurant Owner

Sarah Deane | Posted 12.11.2016 | Business
Sarah Deane

I had a very interesting interaction the other day with a man who is a partner in a Poke bar chain that has a couple of locations nearby. The interac...

9 Transaction Models Shape Your Customer Experience

Marty Zwilling | Posted 11.30.2016 | Business
Marty Zwilling

Focus is everything in a business, whether it be a new startup or a large enterprise. In my role as a business advisor, I often see well-meaning entre...

4 Reasons Why Brands Did Not Achieve their Expected Customer Experience (CX) Impact in 2016

Sarah Deane | Posted 11.22.2016 | Business
Sarah Deane

In 2016 we have seen a year filled with everything Customer Experience and, as we now near the end of the year, many organizations are well underway w...

What's an Airbnb Host's Worst Nightmare?

Christine Crandell | Posted 11.17.2016 | Technology
Christine Crandell

A bad review. Here is a story that outlines some common mishaps that can occur when communication breaks down between a host and a guest, and a simpl...

7 Tips For Fostering Loyalty In Your Customers

Sophie Andrews | Posted 11.15.2016 | Business
Sophie Andrews

It is well known in the business world that it costs a minimum of five times more to gain a new customer than it does to keep one. While the time, eff...

5 Ways to Improve the In-Store Experience for Shoppers

Lucinda Watrous | Posted 11.08.2016 | Business
Lucinda Watrous

While many of us shop online for everything, there is still considerable demand for traditional, physical stores. That said, however, those brick-an...

The Best Advice on Providing an Extraordinay Customer Experience

Jeff Charles | Posted 10.25.2016 | Business
Jeff Charles

Seriously, why is it so hard to earn and keep clients? I mean, it seems like other businesses make it look so easy. You provide an awesome product or ...

First Class Business: What Travel Retail Can Teach Marketers About the Power of Customer Experience

Dave O'FLanagan | Posted 10.07.2016 | Business
Dave O'FLanagan

People crave experiences, now more than ever. Digital nomads. Music festival revivals. Road trips. Pop-up shops. Interactive museums. The list goes on and on.

Don't Sell, Help. #CustomerServiceWeek

Peter Aceto | Posted 10.06.2016 | Business
Peter Aceto

It's so achingly simple but so few people seem to get it. Stop selling products. Be there to assist your customer, but just give them some room. People everywhere are sick and tired of getting a hard sell. With little choice and increasing pressure to buy things they don't need, people get deflated and depressed. We are all consumers and we all hate being sold stuff.

3 Tips to Increase the Level of your Customer Service Experience

Sarah Deane | Posted 10.04.2016 | Business
Sarah Deane

National Customer Service Week is upon us. It serves as a reminder of the importance of appreciating those employees that deliver your brand experien...

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.