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Customer Experience

Surprising Insights From My Interview with Zappos' Training & Development Leader

Heather Younger | Posted 02.03.2016 | Business
Heather Younger

This is the 1st article in a 3-part series where I share my interview with Zappos' leader of training and development, Richard Hazeltine, as part of...

Wanted By The CEO: A CMO Super Hero

Amy Radin | Posted 01.25.2016 | Business
Amy Radin

The IDC 2016 CMO FutureScape predicts CMO turnover continuing at 25 percent per year or higher through 2018. This is not surprising, because ma...

Don't Think "Customer Is King"!

Chandan Joshi | Posted 01.25.2016 | Business
Chandan Joshi

Coming from a marketing MBA and former P&G brand manager, this headline is borderline heretical. During my formative professional years, I was incessa...

5 Top Tips for Providing 5-Star Service

Doug A. Sandler | Posted 01.20.2016 | Business
Doug A. Sandler

Service, support, sales, operations and every other department within your organization must work in tandem, delivering the same amazing service to your customer to keep them coming back.

Top 5 New Year's Resolutions to Make Your Customer Service Shine

Kate Edwards | Posted 01.19.2016 | Business
Kate Edwards

Just like a New Year's diet, any initiative in the New Year takes commitment and consistency. For business owners, it is essential that their customer service represents the business and brand properly and thoroughly.

What Is Customer Experience?

Don Dodds | Posted 01.08.2016 | Business
Don Dodds

Perception is guided by emotional and psychological responses to stimuli presented during the interaction between the customer, the company, or brand, and the immediate environment whether it be in-store or online.

Are you Using all of your Customer Engagement Opportunities to Maximize your Wins?

Sarah Deane | Posted 12.18.2015 | Technology
Sarah Deane

These days, customer engagement has been getting a lot of press. New roles and titles have been born and vast amounts of content has been published, ...

3 Lessons Santa Teaches Us About Customer Experience

Heather Younger | Posted 12.15.2015 | Business
Heather Younger

I know that there are many who do not celebrate Christmas for a variety of reasons, but I did want to share some thoughts from the eyes of my young children on how Santa "delights" them during this magical time of year.

Connecting the Dots Between Therapist Training and Workplace Wellness

Linda Harding-Bond | Posted 12.15.2015 | Business
Linda Harding-Bond

The Global Wellness Summit recently took place in Mexico City. More than 470 delegates from over 40 countries and sectors came together under the theme "Building a Better World." One of the trends, "Workplace Wellness," affects most industries where people physically come to work.

No Good, Rotten, Simply Terrible Customers

Brian T. Edmondson | Posted 12.07.2015 | Business
Brian T. Edmondson

A customer walked into Hannah's store with a snow globe she had bought. But something wasn't right. Hannah could tell just by the look on the customer...

Stop Sanitizing Your Customers' Experiences

Chip R. Bell | Posted 12.01.2015 | Business
Chip R. Bell

I was waiting for an appointment with my insurance agent. In the corner of the reception area was a collection of toys. A woman was also in the rec...

From the Ivory Tower Kitchen: To Yelp or Not To Yelp

Hari Pulapaka, Ph.D., C.E.C. | Posted 12.01.2015 | Taste
Hari Pulapaka, Ph.D., C.E.C.

"If you can't say something nice, don't say anything at all" may be Thumper's Law in the animated world, but versions of it have been around a bit longer than Bambi. The hospitality industry, more than any other, may have created an expectation of servitude and pandering at all costs.

Talking Branding With Greg Long & Bruce Beach of Peligroso

Yasamin Beitollahi | Posted 11.18.2015 | Business
Yasamin Beitollahi

Branding is a big area of interest for any business. Whether from the vantage point of a consumer or marketer, the only truly defendable brand positio...

Personalized Service in the Age of Digital Commerce: A Diagnosis and Prognosis

Michael D. Shaw | Posted 11.13.2015 | Business
Michael D. Shaw

When did the primacy of the consumer fall victim to the capriciousness of indifferent employees, rude personnel, and complacent executives?

Is Customer Experience the Next Killer App?

John P. David | Posted 11.12.2015 | Business
John P. David

Everyone in service businesses talk about it. Amazon.com lists more than 100,000 titles on the topic. Sometimes it seems like it's a quest that challenges every business owner in America. I'm talking about the concept of "exceptional customer service."

Fire Customers

Peter Aceto | Posted 11.12.2015 | Business
Peter Aceto

When leading change, keep what is best about your culture and rotate around your strengths.

Your Customers Have Forever Changed: When Will You?

Rob Tarkoff | Posted 11.11.2015 | Business
Rob Tarkoff

Business as we knew it is gone forever. That sounds a bit dramatic, but think about the changes you've seen in the last five years in digital and soci...

Customer-Driven Innovations Deliver 8 Times the Revenue as Employee Ideas

Ernan Roman | Posted 11.11.2015 | Business
Ernan Roman

Once upon a time, brands made products and consumers bought them. But not anymore. Today, it's all about what people want to buy -- not what companies want to sell. Consumers have very smart and specific ideas about the products they are willing to purchase. And, it's the brands that listen who get their business.

3 Tips to Make Wearable Technology Work

Catherine Calarco | Posted 11.09.2015 | Healthy Living
Catherine Calarco

Does your technology resonate with the individual? Does your brand inspire people to get involved? Build revenue and profit with purposeful technology. Read these three tips that will help you to better understand creating compelling apps in the wearable tech market:

Book Review: X: The Experience When Business Meets Design by Brian Solis

Simon Mainwaring | Posted 11.06.2015 | Books
Simon Mainwaring

Bestselling author, renowned digital analyst and futurist, Brian Solis has released his 7th book, X: Where Business Meets Design. Over three years in the making, X explains the importance of creating memorable moments for customers in every encounter they have with a brand, and how this is the defining element of future success.

Five Ways for Savvy Spa Owners to Give Good CX

Linda Harding-Bond | Posted 11.06.2015 | Business
Linda Harding-Bond

Customers want to feel special. The very act of coming to a spa indicates that they are in need of care.

Lighting the Pilot Light of Service

Chip R. Bell | Posted 11.03.2015 | Business
Chip R. Bell

A great customer experience comes from service people who demonstrate strong self-confidence, even in the midst of shopping chaos and holiday mayhem

Emotion Is the Future of Customer Experience

Jason Wesbecher | Posted 10.30.2015 | Business
Jason Wesbecher

No purchase is void of emotion. Brands have spent millions attempting to connect positive feelings to a product, from De Beers equating diamonds to affection to McDonald's insisting that their customers are "lovin' it."

How Brand Ambassadors Make Social... More Social

Ernan Roman | Posted 10.28.2015 | Business
Ernan Roman

People are social beings. So why is it that most corporate social postings are both irrelevant and anonymous? Putting a personal, social component into your social marketing is imperative to engaging 2-way communication.

Does Your Marketing Strategy Enable Customers to Have an Experience?

Sarah Deane | Posted 10.28.2015 | Business
Sarah Deane

If you haven't been in hibernation over the last few years, you ought to be well aware of the incredible changes the world has undergone. How we work, operate, live and even think has been transformed by the power of a constantly connected mobile and "social" world.