iOS app Android app

Customer Experience

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.

4 Tips To Help Understand The Marketing Customer Path

Scott MacFarland | Posted 05.06.2016 | Business
Scott MacFarland

Marketing to customers is an ever-changing art. It's almost like a chess match with people and businesses on the other side of the chessboard, only you can't see them... yet.

The Real Cost of Bad Customer Service

Erandi Palihakkara | Posted 04.28.2016 | Business
Erandi Palihakkara

It is important that business owners realize that it is mostly the happiest and unhappiest customers who tend to speak up about their experiences.

6 Lessons in Customer Experience from One of London's Oldest Department Stores

Sarah Deane | Posted 04.21.2016 | Business
Sarah Deane

I often find looking across industries can provide great observations in experience design and this show reminded me of some great points that any organization focusing on customer experience should remember.

How to Win Customer's Heart Through Phone Call

Yatin Khulbe | Posted 04.20.2016 | Business
Yatin Khulbe

In this automation era, one must not forget the importance of nurturing relationships with customers. By understanding the right ways of speaking over...

38 Design Tips for Creating an Amazing User Experience

Don Dodds | Posted 04.18.2016 | Business
Don Dodds

The SEO and online marketing landscape is one that is constantly in flux, changing with small steps or big leaps as the online realm itself evolves to...

Customer Service or Customer Satisfaction?

David B. Nast | Posted 04.15.2016 | Business
David B. Nast

It's been said that, "Service is what the bull does to the cow..." So, with that image in mind, how do you want your clients and customers to feel when they do business with you?

Big Data or Smart Customer Insight?

Chip R. Bell | Posted 04.13.2016 | Business
Chip R. Bell

There are many reasons for our love affair with Big Data. It is objective and provable, not subjective and emotional like real customer relationships.

Sporting Goods Industry: Take These Digital Strategy Hints From Beauty

Kali Kasprzyk | Posted 04.08.2016 | Technology
Kali Kasprzyk

When it comes to digital, one industry is making waves in how they are utilizing it. This industry may seem like an unlikely candidate for digital, as...

Customer service on hold: we hate phone menus and don't trust virtual assistants like Siri

The Conversation US | Posted 04.07.2016 | Business
The Conversation US

Jacob Groshek, Boston University; Chelsea Cutino, Boston University, and Jill Walsh, Boston University "Just thinking about it makes me break out int...

A Master Marketer's 5 Key Insights

John Bowen | Posted 04.05.2016 | Business
John Bowen

As entrepreneurs, we want to attract a steady stream of pre-qualified clients or customers who are perfect for us -- people to whom we can bring treme...